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    Are higher education institutions delivering customer satisfaction?

    de Jager, Johan W.; Jan, Muhammad Tahir; Hebblethwaite, Denisa

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    Date
    2015-12
    Citation:
    de Jager, J.W., Jan, M. T., & Hebblethwaite, D.E. (2015, December). Are Higher Education Institutions Delivering Customer Satisfaction?. ANZAM (Ed.), 29th Australian and New Zealand Academy of Management (ANZAM) Conference 2015. Managing for Peak Performance. (pp. 36-43)
    Permanent link to Research Bank record:
    https://hdl.handle.net/10652/3381
    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 impact of ‘support facilities and infrastructure’ on customer satisfaction can be supported statistically.
    Keywords:
    tertiary education, service quality, customer satisfaction, institutional policy makers, New Zealand, student satisfaction, tertiary students
    ANZSRC Field of Research:
    130103 Higher Education
    Copyright Holder:
    Australian and New Zealand Academy of Management (ANZAM)

    Copyright Notice:
    All rights reserved
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    This digital work is protected by copyright. It may be consulted by you, provided you comply with the provisions of the Act and the following conditions of use. These documents or images may be used for research or private study purposes. Whether they can be used for any other purpose depends upon the Copyright Notice above. You will recognise the author's and publishers rights and give due acknowledgement where appropriate.
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    • Management and Marketing Conference Papers [79]

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