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ERIC Number: EJ1103384
Record Type: Journal
Publication Date: 2016
Pages: 18
Abstractor: As Provided
ISSN: ISSN-0951-354X
Students-as-Customers' Satisfaction, Predictive Retention with Marketing Implications: The Case of Malaysian Higher Education Business Students
Carter, Stephen; Yeo, Amy Chu-May
International Journal of Educational Management, v30 n5 p635-652 2016
Purpose: The purpose of this paper is to investigate two areas of interest: first, to determine business student customer satisfiers that could be contributors to students' current and predicted retention in a higher educational institution (HEI) and second, to use these satisfiers to inform HEI marketing planning. Design/Methodology/Approach: The survey used 10 per cent of the sampling frame from the faculty total business students population. Descriptive statistics and correlation were employed to describe and measure the relationship between the teaching and non-teaching antecedents of student satisfaction and their five constructs (academic experience, teaching quality, campus life, facilities and placement support) and current and intended retention. Standard multiple regressions were run to measure the ß and significant values of the composite variables as stated. Findings: Quantitative results revealed that students were most satisfied with academic experience and it was also the most dominant predictor of students' retention. Other elements such as quality teaching, facilities and internship, though important for student satisfaction, were not predictors of retention. Research Limitations/Implications: Findings based on one Malaysian institution could not be used as a representation of other institutions either locally or internationally. Practical Implications: Suggestions are made as to how HEIs can defend and safeguard their existing and future position by giving maximum attention to both "hard" and "soft" student satisfiers which would add customer value and strengthen their competitive position. Originality/Value: Based on teaching and non-teaching antecedents and constructs, enable HEIs to predict retention and so inform marketing planning in a highly competitive higher education environment.
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Malaysia
Grant or Contract Numbers: N/A