Work

The mediating effect of the perceived effectiveness of COVID-19 measures on the international student satisfaction and loyalty relationship

Year: 2025

Type: article

Abstract: International student satisfaction has been a widely studied phenomenon in higher education marketing, similarly to the concept of loyalty. Whereas the mediating effect of the COVID-19 pandemic measures’ perceived effectiveness on the international student satisfaction and loyalty relationship poses a gap in the existing literature. This article addresses this gap and reports on the research that examines the mediating effect of perceived effectiveness of COVID-19 measures, revealing international student satisfaction and loyalty influencing elements in the mid-pandemic era. Using a framework of quantitative research, international students participated in this study between 2021 and 2022. Results reveal a significant moderating effect of COVID-19 pandemic measures’ perceived effectiveness on the international student satisfaction and loyalty relationship. Findings can be used for higher education management and practitioners to enhance service affordances and provide quality education services to international students under extreme circumstances.

Source: Social Sciences & Humanities Open

DOI: 10.1016/j.ssaho.2025.101787

Authors: Anita Kéri, Adriana Perez-Encinas

Institutions: University of Szeged, Universidad Autónoma de Madrid

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Quality education

Open Access status: gold

Estimated APC paid: $1,180