Chất lượng dịch vụ và hình ảnh thể chế có ảnh hưởng đến sự hài lòng và lòng trung thành của sinh viên trong giáo dục đại học?

Abdullah, F. (2006). Measuring service quality in higher education: Three instruments compared. International Journal of Research & Method in Education,29(1), 71–89. Aghaza, A., Hashemia, A., & Atashgaha, M. S. S. (2015). Factors contributing to university image: The postgraduate students’ points of view. Journal of Marketing for Higher Education,25(1), 104–126. Alves, H., & Raposo, M. (2007). Conceptual model of student satisfaction in higher education. Total Quality Management & Business Excellence,18(5), 571–588. Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management,24(1), 73–85. Arpan, L., Raney, A., & Zivnuska, S. (2003). A cognitive approach to understanding university image. Corporate Communications: An International Journal,8(2), 97–113. Arslan, S., & Akkas, O. A. (2014). Quality of college life (QCL) of students in Turkey: Students’ life satisfaction and identification. Social Indicators Research,115(2), 869–884. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science,16(1), 74–94. Baldwin, G., & James, R. (2000). The market in Australian higher education and the concept of student as informed consumer. Journal of Higher Education Policy and Management,22(2), 139–148. Bandalos, D. L. (2014). Relative performance of categorical diagonally weighted least squares and robust maximum likelihood estimation. Structural Equation Modeling: A Multidisciplinary Journal,21(1), 102–116. Bini, M., & Masserini, L. (2016). Students’ satisfaction and teaching efficiency of university offer. Social Indicators Research,129(2), 847–862. Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley. Brown, R. M., & Mazzarol, T. W. (2009). The importance of institutional image to student satisfaction and loyalty with higher education. Higher Education,58, 81–95. Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika,16(3), 297–334. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: Reexamination and extension. Journal of Marketing,56(3), 55–68. Dana, S. W., Brown, F. W., & Dodd, N. G. (2001). Student perception of teaching effectiveness: A preliminary study of the effects of professors’ transformational and contingent reward leadership behaviors. Journal of Business Education,2, 53–70. DeBourgh, G. A. (2003). Predictors of student satisfaction in distance-delivered graduate nursing courses: What matters most? Journal of Professional Nursing,19(3), 149–163. DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management,19(2), 128–139. Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education,14(3), 251–267. Duarte, P. O., Alves, H. B., & Raposo, M. B. (2010). Understanding university image: A structural equation model approach. International Review on Public and Nonprofit Marketing,7, 21–36. Elliott, K., & Healy, M. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education,10(4), 1–12. Elliott, K. M., & Shin, D. (2002). Student Satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management,24(2), 199–209. Eskildsen, J., Martensen, A., Gronholdt, L., & Kristensen, K. (1999). Benchmarking student satisfaction in higher education based on the ECSI methodology. In Proceedings of the TQM for higher education institutions conference: Higher education institutions and the issue of total quality, Verona, (30–31 August) (pp. 385–402). Forero, C. G., Maydeu-Olivares, A., & Gallardo-Pujol, D. (2009). Factor analysis with ordinal indicators: A Monte Carlo study comparing DWLS and ULS estimation. Structural Equation Modeling: A Multidisciplinary Journal,16(4), 625–641. Foskett, N. H., & Hemsley-Brown, J. V. (2001). Choosing futures: Young people’s decision-making in education, training and careers markets. London: Routledge/Falmer. Gibson, A. (2010). Measuring business student satisfaction: A review and summary of the major predictors. Journal of Higher Education Policy and Management,32(3), 251–259. Gruber, T., Fuß, S., Voss, R., & Gläser-Zikuda, M. (2010). Examining student satisfaction with higher education services: Using a new measurement tool. International Journal of Public Sector Management,23(2), 105–123. Grunwald, H., & Peterson, M. W. (2003). Factors that promote faculty involvement in and satisfaction with institutional and classroom student assessment. Research in Higher Education,44(2), 173–204. Guolla, M. (1999). Assessing the teaching quality to student satisfaction relationship: Applied customer satisfaction research in the classroom. Journal of Marketing Theory and Practice,7(3), 87–97. Hartman, D. E., & Schmidt, S. L. (1995). Understanding student/alumni satisfaction from a consumer’s perspective: The effects of institutional performance and program outcomes. Research in Higher Education,36(2), 197–217. Harvey, L. (1995). Student satisfaction. The New Review of Academic Librarianship,1, 161–173. Harvey, L. (2003). Student feedback. Quality in Higher Education,9(1), 3–20. Harvey, L., & Green, D. (1993). Defining quality. Assessment & Evaluation in Higher Education,18(1), 9–34. Hashim, N. A. B., Abdullateef, A. O., & Sarkindaji, B. D. (2015). The moderating influence of trust on the relationship between institutional image/reputation, perceived value on student loyalty in higher education institution. International Review of Management and Marketing,5(3), 122–128. Helgesen, Ø., & Nesset, E. (2007). What accounts for students’ loyalty? Some field study evidence. International Journal of Educational Management,21(2), 126–143. Hemsley-Brown, J. V., & Oplatka, I. (2006). Universities in a competitive global marketplace: A systematic review of the literature on higher education marketing. International Journal of Public Sector Management,19(4), 316–338. Henning-Thurau, T., Lager, M. F., & Hansen, U. (2001). Modelling and managing student loyalty: An approach based on the concept of relationship quality. Journal of Service Research,3(1), 331–344. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal,6(1), 1–55. Ilias, A., Hasan, H. F. A., Rahman, R. A., & Yasoa, M. R. (2008). Student satisfaction and service quality: Any differences in demographic factors? International Business Research,1(4), 131–143. Jöreskog, K. G. (1969). A general approach to confirmatory maximum likelihood factor analysis. Psychometrika,34, 183–202. Landrum, R., Turrisi, R., & Harless, C. (1998). University image: The benefits of assessment and modeling. Journal of Marketing for Higher Education,9(1), 53–68. Lindsey, R. R. (2012). The benefits and satisfaction of participating in campus recreational sports facilities and programs among male and female African American students: A pilot study. Recreational Sports Journal,36(1), 13–24. Marzo-Navarro, M., Pedraja-Iglesias, M., & Rivera-Torres, M. P. (2005). Measuring customer satisfaction in summer courses. Quality Assurance in Education,13(1), 53–65. Mergen, E., Grant, D., & Widrick, S. M. (2000). Quality management applied to higher education. Total Quality Management,11(3), 345–352. Muthén, B. (1984). A general structural equation model with dichotomous ordered categorical and continuous latent variable indicators. Psychometrika,49(1), 115–132. Muthén, B., du Toit, S.H.C., & Spisic, D. (1997). Robust inference using weighted least squares and quadratic estimating equations in latent variable modeling with categorical and continuous outcomes. Unpublished manuscript. Muthén, L.K., & Muthén, B.O. (1998–2010). Mplus user’s guide (6th ed.). Muthén & Muthén, Los Angeles, CA. Muthén, B., & Satorra, A. (1995). Technical aspects of Muthén’s LISCOMP approach to estimation of latent variable relations with a comprehensive measurement model. Psychometrika,60(4), 489–503. Nguyen, N., & LeBlanc, G. (2001). Image and reputation of higher education institutions in students’ retention decisions. The International Journal of Educational Management,15(6/7), 303–311. Oldfield, B., & Baron, S. (2000). Student perceptions of service quality in a UK university business and management faculty. Quality Assurance in Education,8(2), 85–95. Palacio, A., Meneses, G., & Pérez, P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration,40(5), 486–505. Petruzzellis, L., D’Uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal,16(4), 349–364. Poturak, M. (2014). Private universities service quality and student’s satisfaction. Global Business and Economics Research Journal,3(2), 33–49. Pozo-Munoz, C., Rebolloso-Pacheco, E., & Fernandez-Ramierz, B. (2000). The ‘ideal teacher’. Implications for student evaluation of teaching effectiveness. Assessment & Evaluation in Higher Education,25(3), 253–263. Rojas-Méndez, J. I., Vasquez-Parraga, A. Z., Kara, A., & Cerda-Urrutia, A. (2009). Determinations of student loyalty in higher education: A tested relationship approach in Latin America. Latin American Business Review,10, 21–39. Sapri, M., Kaka, A., & Finch, E. (2009). Factors that influence student’s level of satisfaction with regards to higher educational facilities services. Malaysian Journal of Real Estate,4(1), 34–51. Skrondal, A., & Rabe-Hesketh, S. (2004). Generalized latent variable modeling: Multilevel, longitudinal, and structural equation models. Boca Raton: Chapman & Hall/CRC. Sojkin, B., Bartkowiak, P., & Skuza, A. (2012). Determinants of higher education choices and student satisfaction: The case of Poland. Higher Education,63, 565–581. Srikanthan, G., & Dalrymple, J. (2003). Developing alternative perspectives for quality in higher education. International Journal of Educational Management,17(3), 126–136. Tarus, D. K., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: Does corporate image play a moderating role? The TQM Journal,25(5), 473–491. Thomas, E., & Galambos, N. (2004). What satisfies students? Mining student-opinion data with regression and decision tree analysis. Research in Higher Education,45(3), 251–269. Umbach, P. D., & Porter, S. R. (2002). How do academic departments impact student satisfaction? Understanding the contextual effects of departments. Research in Higher Education,43(2), 209–233. Voss, R., Gruber, T., & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research,60(9), 949–959. Webb, D., & Jagun, A. (1997). Customer care, customer satisfaction, value, loyalty and complaining behavior: Validation in a UK university setting. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior,10, 139–151.