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Are higher education institutions delivering customer satisfaction?

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...

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Main Authors: de Jager, Johan W de Jager, Jan, Muhammad Tahir, Hebblethwaite, Denisa
Format: Conference or Workshop Item
Language:English
English
Published: Australian and New Zealand Academy of Management (ANZAM) 2015
Subjects:
HF5001 Business. Business Administration
LB2300 Higher Education
Online Access:http://irep.iium.edu.my/50837/1/ANZAM_paper_on_Higher_Education.pdf
http://irep.iium.edu.my/50837/2/ANZAM-Conference-Program-2015.pdf
http://irep.iium.edu.my/50837/
http://www.anzam.org/conference-material/past-event-material/
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spelling my.iium.irep.508372018-05-23T02:40:52Z http://irep.iium.edu.my/50837/ Are higher education institutions delivering customer satisfaction? de Jager, Johan W de Jager Jan, Muhammad Tahir Hebblethwaite, Denisa HF5001 Business. Business Administration LB2300 Higher Education 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. Australian and New Zealand Academy of Management (ANZAM) 2015 Conference or Workshop Item REM application/pdf en http://irep.iium.edu.my/50837/1/ANZAM_paper_on_Higher_Education.pdf application/pdf en http://irep.iium.edu.my/50837/2/ANZAM-Conference-Program-2015.pdf 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) http://www.anzam.org/conference-material/past-event-material/
institution Universiti Islam Antarabangsa Malaysia
building IIUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider International Islamic University Malaysia
content_source IIUM Repository (IREP)
url_provider http://irep.iium.edu.my/
language English
English
topic HF5001 Business. Business Administration
LB2300 Higher Education
spellingShingle HF5001 Business. Business Administration
LB2300 Higher Education
de Jager, Johan W de Jager
Jan, Muhammad Tahir
Hebblethwaite, Denisa
Are higher education institutions delivering customer satisfaction?
description 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.
format Conference or Workshop Item
author de Jager, Johan W de Jager
Jan, Muhammad Tahir
Hebblethwaite, Denisa
author_facet de Jager, Johan W de Jager
Jan, Muhammad Tahir
Hebblethwaite, Denisa
author_sort de Jager, Johan W de Jager
title Are higher education institutions delivering customer satisfaction?
title_short Are higher education institutions delivering customer satisfaction?
title_full Are higher education institutions delivering customer satisfaction?
title_fullStr Are higher education institutions delivering customer satisfaction?
title_full_unstemmed Are higher education institutions delivering customer satisfaction?
title_sort are higher education institutions delivering customer satisfaction?
publisher Australian and New Zealand Academy of Management (ANZAM)
publishDate 2015
url http://irep.iium.edu.my/50837/1/ANZAM_paper_on_Higher_Education.pdf
http://irep.iium.edu.my/50837/2/ANZAM-Conference-Program-2015.pdf
http://irep.iium.edu.my/50837/
http://www.anzam.org/conference-material/past-event-material/
_version_ 1643613827440312320
score 13.211869

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