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

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 det...

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Main Authors:	Jager, Johan W de, Jan, Muhammad Tahir
Format:	Article
Language:	English
Published:	Business Perspectives 2015
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/44849/ http://irep.iium.edu.my/44849/ http://irep.iium.edu.my/44849/1/44849_-_Antecedents_of_customer_satisfaction_in_the_higher_education_institutions_of_South_Africa.pdf

id	iium-44849
recordtype	eprints
spelling	iium-448492016-05-25T03:34:43Z http://irep.iium.edu.my/44849/ Antecedents of customer satisfaction in the higher education institutions of South Africa Jager, Johan W de Jan, Muhammad Tahir HF5001 Business. Business Administration 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. Business Perspectives 2015 Article PeerReviewed application/pdf en http://irep.iium.edu.my/44849/1/44849_-_Antecedents_of_customer_satisfaction_in_the_higher_education_institutions_of_South_Africa.pdf 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 http://businessperspectives.org/component/option,com_journals/task,issue/id,319/jid,3/Itemid,74/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Jager, Johan W de Jan, Muhammad Tahir Antecedents of customer satisfaction in the higher education institutions of South Africa
description	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.
format	Article
author	Jager, Johan W de Jan, Muhammad Tahir
author_facet	Jager, Johan W de Jan, Muhammad Tahir
author_sort	Jager, Johan W de
title	Antecedents of customer satisfaction in the higher education institutions of South Africa
title_short	Antecedents of customer satisfaction in the higher education institutions of South Africa
title_full	Antecedents of customer satisfaction in the higher education institutions of South Africa
title_fullStr	Antecedents of customer satisfaction in the higher education institutions of South Africa
title_full_unstemmed	Antecedents of customer satisfaction in the higher education institutions of South Africa
title_sort	antecedents of customer satisfaction in the higher education institutions of south africa
publisher	Business Perspectives
publishDate	2015
url	http://irep.iium.edu.my/44849/ http://irep.iium.edu.my/44849/ http://irep.iium.edu.my/44849/1/44849_-_Antecedents_of_customer_satisfaction_in_the_higher_education_institutions_of_South_Africa.pdf
first_indexed	2023-09-18T21:03:46Z
last_indexed	2023-09-18T21:03:46Z
_version_	1777410796945408000

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

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