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Antecedents of customer satisfaction in the higher education institutions of South Africa

Jager, Johan W de and Jan, Muhammad Tahir (2015) Antecedents of customer satisfaction in the higher education institutions of South Africa. Problems and Perspectives in Management, 13 (3). pp. 91-99. ISSN 1810-5467

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Higher education institutions like most other organisations have realized the importance of customer- centred approach to survive amongst competitors. This is very important keeping in mind the globalisation of higher education and consequent competition. The primary objective of the study is to determine the impact of different variables on customer satisfaction in the higher education sector. More explicitly, this study has the following aims; to identify the effect of support facilities and infrastructure on customer satisfaction; to ascertain the effect of location and access on customer satisfaction and to determine the effect of image and marketing on customer satisfaction. A random sample of three hundred and ninety-one students was chosen. A review of the structural model indicates that only one hypothesis can be supported statistically, i.e., the causal link from support facilities and infrastructure to customer satisfaction.

Item Type: Article (Journal)
Additional Information: 6828/44849
Uncontrolled Keywords: service quality, satisfaction, higher education
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Dr Muhammad Tahir Jan
Date Deposited: 28 Sep 2015 15:52
Last Modified: 25 May 2016 11:34
URI: http://irep.iium.edu.my/id/eprint/44849

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