Figure 2
The diagram presents the results of hypothesis testing on the impact of service quality dimensions on student retention and satisfaction in higher education institutions. It includes five dimensions: tangibility, assurance, reliability, responsiveness, and empathy in HEI services. Each dimension is connected to two main outcomes: student satisfaction with HEI services and student retention in HEI. The diagram shows the path coefficients and p-values for each relationship. Tangibility, assurance, reliability, responsiveness, and empathy in HEI services do not significantly impact student retention. However, tangibility, responsiveness, and empathy in HEI services positively influence student satisfaction, while assurance and reliability do not. Student satisfaction with HEI services has a positive impact on student retention. The diagram uses arrows to indicate the direction of influence and includes numerical values to represent the strength and significance of each relationship.Results of hypothesis testing. Note: Value in brackets is p-value. Source: Authors’ own work