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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Bibliographic Details
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/ http://irep.iium.edu.my/50837/ 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

id	iium-50837
recordtype	eprints
spelling	iium-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 NonPeerReviewed 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/
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
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/ http://irep.iium.edu.my/50837/ 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
first_indexed	2023-09-18T21:11:56Z
last_indexed	2023-09-18T21:11:56Z
_version_	1777411310996160512

Are higher education institutions delivering customer satisfaction?

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