Role of Teacher Quality, System Quality, and Academic Aspect to Enhance Student Satisfaction and Loyalty: Moderating Effect of E-WOM

Resumen

Students are assets for universities who remain loyal to the university because of quality education. Therefore, the present study examined the effect of teacher quality, system quality, and academic aspects on student satisfaction and student loyalty. The present study also examined the moderating effect of e-WOM and the mediating effect of student satisfaction. This study used a deductive quantitative method. Data were collected using a questionnaire from university students. The sampling technique of the study was the simple random method. The response rate of the study was 59.68%. Smart PLS was used for the analysis of the collected data. Results confirmed that teacher quality, system quality, and academic aspects have a positive effect on student satisfaction. Moreover, student loyalty is positively affected by student satisfaction. Furthermore, the findings confirm the mediating effect of student satisfaction. Also, the moderating role of e-WOM is statistically supported. Present research adds to the body of knowledge by discussing the moderating role of e-WOM on the path of student satisfaction and student loyalty.