From service quality to loyalty

The role of satisfaction in international students in South America

Authors

DOI:

https://doi.org/10.32674/vv4ne676

Keywords:

Quality Service, internationalization, Satisfaction, higher education, International students, SEM

Abstract

In higher education, quality of service has been recognized as an essential element for achieving student satisfaction and loyalty. This study analyzed the influence of service quality on the satisfaction and loyalty of 140 international students from 26 countries, from three South American universities. The dimensions of the SERVQUAL showed high internal consistency (a= 0.816-0.892), while Satisfaction (a=0.95) and Loyalty (a=0.902) showed high reliability. The SEM with DWLS estimator showed satisfactory adjustment indices (CFI=0.996; TLI=0.995; RMSEA=0.077), as the quality of the service positively and significantly influenced Satisfaction (b=0.679; R2=0.461), which influenced Loyalty (b=0.889; R2=0.859); on the other hand, quality did not impact it (b=0.055), unlike the high indirect effect mediated by satisfaction (b=0.603); results that confirm how relevant satisfaction is in the formation of institutional loyalty in internationalized contexts.

Author Biographies

  • Dania Fabiola Chavez Porras, Universidad Peruana Unión

    Dania Fabiola Chavez Porras, undergraduate student in Marketing and International Business, Universidad Peruana Unión, Peru. Her research interests include exploring digital marketing strategies, project management and administration, and entrepreneurship initiatives that generate value for organizations and communities.

  • Carlos Daniel Machaca Evangelista, Universidad Peruana Unión

    Carlos Daniel Machaca Evangelista, undergraduate student in Marketing and International Business, Universidad Peruana Unión, Peru. His research interests include qualitative business-academic research and strategic business management.

  • Jose Eber Paz Vilchez, Universidad Peruana Unión

    José Eber Paz Vilchez, Doctor in Administration and professional training marketer, with a specialty in Marketing Management and Scientific Research. University professor at Universidad Peruana Unión, Peru. His research interests focus on business marketing and the creation and validation of instruments in the field of healthy foods.

  • Harold Mendivelso Carrillo, Universidad Adventista de Chile

    Harold Mendivelso Carrillo, Doctor (c) in Education, American University of Europe; Master of Administration and International Development, Andrews University; Commercial Engineer, Universidad de Ciencias Aplicadas y Ambientales de Colombia; Technologist in International Trade, Universidad de Los Libertadores, Colombia. His research interests include digital marketing, educational marketing, administration, and entrepreneurship.

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2026-08-02

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Vol. 16 No. 17 (2026): Journal of International Students

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Copyright (c) 2026 Jazmin Inaguazo, Dania Fabiola Chavez Porras, Carlos Daniel Machaca Evangelista, Jose Eber Paz Vilchez, Carlos William Marín, Harold Mendivelso Carrillo

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Inaguazo, J., Chavez, D., Machaca, C., Paz, J., Marín, C., & Mendivelso, H. (2026). From service quality to loyalty: The role of satisfaction in international students in South America. Journal of International Students, 16(17), 203-228. https://doi.org/10.32674/vv4ne676