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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
Mohammad Javadi; Mehdi Sarkhosh – Quality Assurance in Education: An International Perspective, 2024
Purpose: This study aims to investigate the perceptions of Iranian English teachers about their teaching efficiency through a specific practicum course, namely, language teaching methodology. Drawing on a marketing education perspective, the researchers sought to measure the service quality offered in universities by examining teachers'…
Descriptors: English (Second Language), Second Language Learning, Second Language Instruction, Language Teachers
Islam, Talat; Ahmad Kassim, Norliya; Ali, Ghulam; Sadiq, Misbah – Learning Organization, 2014
Purpose: The aim of this study is to develop a theoretical framework with which to investigate the inter-relationships between organizational learning culture, normative commitment and customer satisfaction through the use of empirical investigation across the service sector. Design/methodology/approach: A questionnaire-based survey was given to…
Descriptors: Organizational Learning, Organizational Culture, Foreign Countries, Satisfaction
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
Little, Jill M. – Communique, 2021
Emotional labor is the effort and emotions needed "when personal emotion runs counter to those expected and required. It is emotional labor because there is emotional dissonance, (i.e., a mismatch between expected and felt emotions)" (Tunguz, 2020). Emotional labor also refers to the actions taken by employees to meet company standards…
Descriptors: Emotional Response, School Psychology, Psychological Patterns, Cognitive Processes
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
Jabbar, Muhammad Naveed; Hashmi, Muhammad Aamir; Ashraf, Maleeha – Bulletin of Education and Research, 2019
Service quality management plays its vital role for the enhancement of students' satisfaction. This current research paper aims to explore the concepts of service quality management dimensions and its effect on students' satisfaction. In this study, the dependent variable was students' satisfaction which was measured by the independent variable…
Descriptors: Foreign Countries, Public Schools, Private Schools, Student Satisfaction
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
Ye, Pinghao; Liu, Liqiong; Gao, Linxia; Mei, Quanjun – International Journal of Information and Communication Technology Education, 2020
The article finds the main factors affecting women's continuance intention for mobile games, and analyze how and to what extent these factors affect women's continuance intention for mobile games in a research model. In this study, a Model of Factors Affecting Women's continued interest in mobile gaming is comprised of eight variables and relevant…
Descriptors: Females, Computer Games, Telecommunications, Handheld Devices
Korkutata, Abdulmenaf – Journal of Education and Training Studies, 2017
Sport managements supply consumers with services in a number of sport branches. In the same breath sport managements (facilities) should provide customer satisfaction due to the intuition of "client centered and service providing corporations." In this regard, the purpose of the researcher is to analyze whether the pleasure of clients…
Descriptors: Recreational Activities, Athletics, Participant Satisfaction, Demography