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ERIC Number: EJ870603
Record Type: Journal
Publication Date: 2009
Pages: 17
Abstractor: As Provided
Reference Count: 93
ISSN: ISSN-0884-1241
The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Education
Shah, Abhay
Journal of Marketing for Higher Education, v19 n2 p125-141 2009
Researchers have found a strong relationship between improvements in quality and satisfaction, revenue, and cost. However, no study to date investigates the same for higher education. This study investigates whether institutions of higher education have implemented quality improvement programs, and if so, if the results are similar to what has been observed with firms in the private sector. The study proposes and tests five hypotheses, and findings support four of the five hypotheses, with partial support for the fifth hypothesis. The study finds that implementing quality programs leads to an increase in satisfaction among constituent groups, increase in revenue, and a reduction in costs. The findings also show that increased satisfaction (due to improved quality) also leads to increase in revenue and reduction in costs. (Contains 5 tables and 1 figure.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A