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How to cite this paper
APA: Tac, N., Tuyen, D., Vinh, N & Dinh, N. (2025). Factors affecting loyalty to student support services: a study of dormitory service quality at a university in Vietnam. Decision Science Letters, 14(4), 1003-1010.
Chicago/Turabian: Tac, N., Tuyen, D., Vinh, N & Dinh, N. 2025. "Factors affecting loyalty to student support services: a study of dormitory service quality at a university in Vietnam." Decision Science Letters 14, no. 4 (2025): 1003-1010.
AMA: Tac, N., Tuyen, D., Vinh, N & Dinh, N. Factors affecting loyalty to student support services: a study of dormitory service quality at a university in Vietnam. Decision Science Letters. 2025;14(4):1003-1010.
References
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Adi, P. H., Dhiaulhaq, M. I., & Novandari, W. (2019). Customer satisfaction as the moderating variable of customer loyalty of indihome customers. Jurnal Akuntansi, Manajemen Dan Ekonomi, 21(1), 13-22.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462. https://doi.org/https://doi.org/10.1108/JM2-04-2014-0031.
Chat, T. T., Anh, N. T. V., & Nhung, N. T. T. (2020). Perceptions of dormitory service quality and student loyalty at Hanoi University of Industry. Student journal of scientific research, Hanoi University of Industry, 10, 304-313.
Chaudhary, S., & Dey, A. K. (2021). Influence of student-perceived service quality on sustainability practices of university and student satisfaction. Quality Assurance in Education, 29(1), 29-40. https://doi.org/http://doi.org/10.1108/QAE-10-2019-0107.
Cheng, C. Y., & Tam, M. W. (1997). Multi‐models of quality in education. Quality Assurance in Education, 5(1), 22-31.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Dhnachpiyathund, V., & Vichit, U. (2024). Influence Of Service Quality On Customer Loyalty Of Generation Z Students At Private Universities In Thailand. Library Progress International, 44(5), 230-242.
Drucker, P. F. (2008). Managing oneself. Harvard Business Review Press.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hair, Black, W. C., Babin, B. J., & Anderson, R.E., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial management & data systems, 117(3), 442-458. https://doi.org/https://doi.org/10.1108/IMDS-04-2016-0130.
Hair, J., Black, W.C., Babin, B. J., & Anderson, R.E. . (2010). Multivariate Data Analysis (7th Edition).
Kirmani, A., & Zeithaml, V. (2013). Advertising, perceived quality, and brand image. In Brand equity & advertising (143-161). Psychology Press.
Latif, K. F., Bunce, L., & Ahmad, M. S. (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management, 35(4), 815-829. https://doi.org/https://doi.org/10.1108/IJEM-11-2020-0524.
Nhlabathi, M. (2021). Dimensions of students’ satisfaction with residential housing and its impact on their Loyalty–A South African study. Real Estate Management and Valuation, 29(4), 53-66.
Nimako, S. G., & Bondinuba, F. K. (2013). Relative importance of student accommodation quality in higher education. Current Research Journal of Social Sciences, 5(4), 134-142.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of marketing, 63(4_suppl1), 33-44.
Ozdemir, Y., Kaya, S. K., & Turhan, E. (2020). A scale to measure sustainable campus services in higher education:“Sustainable Service Quality”. Journal of Cleaner Production, 245, 118839. https://doi.org/https://doi.org/10.1016/j.jclepro.2019.118839.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12-40.
Putri, N. T., & Anggraini, L. (2018). Improving student satisfaction of Andalas University dormitory through service quality and importance performance analysis. IOP Conference Series: Materials Science and Engineering.
Rani, L. A. S., & Nugraha, J. (2021). The Effect of Service Quality, School Image, and Student Satisfaction on Loyalty. Economic Education Analysis Journal, 10(3), 432-443. https://doi.org/https://doi.org/10.15294/eeaj.v10i3.48566.
Reichheld, F. F. (1996). Learning from customer defections. Harvard business review, 74(2), 56-67.
Shurair, A. S., & Pokharel, S. (2019). Stakeholder’s perception of service quality: a case in Qatar. Quality Assurance in Education, 27(4), 493-510. https://doi.org/https://doi.org/10.1108/QAE-05- 2017-0023.
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The effect of service quality on customer loyalty mediated by customer satisfaction in tourism villages in Badung Regency. Jurnal Ekonomi dan Bisnis Jagaditha, 7(1), 46-52. https://doi.org/https://doi.org/10.22225/jj.7.1.1626.46-52.
Trisela, L. (2022). The The Effect Of Service Quality And Student Satisfaction On Student Loyalty. Jurnal Manajemen, 26(2), 179-199. https://doi.org/https://doi.org/10.24912/jm.v26i2.900
Yen, T. D. K., & Tiep, L. T. (2022). The impact of service quality and brand image on student loyalty at non-public universities: the mediating role of satisfaction. Industry and Trade Journal, 6, 1-7.
Zeithaml, Berry, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Zeithaml, & Bitner. (2000). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.
Adi, P. H., Dhiaulhaq, M. I., & Novandari, W. (2019). Customer satisfaction as the moderating variable of customer loyalty of indihome customers. Jurnal Akuntansi, Manajemen Dan Ekonomi, 21(1), 13-22.
Annamdevula, S., & Bellamkonda, R. S. (2016). The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, 11(2), 446-462. https://doi.org/https://doi.org/10.1108/JM2-04-2014-0031.
Chat, T. T., Anh, N. T. V., & Nhung, N. T. T. (2020). Perceptions of dormitory service quality and student loyalty at Hanoi University of Industry. Student journal of scientific research, Hanoi University of Industry, 10, 304-313.
Chaudhary, S., & Dey, A. K. (2021). Influence of student-perceived service quality on sustainability practices of university and student satisfaction. Quality Assurance in Education, 29(1), 29-40. https://doi.org/http://doi.org/10.1108/QAE-10-2019-0107.
Cheng, C. Y., & Tam, M. W. (1997). Multi‐models of quality in education. Quality Assurance in Education, 5(1), 22-31.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
Dhnachpiyathund, V., & Vichit, U. (2024). Influence Of Service Quality On Customer Loyalty Of Generation Z Students At Private Universities In Thailand. Library Progress International, 44(5), 230-242.
Drucker, P. F. (2008). Managing oneself. Harvard Business Review Press.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
Hair, Black, W. C., Babin, B. J., & Anderson, R.E., Hollingsworth, C. L., Randolph, A. B., & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial management & data systems, 117(3), 442-458. https://doi.org/https://doi.org/10.1108/IMDS-04-2016-0130.
Hair, J., Black, W.C., Babin, B. J., & Anderson, R.E. . (2010). Multivariate Data Analysis (7th Edition).
Kirmani, A., & Zeithaml, V. (2013). Advertising, perceived quality, and brand image. In Brand equity & advertising (143-161). Psychology Press.
Latif, K. F., Bunce, L., & Ahmad, M. S. (2021). How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust. International Journal of Educational Management, 35(4), 815-829. https://doi.org/https://doi.org/10.1108/IJEM-11-2020-0524.
Nhlabathi, M. (2021). Dimensions of students’ satisfaction with residential housing and its impact on their Loyalty–A South African study. Real Estate Management and Valuation, 29(4), 53-66.
Nimako, S. G., & Bondinuba, F. K. (2013). Relative importance of student accommodation quality in higher education. Current Research Journal of Social Sciences, 5(4), 134-142.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of marketing, 63(4_suppl1), 33-44.
Ozdemir, Y., Kaya, S. K., & Turhan, E. (2020). A scale to measure sustainable campus services in higher education:“Sustainable Service Quality”. Journal of Cleaner Production, 245, 118839. https://doi.org/https://doi.org/10.1016/j.jclepro.2019.118839.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12-40.
Putri, N. T., & Anggraini, L. (2018). Improving student satisfaction of Andalas University dormitory through service quality and importance performance analysis. IOP Conference Series: Materials Science and Engineering.
Rani, L. A. S., & Nugraha, J. (2021). The Effect of Service Quality, School Image, and Student Satisfaction on Loyalty. Economic Education Analysis Journal, 10(3), 432-443. https://doi.org/https://doi.org/10.15294/eeaj.v10i3.48566.
Reichheld, F. F. (1996). Learning from customer defections. Harvard business review, 74(2), 56-67.
Shurair, A. S., & Pokharel, S. (2019). Stakeholder’s perception of service quality: a case in Qatar. Quality Assurance in Education, 27(4), 493-510. https://doi.org/https://doi.org/10.1108/QAE-05- 2017-0023.
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The effect of service quality on customer loyalty mediated by customer satisfaction in tourism villages in Badung Regency. Jurnal Ekonomi dan Bisnis Jagaditha, 7(1), 46-52. https://doi.org/https://doi.org/10.22225/jj.7.1.1626.46-52.
Trisela, L. (2022). The The Effect Of Service Quality And Student Satisfaction On Student Loyalty. Jurnal Manajemen, 26(2), 179-199. https://doi.org/https://doi.org/10.24912/jm.v26i2.900
Yen, T. D. K., & Tiep, L. T. (2022). The impact of service quality and brand image on student loyalty at non-public universities: the mediating role of satisfaction. Industry and Trade Journal, 6, 1-7.
Zeithaml, Berry, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Zeithaml, & Bitner. (2000). Services Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill.