Impact of the skills-based training model on the perceived quality of service and student loyalty in higher education

Abstract

The objective of this research is to provide information about the effect of the education model explaining quality of service and loyalty. The estimation method considers a factor analysis and a structural equation modelling. The data come from a sample of 590 students from a business programs in Chile. The results show that student’s loyalty is positively correlated with their satisfaction and it is affected by the perceived quality of service. Additionally, the education model may improve perception of quality.

El objetivo de esta investigación es proporcionar información sobre el efecto del modelo educativo que explica la calidad del servicio y la lealtad. El método de estimación considera un análisis factorial y un modelo de ecuación estructural. Los datos provienen de una muestra de 590 estudiantes de un programa de negocios en Chile. Los resultados muestran que la lealtad del estudiante se correlaciona positivamente con su satisfacción y se ve afectada por la calidad percibida del servicio.