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Kazungu, Isaac; Kubenea, Hadija – Journal of Applied Research in Higher Education, 2023
Purpose: Higher learning institutions (HLIs) need to have quality service facilities to achieve customer satisfaction and positive word of mouth (WoM). The purpose of this study is to assess customer satisfaction as a mediator of service facility and WoM in the context of Tanzania's HLIs. Design/methodology/approach: A mixed-methods approach was…
Descriptors: Foreign Countries, College Students, Higher Education, Services
Abidin, Munirul – International Journal of Instruction, 2021
Knowing the stakeholder's perception of educational quality is essential for Higher Education (HE) institutions because it reflects the market acceptance of its products. The study aims to analyze stakeholders' satisfaction with HE's quality through the performance of its graduates. Data collected through surveys to 258 customers in 15 educational…
Descriptors: Stakeholders, Employer Attitudes, Educational Quality, Higher Education
Portia M. Johnson – ProQuest LLC, 2023
This study examines the relationship between retention and customer satisfaction at a historically black college and university (HBCU). Using a mix-methods approach, which includes surveys, interviews, and focus groups with first year college students, we analyze the factors that contribute to student satisfaction and the extent to which…
Descriptors: Black Colleges, College Freshmen, Student Satisfaction, Academic Persistence
Raza, Shaukat Ali; Naqvi, Abir Hassan; Gill, Sajjad Ali – Bulletin of Education and Research, 2020
The purpose of the study was to investigate the corporate total quality management practices and corresponding results achieved by corporate sector firms of Lahore, Pakistan with implications for the business schools offering TQM courses. The variables studied include leadership, resource management, performance measurement and feedback,…
Descriptors: Foreign Countries, Total Quality Management, Corporations, Business Administration Education
Twum, Kojo Kakra; Adams, Matilda; Budu, Stephen; Budu, Rosina Akuokor Anati – Journal of Marketing for Higher Education, 2022
This study examines the influence of library service quality dimensions (i.e. service affect, information access, library as place, and personal control) on user satisfaction, as well as user satisfaction on user loyalty. Data were drawn from 349 library users from a public university library in Ghana. The hypothesized relationships were analyzed…
Descriptors: Academic Libraries, User Satisfaction (Information), Users (Information), Library Services
Singh, Leena; Das, Moumita – Asian Journal of Distance Education, 2019
Quality aims at meeting customer satisfaction through its various attributes in a product, process or system. Quality has to meet the requirements of a competitive environment, offer good price for cost and meet customer satisfaction. In the Open and Distance Learning (ODL) system, quality means the special attributes of ODL, such as being…
Descriptors: Educational Innovation, Educational Quality, Quality Assurance, Benchmarking
Eberle, John – ProQuest LLC, 2018
This study implemented an information technology service management at a university and measured the effects that implementation had on customer satisfaction scores and key performance indicators (KPI). This project used industry best practices for ITSM processes, project management, and change management to implement the system. This project also…
Descriptors: Information Technology, Program Implementation, Management Systems, Higher Education
Blijlevens, Janneke – Journal of Marketing Education, 2023
Marketers and designers are likely to work together on innovation teams as they both have customer satisfaction as their end goals. Collaboration between these disciplines in innovation teams is often impaired due to the different thought-worlds that drive decision making: intuitive versus rational. To facilitate collaboration between design and…
Descriptors: Marketing, Teaching Methods, Design, Guidelines
Aklilu Alemu – Cogent Education, 2023
The study aimed to investigate undergraduate students' perceptions of the service quality at Madda Walabu University. An innovative sequential explanatory mixed-methods design was employed to comprehensively analyse students' experiences. The quantitative analysis utilized the well-established and adapted SERVQUAL tool with a substantial sample of…
Descriptors: Undergraduate Students, Student Attitudes, Educational Quality, Expectation
Oti, Akponanabofa Henry; Farrell, Peter; Berrais, Abbes; McMahon, Paul; Boulbibane, Mostapha; Paschalis, Spyridon; Osman, Yassin; AL-Faraj, Furat; Duncan, Malcolm – Higher Education, Skills and Work-based Learning, 2022
Purpose: In line with business goals of customer satisfaction, higher education institutions of learning consider excellent student experience a priority. Teaching and learning are important aspects of satisfaction that are monitored annually by universities using tools such as the National Student Survey (NSS). The NSS results are useful for…
Descriptors: Student Diversity, Engineering Education, Interdisciplinary Approach, Student Projects
Nawi, Noorshella Che; Fong, Michelle; Tatnall, Arthur – Journal of Information Technology Education: Research, 2014
This paper describes a research case study of Internet apparel marketing by small businesses in Malaysia which can beneficially be included in postgraduate business courses for understanding the importance of measuring customer satisfaction at point-of-purchase and post-purchase in online purchases. The sample size in this research is 154…
Descriptors: Information Technology, Marketing, Foreign Countries, Surveys
Swai, Calvin Zakaria; Nkaizirwa, Josephat Paul; Hugo, Alfred Kisuda; Mahenge, Cosmas Anyelwisye; Komba, Philbert Sixbert – Cogent Education, 2022
Assessing customers' satisfaction with service quality has been a common practice that allows leaders and managers to improve service delivery to the customers in business studies. In education, the measurement of student satisfaction has received popularity and so does the satisfaction of teaching staff. Studies examining student teachers' and…
Descriptors: Foreign Countries, Student Teachers, Tutors, Teacher Education
Garipagaoglu, Burçak Çagla – International Journal of Psychology and Educational Studies, 2022
This research aims to examine student satisfaction at higher education institutions through the estimation of a student satisfaction index (SSI) by simultaneously building a strategic management map (SMM) to help higher education leaders identify the areas for improvement at their institutions during COVID-19 induced hybrid education in Turkish…
Descriptors: Test Construction, Student Satisfaction, College Students, Strategic Planning
Sitanggang, Nathanael; Luthan, Putri Lynna Adelinna; Hamid K., Abdul – International Journal of Instruction, 2021
Efforts to increase student satisfaction as higher education customers need to be made, since student satisfaction is related to the university quality. This research aimed to study the model of student satisfaction as university customers by using survey method. The sample was determined to be 208 people who were obtained by proportional random…
Descriptors: Correlation, Educational Quality, Quality Assurance, Student Satisfaction
Bulatbayeva, Aigul; Kudro, Nataliya; Nessipbayev, Serik; Bashchikulov, Akylbai; Maxutova, Irina – Journal of Curriculum and Teaching, 2022
The current trends in professional military education and professional activity of special military school graduates as future officers require a more thorough and detailed approach not only to assessing the development of their professional and general competencies, but also constant monitoring of the quality of curricula and speciality-oriented…
Descriptors: Military Schools, Educational Quality, Foreign Countries, Higher Education