Rozprawy doktorskie: „Student as customer”

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Fox, Stephen. "The 'student as customer' metaphor : a case study of education students". Thesis, University of Huddersfield, 2006. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.431510.

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Brown, Robert Maxwell. "Drivers of student satisfaction and student loyalty in an Australian university setting". Connect to this title, 2006. http://theses.library.uwa.edu.au/adt-WU2007.0060/public/02whole.pdf.

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Thesis (Ph. D.)--Graduate School of Management, University of Western Australia.
Title taken from title screen (viewed October 5, 2007). Includes bibliographical references (p. 355-383) and appendices.

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Brown, Robert Maxwell. "Drivers of student satisfaction and student loyalty in an Australian university setting". University of Western Australia. Graduate School of Management, 2007. http://theses.library.uwa.edu.au/adt-WU2007.0060.

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[Truncated abstract] The Australian higher education sector has changed markedly in the last two decades. The size of the sector has swelled in size as new universities have been created from former Colleges of Advanced Education and Institutes of Technology, and succeeding governments have introduced policies that have embedded increasingly corporate and commercial practices into university administration. This has caused the creation of what are becoming known as ‘enterprise universities’. This thesis examines hypotheses arising from two fundamental questions. (i) Given the increasingly market-oriented higher education environment in Australia, will a model developed from the study of services marketing (which has developed since the 1970s as a distinct sub-branch of the Marketing discipline) show itself to be applicable to universities operating in the Australian sector? (ii) If so, are there demonstrable differences in the way in which ‘student customers’ respond in terms of the antecedents of customer satisfaction and customer loyalty within different types of university? . . . The study found that the model tested was highly appropriate for indicating the major antecedents of satisfaction and loyalty in this setting. It showed that the institutional image was a relatively stronger antecedent of perceived value and customer satisfaction than were elements of service quality, and that the model was effective in accounting for a large proportion of the variance found in students’ loyalty to their institution. It also found that there was relatively little difference between students attending different types of university in these matters. It argues that there is an important imperative for Australian universities to take a strategic image management approach to their marketing initiatives, and also issues related to the nature of higher education as a positional and public good.

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Jha, Dipra. "Influence of selected factors on customer satisfaction in UW-Stout residence halls". Menomonie, WI : University of Wisconsin--Stout, 2004. http://www.uwstout.edu/lib/thesis/2004/2004jhad.pdf.

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Crawford, Sarah L. "Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002crawfords.pdf.

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Keblawi, Amal, Isak Johansson i Dennis Svensson. "Student satisfaction in a higher education context". Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11165.

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Purpose - The purpose of this study is to find out to what extent the business administration students of Kristianstad University feel satisfaction in regard to service quality. Also, we want to find out if the impact of positive news about the university affects the students’ level of satisfaction. Approach/methodology - In order to be able to answer these questions, a quantitative research was conducted. Additionally, we used a 7-point Likert scale to measure the students’ opinions. Findings - The study found that the students were satisfied with the university, despite a negative service quality-gap. Furthermore, service quality only affected customer satisfaction to a small degree. Also, we found a positive relation between the impact of positive news and the level of satisfaction amongst the students. Research limitations/implications - The University may look at this paper’s findings and use them to realize its strengths and weaknesses. Future research may be conducted to find out if other factors have greater impact on customer satisfaction than service quality does. Originality – This study is unique in the sense that it investigates the service quality-gap in a higher education context. Also, the study brings new knowledge of the impact of positive news on customer satisfaction. Social implications - Hopefully, the impact of this study will increase the public’s insight of Kristianstad University. A study similar to this one is useful to any organization in the world, in order to establish the level of satisfaction from time to time.

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Murray, Jacqueline Ann. "Improving student satisfaction at a Caribbean university using a customer focussed strategy". Thesis, Edinburgh Napier University, 2018. http://researchrepository.napier.ac.uk/Output/1253524.

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The study aimed to determine the drivers of student satisfaction with the services offered by a Caribbean university. The study, premised on the marketing concept of customer satisfaction, used the Expectation Disconfirmation Model, a widely used tool, to operationalise the study. The study sought to determine (i) the level of customer (student) satisfaction with the services offered by a Caribbean university; (ii) the factors that influence customer (student) satisfaction level with the services offered by a Caribbean university; (iii) to provide management of the Caribbean university with a means through which the business performance of the institution might be improved and (iv) to identify the conceptual link between a Caribbean university and students' perception of the service it offers. Weighted Importance Scores, Gap Scores, and Overall Satisfaction Scores were computed on the data obtained from 512 students across the two campuses of the university. The analysis revealed that the majority of students were more dissatisfied rather than satisfied with the services and service providers of the university and that students' overall view of the services was poor or fair and that of the service providers more fair than poor. There were, however, instances where students were satisfied or delighted with the services provided by the university. The study uncovered thirteen dimensions - Attitude, Setting, Tangibles, Deliverables, Copying Facilities, Ergonomics, Utilities Responsiveness, Reliability, Security, Communication, Value for Money, Credibility - which drove student satisfaction. Two emergent dimensions, “Value for Money” and “Credibility”, could be considered overarching drivers of students' satisfaction. The findings have implications for practice since it was able to leverage the marketing theory of customer satisfaction on students at higher education and use the Expectation Disconfirmation Theory to model and ascertain student satisfaction. The study was able to identify dimensions and concomitant factors of importance to students on which the university could direct improvement efforts. The study lays claim to originality owing to the uniqueness of the model and the sample used in the study to ascertain drivers of student satisfaction at higher education.

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Fleming, Rebecca M. "Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Center phase II /". Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002flemingr.pdf.

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Hadašová, Iva. "Měření spokojenosti zákazníků společnosti Student Agency, s. r. o". Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2007. http://www.nusl.cz/ntk/nusl-221508.

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This master’s thesis lays emphasis on the satisfaction of the customer and building up relationship between the company and the customer. The thesis contains the measurement of passengers’ satisfaction with coach services offered by Student Agency, Ltd. and the proposal for improvement of these services, the aim of which is to attract more satisfied customers and to increase the occupancy of the routes. Thanks to this proposal, the company is able to strengthen its competitiveness.

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Weinfurtner, Dawn. "Customer frequency and satisfaction in the Memorial Student Center at the University of Wisconsin-Stout". Online version, 1998. http://www.uwstout.edu/lib/thesis/1998/1998weinfurtnerd.pdf.

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Wei, Sijia, i Jingxian Lu. "Determinants of Swedish Bank Selection Choices by International students". Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-15487.

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Aim: This study aims to explore bank selection criteria employed by international students in Gavle, Sweden. Methodology: Data was collected through semi-open structure questionnaire. The researchers do sampling a total of 101 students in the University of Gavle. After data collection through questionnaire, data was analyzed through SPSS19 software. A non-probabilistic convenience sampling was employed and data was analyzed to be refined and reduced in a manageable way. Conclusion: There are four factors which are the main reasons in influencing international students choosing banks in Sweden. This study reveals that “Good service provision”, “assurance”, “value added service”, “convenience and security” have significant influence on the bank selection decision of international students. There is no difference between ethnicity in influencing factors. Besides, different genders have same influencing factors as the four factors in this research. Implications and value of this research: This research steps further in the investigation about customer bank selection behavior. It is the research that focuses on individual customers of banks especially in Sweden. Furthermore, the results of this research can be beneficial for banks to identify appropriate strategies to attract and retain international students. Suggestion for future studies: The international students are banks’ potential customers in the long run. Because the results of this study are only based on customer’s perceptions, it could be an interesting research area for future researchers to investigate the correspondence between and service providers’ and consumers’ perceptions. In addition, because one of our study limitations was that the research only conducted in one city: Gavle, it would be interesting to investigate other Swedish universities international students for the same topic.

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Banwait, Kuldeep. "The student as customer : a study of the intensified marketisation of higher education in England". Thesis, University of Derby, 2017. http://hdl.handle.net/10545/622828.

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The literature review revealed two opposing views of the ‘student as customer’; either it is considered to be a deliberate policy construct rooted in the marketisation of higher education, which encourages public universities to behave like private businesses. Or it is considered to be a natural extension of rising consumerism in society, rendering universities as ‘cathedrals of consumption’. Both perspectives recognise that there is an attempt at creating a market in English higher education. This study discusses a ‘paradigm shift’ signalling an intensification of marketisation that began in the early 1980s. The purpose is to identify how these policy changes are perceived, by interviewing a large sample of senior managers and policy analysts in English higher education. Four themes emerged from the interviews. First, universities were said to be becoming increasingly “business like” suggesting that senior managers of English universities were faced with an identity crisis in grappling with their purpose as businesses or educational institutions. Second, was the idea that they performed in a “market like” fashion, displaying an uncomfortable acceptance of the idea whilst being open to the discussion of a free market in the future. Third, was the characterisation of student relationships with the university as “customer like” revealing an uncertainty as to whether students are customers or not. Fourth, was “individualism” a concept accepting the fact that universities would have to see higher education as an individual investment by a student. The implication of these uncertain themes is that senior managers would need to get out of ‘debate mode’ to adopt a clear and radical stance instead of being locked in the indecisive “like” dilemmas. They must develop the ability to see through the ‘strategy illusion’ and either challenge or accept the policy-induced uncertainties of higher education in the 21st century.

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Ghori, Shakil. "Deconstructing concepts of student satisfaction, engagement and participation in UK higher education : an empirical analysis using cross-sectional and longitudinal data". Thesis, Oxford Brookes University, 2016. https://radar.brookes.ac.uk/radar/items/5e0c00ca-7795-41fc-9937-fe517db8d15e/1.

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This thesis argues that established models of student satisfaction in higher education fail to take into account the contribution that students make towards their own learning and satisfaction and postulates a holistic model of student satisfaction. This thesis also highlights that student satisfaction is a slow and incremental process spread over several semesters and thus can more appropriately be understood longitudinally. Based on the conceptual framework, a theoretical model is presented and empirically explored using two datasets: a cross-sectional dataset comprised of 147 students and a longitudinal dataset comprised of 66 students. Both datasets were collected from students at Oxford Brookes University. The longitudinal data is collected for 2 years (4 semesters). A theoretical model is presented and tested for empirical support using structural equation modelling (SEM) for the cross-sectional dataset while SEM growth curve modelling is employed to analyse the longitudinal dataset. The results provide overwhelming support for the proposed theoretical model and confirm that student satisfaction is indeed a multi-faceted concept and cannot be understood solely on aspects of student learning experiences like many established models. It can more appropriately be understood using other concepts that signify the contribution of students in their own learning and satisfaction such as student engagement and student participation. The results also point out the significance of understanding student satisfaction longitudinally and give an insight into students’ growth trajectories as well as their perceptions about student satisfaction at different times during their course.

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Choolirat, Kanokkan, i Adthawat Rattanalertthada. "Understanding Swedish students' perspective in decision to study at Universities in Thailand : The case study of Mälardalen University Student". Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-6088.

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The main objective of this thesis is to understand why there is imbalance of exchange students of Sweden and Thailand. We have analyzed the interviewed data of Swedish students who had experience of studying at universities in Thailand. Our research has revealed the factors and issues behind the imbalance situation. After analyzing factors we have proposed some recommendations in order to improve the pedagogy to increase the number of Swedish students deciding to study at Universities in Thailand so that the exchange imbalance could be reduced. Furthermore, we have proposed a favor product package for Swedish students that can help them to decide to study in Thailand.

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Roxner, Disa, i Jonna Tarakkamäki. "Det relationsbyggande arbetet : En kvalitativ studie om företags perspektiv på kortsiktiga kundrelationer". Thesis, Karlstads universitet, Handelshögskolan (from 2013), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-76347.

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Kundrelationer har blivit allt viktigare i alla branscher på grund av teknologisk utveckling och ökad konkurrens. Företags fokus har till följd av detta förflyttats från produkter till kunderna. Avsikten med denna studie har varit att ta reda på vilka incitament som finns för att arbeta med kundrelationer och hur det arbetet ser ut, med hänsyn till de meningsskiljaktigheter som förekommer i tidigare forskning avseende betydelsen av kundrelationer. Detta har studerats på relationen mellan hyresvärdar som tillhandahåller studentbostäder och deras hyresgäster, vilket är en relation som karaktäriseras av kortvarighet på grund av boendets tillfälliga karaktär. Den begränsade mängd forskning som behandlar kortsiktiga kundrelationer och den långsiktighet som ofta lyfts fram i befintlig forskning, medför att det finns ett särskilt intresse av att öka kunskapen om denna relation. Syftet med denna studie har varit att ta reda på vilka incitament företag har för att arbeta med kortsiktiga kundrelationer samt beskriva hur det relationsbyggande arbetet ser ut. Denna kvalitativa studie behandlar hyresvärdens perspektiv, sex hyresvärdar med studentbostäder har intervjuats. Det kan konstateras att dessa hyresvärdar arbetar med relationsbyggande aktiviteter mot sina studenthyresgäster, trots studentbostadens tillfälliga karaktär och den kortvarighet som relationen karaktäriseras av. Incitamenten för att arbeta med kundrelationer, vilka identifierades i denna studie, är rykte, konkurrenskraft, nöjda kunder, förtroende och varaktighet. Studiens resultat visar även att hyresvärdarna arbetar med relationer genom att uppfylla hyresgästernas behov, vilket görs genom god kommunikation samt olika aktiviteter och åtgärder. Organisationens utformning var ytterligare en aspekt som spelade roll för det relationsbyggande arbetet, främst då utformningen möjliggör kommunikation med hyresgästerna.
Customer relations have become more important in all industries due to technological development and increased competition. As a result, company focus has shifted from products to customers. This study intended to find out which incentives exist for working with customer relations and how they implement their work, taking into account the differences that exist in previous research regarding the importance of customer relations. This has been studied on the relationship between landlords who provide student housing and their tenants, which is a relation characterized by short duration due to the temporary nature of the accommodation. The limited amount of research that discuss short-term customer relations and the long-term perspective that is often highlighted in existing research, results in a particular interest in increasing knowledge about this relationship. The purpose of this study has therefore been to find which incentives companies have to work with short-term customer relations and describe how they implement this work. This qualitative study concentrates on the landlord’s perspective, six landlords with student housing has been interviewed. It can be stated that these landlords work with relationship-building activities towards their student tenants, despite the short duration and temporary nature of the accommodation. The incentives for working with customer relations, which were identified in this study, are the company’s reputation, competitiveness, satisfied customers, trust and durability. The study also shows that landlords work with relations by meeting the tenants needs, which is done through good communication, activities and arrangements. Also, the design of the organization mattered for the relationship-building work, mostly because the design enables communication with the tenants.

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Kelso, Richard Scott. "Measuring undergraduate student perceptions of service quality in higher education". [Tampa, Fla] : University of South Florida, 2008. http://purl.fcla.edu/usf/dc/et/SFE0002507.

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Sappey, Jennifer Robyn, i n/a. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work". Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20070228.110927.

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This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.

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Sappey, Jennifer Robyn. "Flexible Delivery in Australian Higher Education and its Implications for the Organisation of Academic Work". Thesis, Griffith University, 2006. http://hdl.handle.net/10072/365506.

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This doctoral research explores the implications for the employment relationship of the intersection between employment relations and customer relations. The context for the research is Australian higher education - specifically those university workplaces which are strongly market focused and where resourcing is inadequate to meet customer expectations. Traditionally, serving one's customer has meant providing goods or services (as requested by the customer) and doing so with courtesy (as defined by social custom). The customer was clearly outside the traditional employment relationship between employer and employee, although a focus of its output. However, in the context of post-Fordist production systems and post-modern values including the rise of consumption, there has occurred an intersection of product and labour markets which has led to changes to the employment relationship and the labour process. The thesis answers the questions: In higher education, does the student-as-customer have significant influence on the organisation of work? If so, does this constitute a reconfigured model of the employment relationship? The rationale for re-examining the employment relationship in the context of changing consumption patterns lies in the search for more extensive explanations of factors which influence the labour process with the suggestion that consumption is of increasing relevance for industrial relations theory and practice (see for example Heery 1993; Frenkel, Korczynski, Shire and Tam 1999a). The growth of a culture of consumption and changing consumption patterns are symptomatic of change which is central to the Australian economy as a whole and to higher education in particular (Usher, Bryant and Johnson 1997; Scott 1995a). In this context the doctoral research explores the social relations involved in the process of Australian higher education as a service encounter. It examines the implications for the organisation of work in particular, and the traditional bipartite employment relationship in general (between employer and employee although it is noted that the state has a peripheral role), of the student's newly constructed status of customer. The research focus is on flexible delivery which is seen as a key strategic response by higher education institutions to meet their perceptions of their customers' needs and wants. Flexible delivery is a pedagogy, a marketing tool and a form of work organisation and is a fertile domain within which to seek the intersection of employment relations and customer relations. In keeping with the labour process ethnographic tradition, this research employs Burawoy's (1991) methodology of Extended Case Method. This doctoral research raises critical issues related to the incongruence between current Australian national research ethics regimes and long established ethnographic methods employing participant observation. The practical consequences of the national research ethics regime for empirical research are explored in the concluding chapter. The data identifies that university managements' preoccupation with customer relations has undermined the traditional employment relationship between employing institution and academic. While the academic employee in the service encounter is engaged in the primary relationship of the bipartite employment relationship, management's incorporation of the student-customer into formal organisational processes which may lead to control over the organisation of work, potentially brings into being a tripartite employment relationship between employee/employer/customer. In such a model, customer relations is no longer merely the output of the employment relationship but a process within it, with customers acting as management's agents of control. This thesis introduces the concept of the customer as partial-employer. The thesis findings challenge the current management paradigm of customer focus as a 'win-win' situation. In Australian higher education customer focused strategies have emerged from managerial assumptions about student-customer needs and wants, specifically those of flexibility and value-for-money. The unintended consequence of these assumptions on the academic labour process has been a significant shift in the balance of power between academic educator and student at the level of the service encounter, with the subjugation of traditional academic authority to the power of the consumer in what has become a market relationship.
Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Griffith Business School
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Crocker, Marylynne. "An evaluation to determine if there is a communication gap between Campus Auxiliary Services and their student customers /". Online version of thesis, 1993. http://hdl.handle.net/1850/11787.

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Mhlauli, Gugu Elizabeth. "Measuring the service quality of a financing department at a University of Technology". Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/1238.

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Thesis submitted in fulfillment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology
This study aims to measure the service quality with student loans that are provided by the Finance Department of a University of Technology (UoT). In the current academic environment, it is critical for a Finance Department to provide high quality of services to enable students fulfilling their academic performance. However, if the service quality of Finance Department is not up to standard, then students (customers) more likely to struggle in receiving all supporting financial aids for their studies. This will further impact on their whole academic life negatively. Based on the relevant literature, SERVQUAL model is one of the classical tools that were commonly used to measure the quality of services. Thus, this study applied SERVQUAL model to measure the service quality that provided by the Finance Department at the UoT. A combination of both qualitative and quantitative research approach was conducted in this study. Data were collected through interviews with staff members (n1=15) and a structured questionnaires for students (n2=43). All the key variables from the questionnaire and interview questions were derived from relevant literature. The reliability of dataset was tested through Cronbach’s Alpha value. Data were analysed through SPSS, MoonStats and Excel worksheet. The personal information of all the participants was protected. The findings revealed that there is a gap between students expectation and staff members perception towards the service quality that provided by the Finance Department. Students were generally satisfied with the service quality although staff members perceived that they have made efforts in providing good quality services to them. However, there are areas needs improvements in the service process such as management commitment, employee involvement, regular training programmes for skill development, and etc. This study further recommends that the financing office needs to use SERVQUAL model as an effective tool to track service delivery patterns and its nature of administration along tangibles, unwavering quality, responsiveness, confirmation and compassion measurements within the department. Moreover, SERVQUAL model can be used an useful approach to other service sector for quality improvements within the university.

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Kask, Ogenblad Oscar, i Hamid Sabaro. "Studenters kollektivtrafik : Studenters preferenser och önskemål på ett nytt biljett- och informationssystem inom kollektivtrafiken i Värmland". Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-13566.

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Molopyane, J. "Through the eye of a student : customer care in academic libraries, a case at the Central University of Technology, Free State". Interim : Interdisciplinary Journal, Vol 13, Issue 4: Central University of Technology Free State Bloemfontein, 2013. http://hdl.handle.net/11462/319.

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Published Article
The purpose of this research was to investigate the perceptions of clients namely, students, about the quality of library services and also the quality of staff client relationship. It was envisaged that through this study the perceptions, feelings and views of students in as far as their needs satisfaction could be illuminated. The study addressed the following concerns: Apart from the physical and other library resources, are there other mechanisms of evaluating the quality of services an academic library has to offer? In order for an academic library to improve service quality, what role should clients play? What are their concerns about their information needs consideration and what other possible means can be done to satisfy those needs?

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Kao, Tzu-Hui. "University student satisfaction: an empirical analysis". Lincoln University, 2007. http://hdl.handle.net/10182/1833.

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New Zealand's tertiary education sector has experienced political reform, social changes, economic changes and globalisation in the last two decades, and the sector has become more internationally competitive. DeShields, Kara, and Kaynak (2005) recommended that management of higher education should apply a market-oriented approach to sustain a competitive advantage. Therefore, understanding and managing students' satisfaction and their perceptions of service quality is important for university management if they are to design and implement a market-oriented approach. The purpose of this research is to gain an empirical understanding of students' overall satisfaction in a university in New Zealand's higher education sector. A hierarchal model is used as a framework for the analysis. Fifteen hypotheses are formulated and tested to identify the dimensions of service quality as perceived by university students, to examine the relationship between students' overall satisfaction with influential factors such as tuition fees (price) and the university's image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. In addition, students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity. The findings of the study are based on the analysis of a sample of 223 students studying at Lincoln University. Support is found for the use of a hierarchical model and the primary dimensions; Interaction Quality, Physical Environment Quality, and Outcome Quality, as broad dimensions of service quality. Ten sub-dimensions of service quality, as perceived by students, are identified. These are: Academic Staff, Administration Staff, Academic Staff Availability, Course Content, Library, Physically Appealing, Social Factors, Personal Development, Academic Development, and Career Opportunities. The results indicate that each of the primary dimensions vary in terms of their importance to overall perceived service quality, as do the sub-dimensions to the primary dimensions. In addition, the statistical results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioural intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study. The results of the analysis contribute to the service marketing theory by providing an empirically based insight into the satisfaction and service quality constructs in the New Zealand higher education sector. The study also provides an analytical framework for understanding the effects of the three primary dimensions on service quality and the effects of service quality on constructs including price, image, satisfaction, and favourable future behavioural intentions. This study will assist management of higher education to develop and implement a market-oriented service strategy in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions.

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Sinicki, Justin M. "A Social Psychological Perspective on Student Consumerism". University of Toledo / OhioLINK, 2017. http://rave.ohiolink.edu/etdc/view?acc_num=toledo1493396227402883.

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Posey, Jamie. "Student Perceptions and Expectations of Library Services Quality and User Satisfaction at Walters State Community College". Digital Commons @ East Tennessee State University, 2009. https://dc.etsu.edu/etd/1836.

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The purpose of this study was to explore students' perceptions of library services offered at Walters State Community College. This research involved LibQUAL+™, a nationally known academic library assessment instrument that measures three dimensions on a scale of approximately 22 aspects of service, divided into 6 groups (Heath, Kyrillidou, & Askew, 2004, p.264). These 3 dimensions are the following: Affect of Service (AS), Information Control (IC), and Library as a Place (LP). Responses of 666 students at Walters State Community College, Morristown, Tennessee, indicated the students' perceptions of acceptable minimum level of service, perceived levels of service, and desired levels of service. Each dimension was assessed by mean scores and p values to determine students' level of satisfaction with the library. Independent samples t tests were conducted to analyze the association between perceived means of the 3 service quality dimensions for the following: (1) Walters State Community College compared to 4 other community colleges, (2) male and female students at Walters State Community College, (3) traditional students 22 years old and younger and nontraditional students over age 22 at Walters State Community College. Pearson's correlation was conducted to analyze the relationship between library budgets and library services. Based on the findings of this study, Walters State Community College Library's mean scores were higher than the other 4 community college's in the 3 service quality dimensions. However, Walters State Community College's results indicated substantial room for improvement in the Affect of Service dimension. The mean scores between male and female students at Walters State College showed no differences among the 3 service quality dimensions. The findings also indicated that nontraditional students over age 22 rated Affect of Service and Information Control higher than did traditional students age 22 and younger. In addition, findings indicated a fairly strong relationship between library budget and the Information Control dimension for the 5 community colleges studied. The data offered in this study provided useful information for library self-study and ideas for improving the college's library services.

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Zachhuber, Bernhard, i Per Adolfsson. "Putting a Price Tag on Loyalty : The Relationship of Customer-Segment Pricing and Student Loyalty in the Case of the Mecenat Card at Jönköping International Business School, Sweden". Thesis, Internationella Handelshögskolan, Högskolan i Jönköping, IHH, Marketing and Logistics, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-18316.

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Background Catering to customer needs and wants by, at the same time, reaping maximum profits has, since the beginning of trade, been a tricky task for companies. Customer-segment pricing, i.e. offering lower prices to different target group segments, and its retail manifestation, student discounts, cater to students’ budgetary constraints, serving not only their particular needs but in return offering the company the possibility to reap long term profits from loyal students. High levels of price sensitivity among students provide companies a welcome point of action to address students and make them both attitudinal and behavioural loyal customers by means of financial incentives. The Mecenat card grants students access to those discounts – but does it help to make them loyal? Purpose The purpose of this thesis lies in the exploration and description of a potential relationship between customer-segment pricing, i.e. student discounts and the formation of student loyalty. This exploration shall further be accompanied by a thorough analysis of the Mecenat card as a loyalty program and its ability to evoke student loyalty within the student body of Jönköping International Business School. Method The research interest was served best by conducting qualitative prior to quantitative research. The focus groups allowed for a first insight into the topic and students’ opinions. These findings were then described by means of content analysis and further processed in quantitative research. An electronic survey was used to collect data from a sample drawn out of the total population of JIBS students. The data then was processed by means of descriptives, correlations, T-tests and factor analysis. Conclusion Students at JIBS are a highly profitable customer segment, willing to be both attitudinal and behavioural loyal to stores that cater to their budgetary constraints by offering student discounts. The Mecenat card, however, due to low awareness and usage levels within the student body does not facili-tate, but rather hinders, the development of student loyalty. Thus, the find-ings were also processed into managerial implications that could help im-prove the service, such as improvements in communication

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Kulík, Lukáš. "Návrh a analýza modulů systému student - school relationship management". Master's thesis, Vysoká škola ekonomická v Praze, 2012. http://www.nusl.cz/ntk/nusl-162527.

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This diploma work is concerned with planning and analysing modules of Student-School Relationship Management system (referred to as S-SRM) at universities in the Czech Republic. The goal of this diploma work is to basically devise and afterwards to verify the modules of the S-SRM system from the point of view of their contents and peripherally also its functionality. The part of the goal, that is concerned with the design, is accomplished by the description of the individual modules of the S-SRM system. One part of the goal dealing with the verification of these modules is fulfilled by the means of a research in the group of future users of the S-SRM system (students). This research is realised via the questionnaire on the Internet, and by the means of the comparison of the chosen parts of proposed modules of the S-SRM system with the goals gained in the previous requirements analysis (which means the questionnaire on the Internet). The diploma work is divided into six parts. The first part states the topic. The second part is concerned with the CRM systems (Customer Relationship Management) which are the basis for S-SRM systems. This part is followed by the third section that describes the individual modules of the S-SRM systems, and it also shows the options for its enlargement. The fourth part is dedicated to the questionnaire survey and determination of hypothesis. The analysis of the data gained in the survey is stated in the fifth section that are hypothesis evaluated. In the last, the sixth part, there are inferred the conclusions emerging from the previous parts. The theory of the suggested parts of the modules of the S-SRM system and the practice, the results gained in the previous analysis of the requirements, are compared in this last section. There are two main assets of this diploma work. One of the main assets is the proposal of the modules of the S-SRM itself from the point of view of its content and peripherally its functionality. The second main asset is the realisation of the questionnaire survey and the analysis of the gained data that show the preferences of one group of the users of the S-SRM system, namely the students.

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Barros, Natalia. "Value in acquisition shaped by Customer Experience : a study of syndicate groups influence on the student experience and overall perceived MBA value". Diss., University of Pretoria, 2015. http://hdl.handle.net/2263/52292.

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This study explored value co-creation during the acquisition process of a credence good by undertaking the study of MBA student experiences when interacting in syndicate groups. The study utilised exploratory research with in-depth qualitative interviews by applying the critical incident technique to analyse positive and negative experiences that occurred during the acquisition of the MBA qualification. Insights were generated concerning how syndicate groups contribute to the value creation process and outcomes perceived by MBA students, further offering propositions for future research that will contribute to theory on the value creation process.Findings of this study indicated that MBA students in South Africa believe that syndicate interactions added more value for personal development than academic development. The extent of such development can be improved or influenced by group diversity as well as by the format provided by the institution to support the interactions. The findings of this study concerning the role of consumers in value creation during the acquisition process of credence goods, contributed to the literature on value cocreation and on credence goods. It was found that consumers have a much more active role to play in value creation during the acquisition process of a credence good, than was purported in the literature supporting this study.
Mini Dissertation (MBA)--University of Pretoria, 2015.
pa2016
Gordon Institute of Business Science (GIBS)
MBA
Unrestricted

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Setterquist, Annika. "Kvalitetsstyrning i grundskolan : Hur relaterar skolor till begreppet kund, måluppfyllelse och kvalitet? En studie av tio grundskolors kvalitetsredovisningar". Thesis, Stockholms universitet, Institutionen för pedagogik och didaktik, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:su:diva-101284.

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Since the nineties the words customer, effectiveness and quality have become part of everyday school life. Municipalities’ makes regular customer surveys to measure both independent schools as municipal schools ' quality. A common method for customer research and background studies is that parents and students are asked to respond to simple Web-based surveys. Customer satisfaction and/or customer dissatisfaction options are presented in tabular form, based on the percentage that expresses a particular position within a query. The measure of customer satisfaction and quality, risks being the ability to satisfy individual targets – not to maximize public benefit. The school is the cutoff point between mission to nurture democratic citizenship and to compete for students with other providers. This situation creates many a dilemma – not least when the measure of quality is squeezed into quality methods that can only measure what is easily measurable, such as statistics of amount of examination, national test scores and customer satisfaction. Can the school's complex operations, quality and effectiveness (customer value) be measured with the industry and business methods, parameters and in percent? The aim of my study is to investigate if these methods and the quality management practice had an impact at school and if so – discuss how and if this influenced the writing of quality reports. Ten randomly selected schools ' quality reports have been examined quantitatively, qualitatively analyzed and interpreted. It is possible to find traces of industrial-quality thinking in quality reports and see a link to the New Public Management? The notion that quantity measure ratings statistics and results of national tests is assumed to indicate schools' quality. Quality reports in elementary school does not work for describing schools quality so that quality becomes possible to compare between different schools, nor as a concrete tool to drive school improvement and quality improvements in schools' everyday work.

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Phillips-Orban, Jill. "Are students customers? : a study of freshman students' perceptions on customer service". Virtual Press, 1996. http://liblink.bsu.edu/uhtbin/catkey/1020178.

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The purpose of this study was to investigate the role of customer service in higher education. Student perceptions of customer service were collected and examined through a survey instrument developed for this study. Two-hundred and seven participants completed the survey resulting in a 23% return rate.Freshmen students at Ball State perceive themselves to be customers entitled to a high quality service through both service areas and academic departments of a university. Results from the survey showed that a majority of the students believe they are the most important group of people at a university. In addition, over 90% believe a university's purpose is to serve students. Students reported they have experienced courteous and personalized service in both academic departments and service areas of a university. They also stated that customer service wasequally important in both academic and service areas of a university.When describing positive and negative interactions between faculty and staff, students' responses varied greatly. About half of the respondents reported experiencing positive interactions with both faculty and staff, while the other half, experienced negative interactions with both faculty and staff. When discussing negative interactions with both faculty and staff, some of the common themes included: rudeness, being treated like a child, individuals not knowing their names, and not having time to help them. On the contrary, the common themes with positive interactions included: politeness, being treated with respect, knowing names of the students and helpfulness.
Department of Secondary, Higher, and Foundations of Education

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Pausits, Attila [Verfasser]. "Student Relationship Management in der akademischen Weiterbildung : die strategische Ausgestaltung der Kundenbeziehungen an Hochschulen unter besonderer Berücksichtigung des Customer Relationship Management Ansatzes / Attila Pausits". Flensburg : Zentrale Hochschulbibliothek Flensburg, 2006. http://d-nb.info/1019230827/34.

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Danč, Radek. "Podnikatelský start-up FairList s.r.o". Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2015. http://www.nusl.cz/ntk/nusl-225034.

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The thesis is associated with designing a business plan for a start-up named FairList Ltd.. The business plan is developed on the basis of the originally designed economic model which does not generate the needed profit. Attention is especially given to the analysis of the market and the identification of the specific needs of language educators and potential students who play an essential role in the success of the entire project.

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Arvidsson, Emelie, i Emma Arvidsson. "Är det öppet köp på utbildningen? : En kvalitativ studie om två högskolors utformande av strategisk kommunikation till presumtiva studenter". Thesis, Karlstads universitet, Fakulteten för humaniora och samhällsvetenskap (from 2013), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-82731.

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Den utbildningsmarknad som utvecklats de senaste decennierna har alltmer inneburit att lärosäten strategiskt arbetar med relationsbyggande kommunikation för att sälja sina utbildningsutbud. Problemområdet omfattar därmed en komplexitet inom utbildningskommunikation hos högskolor. Med hjälp av ett teoretiskt ramverk omfattande Bourdieu, Mayhew, Carlbaum och Allelin analyserar vi webbaserade texter hos en statlig och en privat högskola, genom att tillämpa en kvalitativ textanalys. Syftet med studien är att bidra till en ökad uppmärksamhet beträffande hur högskolor aktivt arbetar med strategiskt kommunikationsarbete för att rekrytera studenter, samt att diskutera hur marknadsutvecklingen har influerat den strategiska kommunikationen inom högskolan. Med detta vill vi få en djupare inblick i vad som utmärker kommunikationen hos studiens utvalda högskolor. Vi genomför studien utifrån följande frågeställning: Hur skiljer sig det strategiska kommunikationsarbetet åt mellan Handelshögskolan i Stockholm och Handelshögskolan i Göteborg gällande rekrytering av studenter? Resultatet påvisar många likheter i texternas innehåll, men där skillnader uppstår i form av tonalitet och vad som lyfts fram. De båda högskolorna anspelar på ett socialt kapital och en trygg arbetsmarknad efter avslutade studier, dock på skilda sätt där tonaliteten är avgörande. Handelshögskolan i Göteborg anspelar på en gemenskap och valfrihet för studenten, och Handelshögskolan i Stockholm anspelar på ett starkt nätverk och en framgångsrik yrkeskarriär på stora bolag. Beroende på en presumtiv students preferenser tilltalas denne av olika former av strategisk kommunikation, och väljer således lärosäte utefter detta.
The education market that has developed in recent decades has meant that higher education institutions work strategically with relationship-communication in order to sell their education. The problem area targets therefore a complexity in educational communication in schools at university level. We use a theoretical framework that includes Bourdieu, Mayhew, Carlbaum and Allelin to analyze web-based texts at a state university and a private university, with the use of a qualitative text analysis. The purpose of this study is to contribute to increased attention regarding how schools actively work with strategic communication to recruit students, and to discuss how the market development has influenced strategic communication within the school area. We want to receive a deeper insight into what characterizes the communication of the selected universities of this study. The study is based on the following question: How does the strategic communication work differ between the Stockholm School of Economics and Gothenburg School of Business, Economics and Law regarding the recruitment of students? The result shows many similarities in the content of the texts, but we see differences in the form of tonality and what is highlighted. The two universities allude to social capital and a secure labor market after completing their studies, but in different ways where tonality is crucial. The Gothenburg School of Business, Economics and Law alludes to a community and freedom of choice for the student, and the Stockholm School of Economics alludes to a strong network and a successful professional career at large companies. Depending on a prospective student's preferences, he or she is attracted to various forms of strategic communication, and thus chooses a university according to this.

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Mouton, Estelle. "Studente se persepsies van klientediens deur 'n akademiese departement". Pretoria : [s.n.], 2001. http://upetd.up.ac.za/thesis/available/etd-06102003-153400/.

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Ashraf, Rohail. "Consumers and their brands : how do consumers relate to company or to product brands ?" Thesis, Aix-Marseille, 2013. http://www.theses.fr/2013AIXM1070.

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La thèse vise principalement à démontrer la pertinence du marketing d'entreprises aux consommateurs. A travers deux articles, nous explorons le concept de marketing de l'entreprise dans les domaines qui constituent un intérêt considérable dans la communauté académique telle que les émotions et les relations des consommateurs avec l'entreprise. Le premier article traite des implications des marques d'entreprises vis-à-vis des expériences émotionnelles de consommateurs. L'étude démontre que les différences au niveau conceptuel entre des marques d'entreprises et des marques de produits donnent lieu à des différences significatives et importantes sur les réactions émotionnelles et comportementales des clients. Dans le second article, nous nous concentrons sur la relation de l'identification du consommateur avec les entreprises (ICE). Cette recherche élabore les mécanismes d'engagement basés sur l'identité et leur effet sur les réponses des consommateurs à de nouvelles initiatives de la société.Le troisième article aborde d'une autre question de recherche. Etant donné que les études empiriques faisant l'objet des deux premiers articles font appel à des étudiants comme participants, notre troisième article se concentre sur le fait d'utiliser un échantillon d'étudiants dans les recherches en marketing
The thesis primarily aims to demonstrate the relevance of corporate marketing framework to consumers. Therefore, across two different articles we explore the concept of corporate marketing in areas which hold considerable interest among academicians i.e. consumer emotions and consumer relationships. The first article, deals with the implications of corporate brands on consumer's emotional experiences. The study demonstrates that conceptual differences between corporate and product brands have important and meaningful differences on consumer's emotional and behavioral reactions. In the second article, we focus on consumer's identification relationship with companies. This research elaborates the mechanisms of identity-based commitment and its effect on consumer responses to new company initiatives. The proposed two-tiered, identification-based commitment model explains both positive and negative consumer reactions, an insight missing from prior studies.Finally, the thesis includes a 3rd article which discusses a rather different issue. As the empirical studies in the first two articles use “students” as participants therefore, our third article focuses on the usage of student sample in marketing research. This article explores the underlying argument on the usage of student sample; problems associated with such studies, and identify best practices in French marketing research

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Tahiri, Besnik. "Kundlojalitet : påverkande faktorer för lojalitet". Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-12887.

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I den konkurrensutsatta bankmarknaden har det blivit viktigare att utveckla kundrelationerna då det är ett bra sätt att differentiera sig från varandra. Avsikten med studien är att förklara och analysera vilken inverkan demografiska faktorer har på lojalitet. I teorin har det framförts en presentation på relationsmarknadsföring och dennes betydelse i dagens samhälle. Efteråt har vi utifrån tidigare forskning beskrivit oberoende variabler som kundnöjdhet, förtroende, kommunikation, engagemang, kompetens och beroende variabeln kundlojalitet. Därefter har en presentation av demografiska faktorerna kön, ålder, inkomst och kultur framförts. Dessa faktorer har varit basen för utveckling av vår undersökningsmodell. Utifrån teorin har vi uppmärksammat att tidigare forskare har kommit fram till att kommunikation är en viktig variabel för både förtroendet och lojaliteten. Även nöjdheten och engagemang har i deras undersökningar ett signifikant samband med lojaliteten. Studien har använt sig av deduktiv ansats och utifrån en positivistisk synvinkel. Studien har genomförts med hjälp av en kvantitativ undersökning genom enkätfrågor. Dessa frågor har baserats på tidigare forskning och tilldelats 130 studenter på Malmö högskola vid två olika tillfällen. Analysen har framförts genom statistiska tester i SPSS. Inledningsvis analyserades vilken tillförlitlighet studien har och det visade sig att alla faktorer förutom kompetensen hade hög reliabilitet. Därefter kan vi genom korrelationstestet se att förtroende, nöjdhet, engagemang, kommunikation har en positiv korrelation till kundlojalitet. Studiens sista test var regressionsanalys som prövade vilka faktorer som har ett signifikant samband med kundlojaliteten. Det visade sig att alla faktorer förutom kompetens hade ett signifikant samband med kundlojalitet. Faktorerna slogs samman till en gemensam variabel; kundlojalitet. Detta gjordes i syfte att jämföra hur demografiska faktorer påverkar kundlojaliteten hos studenter. Det resultera i att endast kön var den faktor som hade en signifikant skillnad vilket innebär att den påverkar kundlojalitet. Kultur, ålder och inkomst hade ingen signifikant skillnad. Vi kunde även utläsa att skillnaderna i medelvärde var för små mellan de olika grupperna mot variabeln kundlojalitet
In the highly competitive banking market, it has become more important to develop customer relationships where it is a good way to differentiate themselves from each other. The purpose of the study is to explain and analyze the impact demographic factors have on loyalty. In theory there has been a presentation on relationship marketing and its importance in today's society. Afterwards we have based on previous research described independent variables as customer satisfaction, trust, communication, commitment, competence and dependent variable customer loyalty. Since then, a presentation of demographic factors gender, age, income, and culture have been made. These factors have been the basis for the development of our research model. In theory, we have drawn attention to the fact that previous researchers have come to the conclusion that communication is an important variable for both trust and loyalty. Also satisfaction and commitment in their studies have a significant relationship with the loyalty. The study has used the deductive approach and based on a positive point of view. The study has been carried out with the help of a quantitative study by survey. These questions have been based on previous research and assigned to 130 students at the Malmo University at two different times. The analysis has been made by means of statistical tests in SPSS. Initially the study has analyzed the reliability and it appeared that all of the factors except competence had high reliability. Then we can see that by correlation test trust, satisfaction, commitment, communication has a positive correlation to customer loyalty. The last test was regression analysis which tested the factors which have a significant relationship with customer loyalty. It was found that all the factors except competence had a significant relationship with customer loyalty. Factors were combined into a single variable; customer loyalty. This was done in order to compare how demographic factors affect customer loyalty among students. The result was that gender was the only factor that had a significant difference which means that it affects customer loyalty. Culture, age and income had no significant difference. because difference in average was too low to detect an impact on customer loyalty. We could also show that the differences in the mean were small between the different groups with the variable customer loyalty.

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Vander, Sanden Amy L. "Computer usage and campus involvement behaviors among Ball State University freshmen matriculates". Virtual Press, 2001. http://liblink.bsu.edu/uhtbin/catkey/1215369.

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The purpose of this study was to examine the computer habits and involvement of residential freshmen matriculates at Ball State University to determine if there was a difference in campus involvement levels between students who excessively used the computer for personal or recreational activities and students who did not.The project consisted of 149 non-excessive users (five or less hours per week) and 323 excessive users (more then five hours per week) of the computer for the personal or recreational purposes. Freshmen matriculates were involved in a wide range of opportunities. The higher levels of involvement were from opportunities in Residence Hall, Welcome Week, and UniverCity categories.The findings also indicated that excessive computer users were involved as much as non-excessive users. The amount of time students spent on computers for personal or recreational purposes did not deter students from being involved during their first semester at Ball State University.
Department of Educational Leadership

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Mensah, Francis, i Frank Tran. "Do students even care? : En kvantitativ studie om penningtvättsskandalers påverkan på studenter som bankkunder". Thesis, Högskolan Kristianstad, Fakulteten för ekonomi, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-19620.

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I takt med digitaliseringens utveckling har en ny generation växt fram, Generation Y som kohorten benämns är individer födda från mitten av 1980-talet fram tills början av 2000-talet. Generation Y utgör en väsentlig faktor i förståelsen och utvecklingen av samhället samtidigt som de är framtidens kunder. Under år 2018–2019 har flertal svenska banker omfattats i en penningtvättshärva vilket inte bara hotar det finansiella systemet, utan fördärvar även allmänhetens syn på banker. Tidigare forskning visar hur bankers agerande påverkar kunders lojalitet, förtroende och image. Dock råder det ett empiriskt gap vid studier om Generation Ys attityd vid inträffandet av penningtvättsskandaler. Denna uppsats hade i avsikt att studera penningtvättsskandalers effekter på den yngre generationens bankkunder med fokus på svenska högskolestudenter. En kvantitativ enkätundersökning tillämpades med en deduktiv ansats och en positivistisk forskningsfilosofi för att undersöka studiens syfte. Baserat på 82 respondenter visade resultatet att studenternas lojalitet, förtroende samt bank image varierade beroende på egna bankens involvering i penningtvättshärvorna. Resultatet visade att de studenter som inte tillhörde en bank som medverkade i en härva hade en starkare lojalitet, förtroende samt mer positiv bank image i förhållande till de studenter som tillhörde en skandalbank.
With the increased development of the digitalization, a new generation has emerged. Generation Y as the cohort is named, includes people born from the mid-1980s to the early 2000s. The generation has a significant role in the understanding and development of the society, as they are seen to be the future customers. During the years of 2018-2019, multiple Swedish banks had been guilty to money laundering which did not only threatened the system within the financial sector, but did also influence the public’s view of banks. Previously conducted research has shown that actions taken by banks affects the customer’s loyalty, trust and image. However, there exist an empirical gap regarding the study of the Generation Y’s attitude towards the occurrence of money laundering scandals. This thesis aimed to study how money laundering scandals affects Generation Y, with a focus on Swedish students. A quantitative questionnaire was conducted with a deductive approach and positivistic research philosophy to examine the purpose of this study. The findings of the study were based on 82 respondents and showed the student’s loyalty, trust and bank image are affected depending on their bank’s involvement. Results showed that students who did not belong to a participating bank, had a stronger loyalty, trust and more positive image of their bank, in relation to the customers in a bank involved in a scandal.

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Höler, Lisa Marie, i zu Hörste Christin Meyer. "Customer data in the European fashion industry : Investigation of students’ willingnessto share customer data in the fashion e-commerce". Thesis, Högskolan i Borås, Akademin för textil, teknik och ekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-10195.

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The present thesis aims to investigate students’ willingness to share customer data in the fashion e-commerce. Special attention is given to the way trust, benefits and law regulations are discussed in this context. An inductive approach was applied utilizing focus group discussions. The goal of the empirical study was to gain insights in the way students argue about customer data and which feelings are involved. The study highlights findings in the key areas trust, benefits and law regulations. A shift of customer trust from brands to recommendations could be observed. In terms of benefits, focus group participants tend to choose value exchange over traditional rewards. Findings regarding law regulations suggest that the General Data Protection Regulation of the European Union can provide control of customer data but no security. Furthermore, consumer behavior plays an important role when it comes to data sharing attitudes. The experiences and observations of the participants may not be applicable to other studies. Furthermore, the study findings are bounded to the European Union. The findings suggest that trust, benefits and law regulations can influence students’ willingness to share customer data in the fashion e-commerce. The study is unique of its kind as it investigates the willingness to share customer data with the focus on students and fashion e-commerce. Hence, this research paper fills a gap in scientific literature and is valuable for businesses operating in the fashion e-commerce.

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Gebeyehu, Biqila, i David Hörnsten. "Kundrelationer inom banksektorn : Hur svenska storbanker verkar för att säkerställa kontinuitet och lönsamhet inom studentsegmentet". Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26132.

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The purpose of this study is to investigate how the major swedish banks look upon and promote student profitability as well as long-term relationships within the student segment from a CRM point of view. The study incorporates a qualitative course of action with an abductive research approach which has been carried out by conducting personal and telephone interviews with representatives from three out of the four major swedish banks Nordea, Swedbank and Handelsbanken. Our research finds that the banks appear to regard their relationships with students as long-term investments, but that they simultaneously seem to lack distinctive, clear and procreative strategies for securing these relationships. Furthermore, the development of profitability within the student segment is considered an informal process that does not necessarily need to be computed through the use of quantitative estimates. Also, educational variables does not influence the banks as they segment their customer base and the student-centred offerings within the banking industry is to be deemed as being standardized rather than differentiated.

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Swan, Ruth Maddox. "Perceived performance and disconfirmation of expectations as measures of customer satisfaction with information services in the academic library". Tallahassee, FL. :, 1998. http://www.famu.edu/library/RSwan.Pdf.

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Larsson, Madelene, i Sandra Ånebrant. "Förståelsen av kundmissnöje : En undersökning om studenters missnöje och kundbeteende i kollektivtrafiken". Thesis, Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-11680.

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I kollektivtrafiken är socialt oacceptabla beteenden vanligt förekommande och många anställda blir utsatta för kränkningar såsom utskällningar, förolämpningar och/eller svordomar (Strandberg et al. 2008). Branschstatistik visar att ungefär hälften av samtliga arbetsskadeanmälningar till Arbetsmiljöverket mellan åren 2005-2007 kunnat kopplas till våld, hot eller rån (Strandberg 2008). Både polis och socialsekreterare har en lägre anmälningar andel än kollektivtrafiken, medan endast yrkesgrupperna kriminalvårdare och väktare har en högre andel.För att ha en möjlighet till att reducera dessa oacceptabla beteenden är det viktigt att studera kundbeteenden och hitta orsaken till att kunder blir missnöjda. Företag och organisationers kunskap om kundbeteenden är en viktig framgångsfaktor. Kunder som är missnöjda leder till förlorade intäkter och spridning av negativ word of mouth leder till dåligt rykte på marknaden (Gopala et al. 2010).Studien genomfördes för att få kunskap om vilka faktorer som leder till missnöje i kollektivtrafiken och på vilket sätt resenärerna uttrycker sitt missnöje. Studien inriktades mot kollektivtrafiken i Karlstad och bland studenter vid Karlstads Universitet. Studien baseras dels på fokusgrupper, dels en enkätundersökning samt viss sekundärdata från Karlstadsbuss.Karlstadsbuss egna undersökningar visar att endast 2 % av Karlstads resenärer är missnöjda med bussbolaget (se bilaga 4). Däremot visar resultatet från denna studie att det finns ett betydligt större missnöje bland studenter. Missnöjet förmedlas dock sällan till Karlstadsbuss. Det absolut vanligaste sättet för studenter att uttrycka sitt missnöje genom negativ word of mouth.

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Eriksson, Amanda. "Are students of today tomorrows profitable customers? -‐ A case studie on students as a targeted group within the banking industry". Thesis, KTH, Fastigheter och byggande, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-152596.

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The fact that many banks today target students with concessional deals is no news. Students are a coveted group at the financial institutions, above all because they will most likely have a secure and well paid occupancy after they have finished their studies. This study will show the importance of banks attracting the students as customers and that the students will continue being customers even after having finalised their studies. It will also show that the banks market themselves towards the students as if students were a homogenous group as well as proving the benefits of calculating a student’s Customer Lifetime Value (CLV). The study is based on research articles within the subject, one interview with the CEO at one of the banks in Sweden and two surveys that were sent out to 10 000 people that are either part of a current student deal at a bank or has been. The result shows that the bank will increase its long-‐term profitability if it has more students in the customer base. Given that the students remain as customers of the bank after their studies are finished. The results also show the significance of dividing the group "students" based on chosen variables depending on the banks objective and CLV. From this it is concluded that it is less expensive reaching out to the academic meritorious customers in an early stage then to obtain these customers hindsight.
Att många banker riktar sig mot studenter med förmånliga erbjudanden är ingen nyhet. Studenter är en eftertraktad målgrupp hos de finansiella institutionerna, framför allt eftersom chansen är stor att studenter efter studierna kommer att få välbetalda jobb. Den här studien kommer att visa vikten av att banker attraherar studenter som bankkunder och att studenter fortsätter att vara bankkunder efter avslutade studier. Den kommer även visa att banker marknadsför sig mot alla studenter som en homogen målgrupp, samt fördelarna med att räkna ut en students Customer Lifetime Value (CLV). Underlaget till studien är forskningsartiklar och rapporter inom ämnet, en intervju med en VD för en svensk bank och två enkäter som skickats ut till 10 000 personer som antingen är med i ett studenterbjudande hos en bank eller har varit det. Resultaten visar att banker skulle öka sin långsiktiga lönsamhet om de hade fler studenter som bankkunder, förutsatt att de stannar kvar som kunder efter avslutade studier. Resultatet visar även betydelsen av att dela upp studenterna i mindre delsegment efter valda variabler beroende på bankens målsättning och CLV. Utifrån detta dras slutsatsen att det är mindre kostsamt att nå ut till de akademiskt meriterade kunderna i ett tidigt skede än att erhålla dessa kunder i efterhand.

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Brakhage, Harold H. "Customer experience in online higher education| A study of adult online college honor students". Thesis, Baker College (Michigan), 2015. http://pqdtopen.proquest.com/#viewpdf?dispub=3738530.

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The researcher explored the lived experience of adult online college honor students (AOCHS) with the goal of describing critical factors that support academic success. The study addressed a gap in the literature concerning how the technology and virtual context of adult online college education are perceived, interpreted, and employed by the most successful students in undergraduate online college degree programs. Participants described how they perceived their online learning experience, what meaning they attribute to this experience, and what strategies they employ to achieve academic success in the online learning environment. The study was based on Deming’s total quality management philosophy, Nonaka’s theoretical context for knowledge generation, and the community of inquiry (CoI), a conceptual framework for online education. An online questionnaire and individual telephone interviews were used to gather qualitative data, which were analyzed using thematic coding and analytic induction to address the study’s purpose and answer the research questions. Follow-up interview subjects were purposefully selected to provide a heterogeneous sample based on self-reported demographics, priorities, and motivations. Results showed that honor students’ expect that the technologies and user interfaces in online college classes should be as engaging and effective as social media, online entertainment, and Internet commerce technologies that they use in their nonacademic lives. That online instructors should be active and encouraging participants in the learning process. And that students’ personal, academic success is supported by a mature self-image and work ethic, effective time management and workload planning, clear and timely communication with faculty members, positive collaboration with classmates, and fluent use of learning technology.

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Kuo, Yu-Ching. "Learner, customer or ambassador? : identity constructions of overseas students in the discourse of entrepreneurialism". Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/10006493/.

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In this thesis, I examine overseas students' identity construction in the context of entrepreneurial discourse in relation to the way that the UK government, UK higher education institutions, and university staff and overseas students interact with one another. Overseas students' identity is multifaceted. I am interested in how overseas students' learner and customer identities are constructed and reconstructed in the process of negotiating entrepreneurialism and its interrelated and competing discourses, such as such as OSs as learners, OSs as customers, OSs as change agents and OSs as ambassadors. My empirical research is carried out as qualitative research drawing on ethnographic approaches, and conducted in four UK universities. I interviewed more than 50 postgraduate overseas students and 22 university staff at different levels across universities. My analytical scope is influenced both by interactionism and poststructural concepts of discourses and ideas, emphasising the micro/macro links, rather than posing a dichotomy between micro/macro analytical levels. My central argument is that the ways in which university staff negotiate the notions of 'learner' and 'customer' influence overseas students' identity constructions. The hidden debates on overseas students' learner and customer identities were latently entwined with the construction of overseas students as victims, as problems and as beneficiaries of the marketisation of higher education. These hidden debates illuminate challenges which overseas students have to overcome, when they resist and negotiate their learner and customer identities. My research should counterbalance the one-sided and distorted perspective of overseas students, particularly made by the media, which portrays them as sources of income as well as sources of problems for the UK universities.

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Gleerup, Andreas, i Marcus Harborn. "How do students choose their banks?" Thesis, Kristianstad University College, School of Health and Society, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-5888.

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The purpose of this dissertation is to investigate customer behaviour in the banking industry of students at Kristianstad University. We wanted to test the theory of Customer based brand equity in the banking industry but also to challenge this theory with other independent theories which we have identified as important concerning customer behaviour the banking industry.

The banking industry is an interesting business since it affects nearly everyone. Banks are known to focus much of their marketing on customer retention which makes this specific industry extra interesting for an investigation about customer behaviour.

Kevin Keller‟s theories on Customer based brand equity was the catalyst that created our interest in this subject. The combination of this theory and the specific nature of the banking industry helped us form our problem. The chosen segment to investigate was students at Kristianstad University. Mainly because of the specific time limit this segment was the most suitable for this dissertation.

The result indicates that the factors from the CBBE-model were not significantly connected to students‟ customer behaviour in the banking industry. However, it can be argued that some factors are still relevant when explaining customer behaviour in the banking industry. One of the challenging theories, Intergenerational Influence, proved to have a significant connection to customer behaviour. It can be argued that Intergenerational Influence is the most important factor when explaining students‟ customer behaviour in the banking industry. The results of this dissertation can be useful for banks in order to make their marketing strategy more efficient.

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Chiang, Jing Fen. "Cultural impact on customer perception of service quality in the hotel industry: A comparative study of Eastern and Western respondents". CSUSB ScholarWorks, 2006. https://scholarworks.lib.csusb.edu/etd-project/3041.

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The purpose of the study was to investigate cultural aspects that influence customer perception of service quality in the hotel industry, specifically those that influence Eastern and Western respondents. A questionnaire was developed to assess cultural differences on perceptions, which included a modified version of the SERVQUAL scales, an instrument used to measure service quality. The convenience sample consisted of students enrolled in the MBA program at a Western university (N=152; Eastern=57.9%, Western=34.9%, Other=7.2%). Findings indicated that there were no significant differences between Eastern and Western cultures in perceptions of service quality. A sample questionnaire is included.

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Gonçalves, Carla Alexandra Magalhães. "Internationalization Plan - How can UniPlaces improve its customer acquisition strategy in the London market?" Master's thesis, NSBE - UNL, 2014. http://hdl.handle.net/10362/11898.

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A Work Project, presented as part of the requirements for the Award of a Masters Degree in Management from the NOVA – School of Business and Economics
UniPlaces is a Portuguese start-up in the online reservation business covering the student housing market, which entered the London market in August 2013. After discussing with UniPlaces, it was possible to verify that their main issue in London is their customer acquisition strategy. Hence, the purpose of this Work Project will be to study and explore how UniPlaces can improve its customer’s acquisition strategy in the London market. An analysis of the market was performed in which it was analyzed what are the external factors that can influence customer acquisition such as the attractiveness of the student accommodation market. Moreover, an internal analysis of the firm was conducted in order to understand the company’s strengths and weaknesses as well as its capabilities. These analyses allowed the formulation of hypotheses that led to conclusions and recommendations that will help UniPlaces improve its customer acquisition strategy. With the aim to optimize the business model, strategies and tactics were defined about how to increase brand awareness, how to improve attractiveness of the website as well as the firm and how to improve performance both on the customer side (quality of service) and on the company side (efficacy and efficiency of internal resources). And afterwards an implementation plan was developed for the next three years.

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Toohey, Raiza A. "Wired valentines and webs of love an examination of people's attitudes and their intentions to use the Net to form romantic relationships /". unrestricted, 2007. http://etd.gsu.edu/theses/available/etd-04212007-111917/.

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Thesis (Ph. D.)--Georgia State University, 2007.
Title from file title page. Cynthia Hoffner, committee chair; Kathryn Seely, Yuki Fujioka, Phillip Gagne, Jaye Atkinson, committee members. Electronic text (173 p. : ill. (some col.)) : digital, PDF file. Description based on contents viewed Oct. 12, 2007. Includes bibliographical references (p. 136-159).

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Al-Ghamdi, Abdullah. "Students' perceptions of, and loyalty towards, internet banking : the case of the Kingdom of Saudi Arabia and the United Kingdom". Thesis, Brunel University, 2012. http://bura.brunel.ac.uk/handle/2438/11996.

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The contribution of this study based on the development of a cross-cultural universal framework, which is moderated by the culture dimension (uncertainty avoidance) and examines the factors influencing the individuals’ attitudes and behaviour and, ultimately, the individuals’ loyalty towards Internet banking across different countries (KSA and the UK). The study will contribute towards filling the gap in Internet banking literature by: 1) examining customers’ loyalty as a dependent variable of intention; 2) invariant acceptance of customers across the UK and KSA cultures; 3) and integration of the cultural dimension (i.e. uncertainty avoidance) and demographics (i.e. gender and experience) as factors of invariance across the groups. The framework is based on a number of constructs adopted from the validated theories in information systems (IS), psychology and marketing literature perspectives. Specifically from a psychology perspective, using Theory of Reasoned Action (TRA) and Social Cognitive Theory (SCT) constructs, Attitude, Intention, Subjective Norms, Self-efficacy and Actual Behaviour (i.e. intention towards loyalty) were integrated. From a technological perspective, using Technology Acceptance Model (TAM) constructs, Perceived Usefulness and Perceived Ease of Use were integrated. Besides these constructs, the model also integrates constructs of privacy, security, communication, customers’ experience, Internet banking reputation, trust and loyalty from IS, as well as a marketing perspective. To examine the hypothetical relationships within the conceptual model, this study applied the positivist philosophical approach with quantitative methodology. Out of 1000 questionnaires distributed amongst undergraduate students in UK and KSA, 532 were useable, i.e. 53%. Due to the multilevel stages of the conceptual model, structural equation modelling (SEM), based on analysis of moment structure (AMOS), was applied to analyse the data. In addition, invariance analyses were applied to see the differences across the groups (i.e. moderation effect). Initially, sixteen hypotheses were developed in the model but due to the merger of three constructs (i.e. trust, security and privacy ) into one construct (i.e. trust), and the deletion of three constructs (i.e. communication, customers’ experience and Internet banking reputation) at the confirmatory factor analysis (CFA) process, eleven hypotheses were finally retained for examination. The modification indices (MI) suggested three new paths, and hence, the addition of these new hypotheses brought the number up in total to fourteen hypotheses. The results suggest that the conceptualised model was able to fit with the data in both UK and KSA sample. Within the KSA sample, the model explained 45% variance in customer loyalty, but 60% in UK sample. From the path relationships perspectives, out of fourteen hypotheses ten were supported in the KSA and nine were supported in the UK. The results confirm the study’s argument that customer loyalty is the main construct of individuals’ behavioural intention to accept Internet banking. Within specific countries’ context, after behavioural intention, perceived ease of use was a more important predictor of loyalty in the KSA (i.e. b= 0.28); whereas perceived usefulness was a more important predictor of loyalty (i.e. b= 0.27) in the UK. Furthermore, it was noticed that subjective norm towards behavioural intention, perceived usefulness and ease of use was only significant in the KSA sample. The invariance analysis across the countries revealed significant differences between the KSA and the UK for nine hypotheses. Furthermore, invariance analysis also revealed significant differences across the cultural dimension of uncertainty avoidance (i.e. high and low), and the demographical variable of gender (i.e. male and female). Contrary to this, no difference was found for the demographic variable of experience (i.e. high and low). Based on these results, theoretical and practical implications are advised.

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