CUSTOMERS LOYALTY: DOES VALUE CO-CREATION BECOME INDISPENSABLE FOR UNIVERSITIES?

Abstract

This paper investigates the direct and indirect relationships between customers` participation in value co-creation activities (CPVCA) and their loyalty. Quantitative research approach is adopted, while the population consists of all the Lebanese private universities` students. A questionnaire was used to collect data from 403 students, nominated according to convenience sampling technique. The study proposed scale validity and the relationships between variables were examined depending on PLS-SEM. The findings reveal a direct significant relationship between CPVCA and customers` loyalty; in addition, to indirect relationship, through the partial mediating role for customers` satisfaction and relationship strength. Research implications and limitations are presented.