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Determinants of Student Loyalty in Higher Education Through a Systematic Review

APTISI Transactions on Management (ATM) · Vol. 10 No. 3 (2026) · hlm. 346–359

DOI
10.33050/atm.v10i3.2649
ISSN
2622-6804, 2622-6812
Terbit
2026-08-28
Penerbit
Pandawan
Bahasa
en
Lisensi
creativecommons.org/licenses/by-sa/4.0

Abstrak

Student loyalty has become an important issue in higher education. However, the existing literature remains fragmented, with discussions spread across service quality, digital service quality, institutional image, and social responsibility. This review examines how these different streams of research come together in explaining student loyalty. A total of 47 English-language empirical journal articles published between 2000 and 2025 were selected for analysis. Scopus was used as the primary database, and the review followed the PRISMA approach. The findings indicate that, in face-to-face settings, service quality dimensions such as responsiveness, reliability, and empathy play an important role in shaping student satisfaction and trust, which then support loyalty. In digital settings, however, loyalty is influenced not only by responsiveness, but also by ease of use, system availability, privacy, and security. The review further shows that institutional image, reputation, and CSR/USR-related initiatives can strengthen loyalty by reinforcing students’ positive evaluations of and attachment to their institutions. At the same time, the reviewed studies vary considerably in terms of context, ownership type, delivery mode, and measurement approach. This variation helps explain why the reported loyalty pathways are not always consistent. Overall, this review brings together several strands of the student loyalty literature and highlights the importance of more context-sensitive and methodologically robust research in the future.

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14 penulis · 32 tautan kepenulisan bersama · 2 lintas organisasi

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  • Universitas Insan Pembangunan Indonesia
  • State University of Semarang
  • Universitas Esa Unggul
  • Universitas Raharja
  • Universitas Pelita Bangsa
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
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Rekan penulisOrganisasiArtikel bersama
Sri Wuli FitriatiState University of Semarang1
Rahayu Puji HaryantiState University of Semarang1
Ana TherianaAfiliasi tidak diketahui1
Khatarina RustipaAfiliasi tidak diketahui1
Ripda ErwinAfiliasi tidak diketahui1
Agung RizkyUniversitas Raharja1
Ahmad GunawanUniversitas Pelita Bangsa1
Suryari PurnamaUniversitas Esa Unggul1
Cicilia Sriliasta BangunUniversitas Esa Unggul1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://ijc.ilearning.co/ATM/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en">Determinants of Student Loyalty in Higher Education Through a Systematic Review</dc:title>
	<dc:creator xml:lang="en">Napitupulu, Bonar</dc:creator>
	<dc:creator xml:lang="en">Azz, Istajib Kulla Himmy</dc:creator>
	<dc:creator xml:lang="en">Hutagalung, Dhaniel</dc:creator>
	<dc:creator xml:lang="en">Kumoro, Dwi Ferdiyatmoko Cahya</dc:creator>
	<dc:creator xml:lang="en">Ikhsan, Ramiro Santiago</dc:creator>
	<dc:subject xml:lang="en">Student Loyalty</dc:subject>
	<dc:subject xml:lang="en">Service Quality</dc:subject>
	<dc:subject xml:lang="en">Institutional Reputation</dc:subject>
	<dc:subject xml:lang="en">Satisfaction</dc:subject>
	<dc:subject xml:lang="en">Trust</dc:subject>
	<dc:description xml:lang="en">Student loyalty has become an important issue in higher education. However, the existing literature remains fragmented, with discussions spread across service quality, digital service quality, institutional image, and social responsibility. This review examines how these different streams of research come together in explaining student loyalty. A total of 47 English-language empirical journal articles published between 2000 and 2025 were selected for analysis. Scopus was used as the primary database, and the review followed the PRISMA approach. The findings indicate that, in face-to-face settings, service quality dimensions such as responsiveness, reliability, and empathy play an important role in shaping student satisfaction and trust, which then support loyalty. In digital settings, however, loyalty is influenced not only by responsiveness, but also by ease of use, system availability, privacy, and security. The review further shows that institutional image, reputation, and CSR/USR-related initiatives can strengthen loyalty by reinforcing students’ positive evaluations of and attachment to their institutions. At the same time, the reviewed studies vary considerably in terms of context, ownership type, delivery mode, and measurement approach. This variation helps explain why the reported loyalty pathways are not always consistent. Overall, this review brings together several strands of the student loyalty literature and highlights the importance of more context-sensitive and methodologically robust research in the future.</dc:description>
	<dc:publisher xml:lang="en">Pandawan</dc:publisher>
	<dc:date>2026-08-28</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ijc.ilearning.co/ATM/article/view/2649</dc:identifier>
	<dc:identifier>10.33050/atm.v10i3.2649</dc:identifier>
	<dc:source xml:lang="en">APTISI Transactions on Management (ATM); Vol. 10 No. 3 (2026): September; 346-359</dc:source>
	<dc:source xml:lang="id">APTISI Transactions on Management (ATM); Vol 10 No 3 (2026): September; 346-359</dc:source>
	<dc:source>2622-6804</dc:source>
	<dc:source>2622-6812</dc:source>
	<dc:source>10.33050/3j2htb49</dc:source>
	<dc:language>en</dc:language>
	<dc:relation>https://ijc.ilearning.co/ATM/article/view/2649/974</dc:relation>
	<dc:rights xml:lang="en">Copyright (c) 2026 Bonar Napitupulu, Istajib Kulla Himmy Azz, Dhaniel Hutagalung, Dwi Ferdiyatmoko Cahya Kumoro, Ramiro Santiago Ikhsan</dc:rights>
	<dc:rights xml:lang="en">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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