Determinants of Student Loyalty in Higher Education Through a Systematic Review

Bonar Napitupulu; Istajib Kulla Himmy Azz; Dhaniel Hutagalung; Dwi Ferdiyatmoko Cahya Kumoro; Ramiro Santiago Ikhsan

doi:10.33050/zhazx763

Authors

Bonar Napitupulu Universitas Insan Pembangunan Indonesia Author
Istajib Kulla Himmy Azz Universitas Insan Pembangunan Indonesia Author
Dhaniel Hutagalung Universitas Insan Pembangunan Indonesia Author
Dwi Ferdiyatmoko Cahya Kumoro Universitas Insan Pembangunan Indonesia Author
Ramiro Santiago Ikhsan Ilearning Incorporation Author

DOI:

https://doi.org/10.33050/zhazx763

Keywords:

Student Loyalty, Service Quality, Institutional Reputation, Satisfaction, Trust

Abstract

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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Author Biographies

Bonar Napitupulu, Universitas Insan Pembangunan Indonesia

Faculty of Business
Istajib Kulla Himmy Azz, Universitas Insan Pembangunan Indonesia

Faculty of Business
Dhaniel Hutagalung, Universitas Insan Pembangunan Indonesia

Faculty of Business
Dwi Ferdiyatmoko Cahya Kumoro, Universitas Insan Pembangunan Indonesia

Faculty of Business
Ramiro Santiago Ikhsan, Ilearning Incorporation

Department of Digital Business

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