A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education
This study focuses on the influence of academic factors, the role of ICT and management on customer satisfaction. The sample of 391 students from two universities in South Africa was chosen random to participate in the study. Exploratory Factor Analysis (EFA) was used followed by Confirmatory Factor...
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| Format: | Article |
| Language: | English English |
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National Academy of Management
2016
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| Online Access: | http://irep.iium.edu.my/50836/ http://irep.iium.edu.my/50836/1/A_STRUCTURAL_EQUATION_MODELLING_APPROACH_TO_INVESTIGATING_THE_IMPACT_OF_ACADEMIC%2C_ICT_AND_MANAGEMENT_RELATED_FACTORS_ON_CUSTOMER_SATISFACTION_IN_HIGHER_EDUCATION.pdf http://irep.iium.edu.my/50836/4/50836-A_structural_equation_modelling_approach_to_investigating_the_impact_of_academic.pdf |
| _version_ | 1848783733985902592 |
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| author | Jager, Johan W de Jan, Muhammad Tahir |
| author_facet | Jager, Johan W de Jan, Muhammad Tahir |
| author_sort | Jager, Johan W de |
| building | IIUM Repository |
| collection | Online Access |
| description | This study focuses on the influence of academic factors, the role of ICT and management on customer satisfaction. The sample of 391 students from two universities in South Africa was chosen random to participate in the study. Exploratory Factor Analysis (EFA) was used followed by Confirmatory Factor Analysis (CFA), and finally Structural Equation Modelling (SEM). Management-related factors resulted with the strongest significant impact on customer satisfaction followed by academic factors. |
| first_indexed | 2025-11-14T16:26:03Z |
| format | Article |
| id | iium-50836 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:26:03Z |
| publishDate | 2016 |
| publisher | National Academy of Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-508362016-12-19T07:16:20Z http://irep.iium.edu.my/50836/ A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education Jager, Johan W de Jan, Muhammad Tahir HF5001 Business. Business Administration LB2300 Higher Education This study focuses on the influence of academic factors, the role of ICT and management on customer satisfaction. The sample of 391 students from two universities in South Africa was chosen random to participate in the study. Exploratory Factor Analysis (EFA) was used followed by Confirmatory Factor Analysis (CFA), and finally Structural Equation Modelling (SEM). Management-related factors resulted with the strongest significant impact on customer satisfaction followed by academic factors. National Academy of Management 2016-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/50836/1/A_STRUCTURAL_EQUATION_MODELLING_APPROACH_TO_INVESTIGATING_THE_IMPACT_OF_ACADEMIC%2C_ICT_AND_MANAGEMENT_RELATED_FACTORS_ON_CUSTOMER_SATISFACTION_IN_HIGHER_EDUCATION.pdf application/pdf en http://irep.iium.edu.my/50836/4/50836-A_structural_equation_modelling_approach_to_investigating_the_impact_of_academic.pdf Jager, Johan W de and Jan, Muhammad Tahir (2016) A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education. Actual Problems of Economics, 176 (2). pp. 358-369. ISSN 1993-6788 http://eco-science.net/downloads.html |
| spellingShingle | HF5001 Business. Business Administration LB2300 Higher Education Jager, Johan W de Jan, Muhammad Tahir A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title | A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title_full | A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title_fullStr | A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title_full_unstemmed | A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title_short | A structural equation modelling approach to investigating the impact of academic, ICT and management related factors on customer satisfaction in higher education |
| title_sort | structural equation modelling approach to investigating the impact of academic, ict and management related factors on customer satisfaction in higher education |
| topic | HF5001 Business. Business Administration LB2300 Higher Education |
| url | http://irep.iium.edu.my/50836/ http://irep.iium.edu.my/50836/ http://irep.iium.edu.my/50836/1/A_STRUCTURAL_EQUATION_MODELLING_APPROACH_TO_INVESTIGATING_THE_IMPACT_OF_ACADEMIC%2C_ICT_AND_MANAGEMENT_RELATED_FACTORS_ON_CUSTOMER_SATISFACTION_IN_HIGHER_EDUCATION.pdf http://irep.iium.edu.my/50836/4/50836-A_structural_equation_modelling_approach_to_investigating_the_impact_of_academic.pdf |