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A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education

Jager, Johan W de and Jan, Muhammad Tahir (2016) A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education. Actual Problems of Economics, 176 (2). pp. 358-369. ISSN 1993-6788

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Abstract

This study focuses on the influence of academic factors, the role of ICT and management on customer satisfaction. The sample of 391 students from two universities in South Africa was chosen random to participate in the study. Exploratory Factor Analysis (EFA) was used followed by Confirmatory Factor Analysis (CFA), and finally Structural Equation Modelling (SEM). Management-related factors resulted with the strongest significant impact on customer satisfaction followed by academic factors.

Item Type: Article (Journal)
Additional Information: 6828/50836
Uncontrolled Keywords: higher education; customer satisfaction; South Africa; students’ survey; factor analysis; structural equation modellin
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
L Education > LB Theory and practice of education > LB2300 Higher Education
Kulliyyahs/Centres/Divisions/Institutes: Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User: Dr Muhammad Tahir Jan
Date Deposited: 23 Jun 2016 11:38
Last Modified: 19 Dec 2016 15:16
URI: http://irep.iium.edu.my/id/eprint/50836

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