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Are higher education institutions delivering customer satisfaction?

de Jager, Johan W de Jager and Jan, Muhammad Tahir and Hebblethwaite, Denisa (2015) Are higher education institutions delivering customer satisfaction? In: 29th Australian and New Zealand Academy of Management (ANZAM) Conference 2015, 2nd-4th December 2015, Queenstown, New Zealand. (Unpublished)

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Abstract

Higher education institutions are realising the importance of a customer centred approach to survival in the face of increased domestic competition and the globalisation of higher education. The objective of the study is to determine the impact of different variables on customer satisfaction in the higher education sector. More explicitly, this study aims to identify the effects of: support facilities and infrastructure; location and access; and image and marketing on customer satisfaction. A random sample of 390 students was chosen. A review of the structural model indicates that only the causal link between ‘support facilities and infrastructure’ and customer satisfaction can be supported statistically.

Item Type: Conference or Workshop Item (Invited Papers)
Additional Information: 6828/50837
Uncontrolled Keywords: service quality, customer satisfaction, higher education, institutional policy makers
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: 11 Jul 2016 09:15
Last Modified: 23 May 2018 10:40
URI: http://irep.iium.edu.my/id/eprint/50837

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