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Lee, Chien-Sing; Yew, Lee-Yin – Knowledge Management & E-Learning, 2022
Organizational learning integrates core specialized tacit resources and knowledge to facilitate development of strategic interdisciplinary knowledge development, integration, management and innovation. To promote open innovation within a gig economy, we address three problems: first, to identify which knowledge management view may contribute more…
Descriptors: Knowledge Management, Comparative Analysis, Consumer Economics, Satisfaction
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
Liu, Dongping; Zhang, Hai – SAGE Open, 2021
Teacher online learning is an important way to solve teacher shortage and improve teachers' professional development. However, previous research works that focused on teacher-as-learner satisfaction with online learning were not enough. The aim of this study is to investigate factors that influence teacher satisfaction with online learning. The…
Descriptors: Foreign Countries, Middle School Teachers, Teacher Attitudes, Satisfaction
Gaile-Sarkane, Elina; Jureviciene, Diva; Skvarciany, Viktorija; Iljins, Juris – International Journal of Learning and Change, 2017
The banking sector has developed and extended usage of different services at a distance using the internet in the last decade. Internet-based banking services dominate over other historically provided alternatives. This paper explores the adoption of internet banking in Lithuania and Latvia. Internet banking success model was developed based on…
Descriptors: Banking, Internet, Surveys, Correlation
Shaheen, Amer N. – ProQuest LLC, 2011
This research investigated Electronic Service Quality (E-SQ) features that contribute to customer satisfaction in an online environment. The aim was to develop an approach which improves E-CRM processes and enhances online customer satisfaction. The research design adopted mixed methods involving qualitative and quantitative methods to…
Descriptors: Internet, Design, Web Sites, Business
Goumairi, Ouissal; Aoula, Es-Saâdia; Ben Souda, Souad – International Journal of Higher Education, 2020
The quality of higher education systems currently represents a major challenge for the development of societies. In Morocco, engineering education is at the heart of this development, it is a major and necessary lever which, due to an increasingly demanding job market, faces several challenges. According to Moroccan Directorate for Strategies and…
Descriptors: Foreign Countries, Educational Quality, Higher Education, Engineering Education
Iacoviello, Giuseppina; Bruno, Elena; Cappiello, Antonella – International Journal of Educational Management, 2019
Purpose: The purpose of this paper is to identify, through the preparation of a theoretical framework, the drivers able to highlight the relationships between universities and stakeholders in the area of higher education. It also intends to stress the importance of intellectual capital (IC) regarding its contribution to create the quality of…
Descriptors: Higher Education, Educational Quality, Stakeholders, Universities
Murphy, Sarah Anne; Cerqua, Judith – portal: Libraries and the Academy, 2012
A customer contact center offers academic libraries the ability to consistently improve their telephone, e-mail, and IM services. This paper discusses the establishment of a contact center and the benefits of implementing the contact center model at this institution. It then introduces a practical methodology for developing a valid measurement…
Descriptors: Educational Needs, Academic Libraries, Telecommunications, Program Implementation
Jafari, Mostafa; Hesamamiri, Roozbeh; Sadjadi, Jafar; Bourouni, Atieh – Program: Electronic Library and Information Systems, 2012
Purpose: The objective of this paper is to propose a holistic dynamic model for understanding the behavior of a complex and internet-based kind of knowledge market by considering both social and economic interactions. Design/methodology/approach: A system dynamics (SD) model is formulated in this study to investigate the dynamic characteristics of…
Descriptors: Information Services, Internet, Systems Approach, Models
Garibay, Cecilia; Gutierrez, Humberto; Figueroa, Arturo – Journal of Academic Librarianship, 2010
This paper proposes utilizing a combination of the Quality Function Deployment (QFD)-Kano model as a useful tool to evaluate service quality. The digital library of the University of Guadalajara (Mexico) is presented as a case study. Data to feed the QFD-Kano model was gathered by an online questionnaire that was made available to users on the…
Descriptors: Electronic Libraries, Academic Libraries, Foreign Countries, Case Studies
Olsen, Timothy John – ProQuest LLC, 2012
IT services are increasingly being offered via a shared service model. This model promises the benefits of centralization and consolidation, as well as an increased customer satisfaction. Adopting shared services is not easy as it necessitates a major organizational change, with few documented exemplars to guide managers. This research explores a…
Descriptors: Information Technology, Interaction Process Analysis, Shared Resources and Services, Models
Wu, Hung-Yi; Lin, Hsin-Yu – Computers & Education, 2012
The digital content industry is flourishing as a result of the rapid development of technology and the widespread use of computer networks. As has been reported, the market size of the global e-learning (i.e., distance education and telelearning) will reach USD 49.6 billion in 2014. However, to retain and/or increase the market share associated…
Descriptors: Electronic Learning, Instructional Design, Distance Education, Educational Technology
Nesset, Erik; Helgesen, Oyvind – Scandinavian Journal of Educational Research, 2009
Higher education institutions are becoming increasingly businesslike, a shift that is transforming student loyalty into an important strategic theme for universities and colleges. This paper reports a "cross-over" study that uses well-known theories from service marketing in a new context, that of educational services addressing customer…
Descriptors: Foreign Countries, Higher Education, Student School Relationship, Student Attitudes
Beyond Customer Satisfaction: Reexamining Customer Loyalty to Evaluate Continuing Education Programs
Hoyt, Jeff E.; Howell, Scott L. – Journal of Continuing Higher Education, 2011
This article provides questionnaire items and a theoretical model of factors predictive of customer loyalty for use by administrators to determine ways to increase repeat purchasing in their continuing education programs. Prior studies in the literature are discussed followed by results of applying the model at one institution and a discussion of…
Descriptors: Continuing Education, Marketing, Satisfaction, Evaluation
Hom, Willard – 2000
This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…
Descriptors: College Role, Community Colleges, Educational Assessment, Educational Objectives