The prime objective of this paper is to identify the factors that influence service quality of education mediating by institutional image in tertiary education perspective. To reach this aim, the Nordic model was applied as a theoretical base of the study. Program quality as a technical quality as well as industrial link and student satisfaction…

The concept of customer-brand relationship (CBR) is becoming increasingly important. However, the description of what constitutes student-university brand relationship is relatively limited. Underpinned by social exchange theory, this study proposes student--university brand relationship formation that comprises of utility (UV), hedonic (HV) and…

Brand equity in higher education has received significant scholarly attention in recent years. However, there are a number of contradictions between the empirically approved determinants and the dimensions of brand equity in higher education. This research empirically investigates an adopted brand equity conceptual model in both a developed market…

University ranking or higher education assessment in general has been attracting more and more public attention over the years. However, the subjectivity-based evaluation index and indicator selections and weights that are widely adopted in most existing ranking systems have been called into question. In other words, the objectivity and…

This study aims to investigate the direction and strength of the relationships among service recovery, relationship quality, and brand image in higher education industries. This research provides a framework for school managers to understand service recovery from an operations perspective. Structural equation models were used to test the proposed…

Purpose: The purpose of this study is to investigate the effect of Malaysian public universities' service quality on international student satisfaction, institutional image and loyalty. Design/methodology/approach: A total number of 400 questionnaires were distributed to international students, selected using convenience sampling technique, at…