Notice of RetractionQuality, Satisfaction and Loyalty: A Comparison of SERVQUAL and SERVPERF for Educational Service in China

Abstract

This study starts from some management questions and uses the improved SERVQUAL scale and the improved SERVPERF scale to do the research on Shanghai schools' educational service to find the relations between perceived service quality, student satisfaction and student loyalty. On the basis of which, this study compares these two scales to find differences. By collecting the data and testing the hypotheses, the study concludes that SERVPERF is superior to SERVQUAL and satisfaction acts as a partial mediator in the influence of perceived service quality on student loyalty.