NotesFAQContact Us
Search Tips
Peer reviewed Peer reviewed
Direct linkDirect link
ERIC Number: EJ868379
Record Type: Journal
Publication Date: 2009-Dec
Pages: 14
Abstractor: As Provided
Reference Count: 64
ISSN: ISSN-0950-4222
The Value of Client Perceptions in University Strategic Planning: An Empirical Research Study
del Barrio-Garcia, Salvador; Luque-Martinez, Teodoro
Industry and Higher Education, v23 n6 p423-436 Dec 2009
Given the normative changes in higher education at European, national and regional levels, together with social, economic, demographic and technological developments, universities need to adopt a client-oriented approach and to make this client orientation an integral component of their strategic planning process. The university's "clients" should thus be involved in its strategic planning. This paper demonstrates how an importance-performance analysis applied to the perceptions of different groups of clients and stakeholders about the institution can be an effective tool in this regard. The proposed methodology will assist managers, and those responsible for university planning, to diagnose the internal situation of the institution by building matrices of points of excellence and deficiencies. In illustrating the effectiveness of this methodology, the authors stress the need for higher education institutions to move from a product orientation, based on the notion that the institution is best able to decide what its clients need, to a client orientation, based on knowledge of who its clients are and on a detailed investigation of their needs and interests. (Contains 3 tables and 9 figures.)
IP Publishing Ltd. Available from: Turpin Distribution Services. Stratton Business Park, Pegasus Drive, Biggleswade, Bedfordshire, SG18 8TQ, UK. Tel: +44-1767-604957; Fax: +44-1767-601640; e-mail:; Web site:
Publication Type: Journal Articles; Reports - Evaluative
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Spain