Graduate students are viewed as customers, and the schools establish their strategic goals
in terms of student satisfaction and loyalty. Accordingly, a number of research calls have been
made on the psychology of MBA students (Richards-Wilson, 2002). Regardless, student
loyalty is an elusive concept. Oliver (1999), after observing the mixed findings on the
relationship between satisfaction and loyalty, has stated a call for research on additional factors
that lead to customer loyalty. Similarly, Stewart (1997) exclaimed that a satisfied customer was