A Conceptual Framework to Examine the Effects of Service Quality, Organisational Image and Satisfaction on Loyalty Towards Public Higher Education Institutions in Kano State, Nigeria

Abstract

This research provides a framework to examine the mediating effects of student satisfaction on the relationship between organisational image, service quality and students’ loyalty in higher education institutions in Kano State, Nigeria. The study set to utilised students from public higher Institution in Nigeria as unit of analysis where questionnaire would be administered and the used of structural equation modelling would be employed to analyse the data upon the validation of the framework.

Keywords: Service-quality, Organisational-image, Satisfaction, Loyalty, Higher-education