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All Journal Utsaha: Journal of Entrepreneurship
Chanbolin Heng
Royal University of Law and Economics
Economics, Econometrics & Finance

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Factors Affecting Student Satisfaction and Loyalty in Selected Universities in Phnom Penh: A Structured Literature Review Chanbolin Heng; Dr. Ratha Sor; Dr. Sokun Prum
UTSAHA: Journal of Entrepreneurship Vol. 5 Issue 1 (2026)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/joe.v5i1.903

Abstract

Even the importance of student satisfaction and loyalty for higher institutions has increasingly been acknowledged, there is a lack of academic study on the building of the conceptual model. This study focused to investigate the factors influencing the student satisfaction and loyalty in selected universities in Phnom Penh, Cambodia.  The conceptual model was developed by theoretical framework as the stimulus-organism-response (SOR), service quality and along with four theoretical frameworks.  The study highlighted the determinants of student satisfaction, consisting of teacher quality, college administrative, campus life and social integration, infrastructure facilities and institution reputation, while student satisfaction itself plays as mediator. With synthetization of foregoing empirical papers, the findings exhibited that the proposed factors have a significant influence on student satisfaction. Besides, the student satisfaction significantly mediates between these antecedences and student loyalty. These pave the way for further research employing particular advanced statistical techniques to produce better results.
Factors Influencing Student Satisfaction and Loyalty: A SEM-Based Study in Phnom Penh Universities Chanbolin Heng; Sophearith Yeun; Ratha Sor
UTSAHA: Journal of Entrepreneurship [IN PRESS] Vol. 5 Issue 3 (2026)
Publisher : jfpublisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56943/joe.v5i3.1010

Abstract

Student satisfaction and loyalty are important indicators of institutional success in higher education. This study empirically validated a conceptual model of student satisfaction and loyalty in Phnom Penh universities, Cambodia. Building upon the structured literature review, the study identified five key determinants of student satisfaction, namely teaching quality, college administration, campus life and social integration, infrastructure facilities, and institution reputation. A quantitative research design was employed using online survey data collected from 450 of year 2 to year 4 students in two private universities in Phnom Penh. Structural Equation Modeling (SEM) using SPSS Amos 23 was applied to test the hypothesized relationships between constructs. The measurement model was assessed using reliability and validity tests, while the structural model was evaluated through path coefficients, t-statistics, and R2 analysis. The results indicated that teaching quality was the most significant factor affecting student satisfaction, followed by institution reputation, infrastructure facilities, and campus life and social integration, while college administration had a positive but an insignificant impact on student satisfaction. Moreover, student loyalty was significantly influenced by student satisfaction. This study contributes to theoretical framework regarding to student satisfaction and loyalty under the context of tertiary education in Cambodia. In practice, the findings can help university managers develop strategies for attracting and retaining students in the increasingly competitive higher education environment.
Co-Authors Dr. Ratha Sor Dr. Sokun Prum Ratha Sor Sophearith Yeun