Figure 1
The diagram illustrates a conceptual model that examines the factors influencing student satisfaction and retention in higher education institutions (HEIs). The model is based on the SERVQUAL framework, which assesses service quality across five dimensions: tangibility, assurance, reliability, responsiveness and empathy in HEI services. These dimensions are depicted as individual boxes on the left side of the diagram. Arrows from each of these dimensions point towards a central box labeled ‘Student satisfaction with HEI services,' indicating that higher levels of perceived service quality in these dimensions enhance student satisfaction. Another arrow connects ‘Student satisfaction with HEI services' to a box labeled ‘Student retention in HEIs,' suggesting that student satisfaction acts as a mechanism translating perceptions of service quality into behavioral intentions, such as the intention to continue studies.Conceptual model. Source: Authors’ own work