Are higher education institutions delivering customer satisfaction?

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Authors
de Jager, Johan W.
Jan, Muhammad Tahir
Hebblethwaite, Denisa
Author ORCID Profiles (clickable)
Degree
Grantor
Date
2015-12
Supervisors
Type
Conference Contribution - Paper in Published Proceedings
Ngā Upoko Tukutuku (Māori subject headings)
Keyword
tertiary education
service quality
customer satisfaction
institutional policy makers
New Zealand
student satisfaction
tertiary students
ANZSRC Field of Research Code (2020)
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)
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.
Publisher
Australian and New Zealand Academy of Management (ANZAM)
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DOI
Copyright holder
Australian and New Zealand Academy of Management (ANZAM)
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