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...
| Main Authors: | , , |
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| Format: | Proceeding Paper |
| Language: | English English |
| Published: |
Australian and New Zealand Academy of Management (ANZAM)
2015
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| Subjects: | |
| Online Access: | 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 |
| _version_ | 1848783734300475392 |
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| 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 |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T16:26:03Z |
| format | Proceeding Paper |
| id | iium-50837 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T16:26:03Z |
| publishDate | 2015 |
| publisher | Australian and New Zealand Academy of Management (ANZAM) |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 Proceeding Paper 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/ |
| 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? |
| title | 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_short | Are higher education institutions delivering customer satisfaction? |
| title_sort | are higher education institutions delivering customer satisfaction? |
| topic | HF5001 Business. Business Administration LB2300 Higher Education |
| 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 |