The Role of Service Quality in Enhancing Technological Innovation, Satisfaction, and Loyalty Among University Students in Northern Cyprus

Birgül Gürbüzer () and Ahmet Münir Acuner
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Birgül Gürbüzer: Faculty of Educational Sciences, Cyprus Aydın University, Mersin 10, 99320 Kyrenia, North Cyprus, Turkey
Ahmet Münir Acuner: Faculty of Educational Sciences, Cyprus Aydın University, Mersin 10, 99320 Kyrenia, North Cyprus, Turkey

Sustainability, 2025, vol. 17, issue 15, 1-18

Abstract: In the increasingly competitive landscape of higher education, student satisfaction and loyalty are recognized as essential components for institutional sustainability and long-term success. This study aims to examine the interrelationships between service quality, technological innovation, student satisfaction, and student loyalty within higher education institutions in the Turkish Republic of Northern Cyprus (TRNC). Grounded in relationship marketing theory and the expectancy–disconfirmation paradigm, the research develops and tests a structural model that investigates the impact of perceived service quality on technological innovation, student satisfaction, and loyalty. The data were collected from 448 undergraduate students studying in the faculties of education at five leading private universities in TRNC, selected based on their international academic rankings. The analysis, conducted using structural equation modelling (SEM), reveals that service quality significantly and directly influences technological innovation, student satisfaction, and student loyalty. Additionally, technological innovation has a positive but comparatively weaker effect on student loyalty. Among the variables, student satisfaction emerges as the strongest determinant of loyalty, serving as a key mediator in the relationship between service quality and loyalty. This research contributes to the higher education literature by extending the traditional service quality–loyalty framework with the inclusion of technological innovation. The findings offer practical insights for university administrators, emphasizing the importance of delivering high-quality educational services combined with continuous digital innovation to enhance the student experience and foster long-term student commitment.

Keywords: service quality; technological innovation; student satisfaction; student loyalty; Northern Cyprus (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2025
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