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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
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
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
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
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
Xiao, Jian; Wilkins, Stephen – Journal of Higher Education Policy and Management, 2015
Student satisfaction has become an important concept in higher education because students are paying higher tuition fees and increasingly seeing themselves as customers and because satisfaction is commonly used as an indicator of quality by quality assurance agencies and the compilers of rankings and league tables. In business organisations, it…
Descriptors: Teacher Effectiveness, Student Attitudes, Questionnaires, Asians
Wang, Cheng-Cai; Chen, Chin-Tsu; Chen, Chun-Fu – Educational Studies, 2012
This study aimed to discuss the relationships among the brand image of universities (external variables), university satisfaction (mediating variables) and customer lifetime value (internal variables). The findings can serve as a reference for higher educational institutions in strengthening their advantages and overcoming their shortcomings, as…
Descriptors: Universities, Foreign Countries, Structural Equation Models, Reputation
Sembiring, Maximus Gorky – Open Praxis, 2015
Student satisfaction associated with persistence, academic performance, retention, and its relations to career advancement were examined. It was aimed at measuring service quality (Servqual) dimensions as a foundation of satisfaction and how, in what comportments, they were interrelated. The study was conducted under explanatory-design. Data was…
Descriptors: Student Attitudes, Structural Equation Models, Empathy, Reliability
Serenko, Alexander – Assessment & Evaluation in Higher Education, 2011
The purpose of this project is to empirically investigate several antecedents and consequences of student satisfaction (SS) with Canadian university music programmes as well as to measure students' level of programme satisfaction. For this, the American Customer Satisfaction Model was tested through a survey of 276 current Canadian music students.…
Descriptors: Student Attitudes, Educational Environment, Tuition, Music Education
Department of Defense Education Activity, 2011
The Department of Defense Education Activity (DoDEA) Customer Satisfaction Survey is a biennial survey administered by DoDEA to parents and students to monitor DoDEA's success in meeting students' needs. The survey is administered every other year to sponsors with children in pre-kindergarten-12th grade and to students in grades 4-12. For the…
Descriptors: Disabilities, Public Education, Public Schools, Mass Media
Shurair, Amal S. A.; Pokharel, Shaligram – Quality Assurance in Education: An International Perspective, 2019
Purpose: The purpose of this paper is to investigate and report students' perception of service quality in a university by examining the perceptual context of service quality with respect to students' loyalty behavior, image of the university and culture/values. Design/methodology/approach: A research framework is developed for quality assessment…
Descriptors: Foreign Countries, College Students, Student Attitudes, Educational Quality
Ibrahim, Mohd Zuhdi; Ab Rahman, Mohd Nizam; Yasin, Ruhizan M. – International Education Studies, 2014
The purpose of this study is to examine students' perception of quality of service offered in Malaysian skills training institutes and how it influences overall satisfaction. This study employed a questionnaire survey involving seven skills training institutes in Klang Valley, Malaysia. From 600 questionnaires distributed, 419 were returned (69.8…
Descriptors: Foreign Countries, Student Attitudes, Skill Development, Institutes (Training Programs)
Department of Defense Education Activity, 2011
Every two years the Department of Defense Education Activity (DoDEA) administers the DoDEA Customer Satisfaction Survey (CSS) to all parents with children attending DoDEA schools and all 4th-12th grade students enrolled in a DoDEA school. Parents were asked to complete one survey for each school in which they had a child enrolled. The purpose of…
Descriptors: Disabilities, Public Education, Public Schools, Mass Media
bin Mohd Amin, Mohd Rushidi; Piaralal, Shishi Kumar; bin Daud, Yon Rosli; bin Mohamed, Baderisang – International Review of Research in Open and Distributed Learning, 2020
This study investigated the relationships among justice dimensions (distributive, procedural, interpersonal, and informational), university image, service recovery satisfaction, and customer behavioural outcomes (trust, word of mouth, repurchase intention, and loyalty). This study adopted a cross-sectional survey approach and data were collected…
Descriptors: Foreign Countries, Justice, Distance Education, Open Universities