Artykuły w czasopismach: „Student as customer”

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Koris, Riina, i Petri Nokelainen. "The student-customer orientation questionnaire (SCOQ)". International Journal of Educational Management 29, nr 1 (12.01.2015): 115–38. http://dx.doi.org/10.1108/ijem-10-2013-0152.

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Purpose – The purpose of this paper is to study Bayesian dependency modelling (BDM) to validate the model of educational experiences and the student-customer orientation questionnaire (SCOQ), and to identify the categories of educatonal experience in which students expect a higher educational institutions (HEI) to be student-customer oriented. Design/methodology/approach – This paper employs a cross-sectional quantitative survey study, mixed methods research, exploratory factor analysis and BDM. Findings – The validated model of educational experiences and the SCOQ; results indicate that students expect to be treated as customers in some, but not all categories of educational experience. Research limitations/implications – The authors contribute to existing literature on two fronts: the validated model of educational experiences and the categories of educational experience in which students expect to be treated as customers. Practical implications – The validated SCOQ presented in the paper may be used by other HEIs to assess the degree to which students expect a particular HEI to be customer oriented. Also, HEIs should assess students’ expectations concerning student-customer orientation before employing such an approach. Originality/value – The paper presents a validated model of educational experiences and a SCOQ. Additionally, the study does not investigate whether students expect a HEI as such to be student-customer oriented (as most studies have done so far); instead, the aim is to find out whether, in which categories of educational experience and to what extent students expect a HEI to be student-customer oriented. Thus, the study explores the phenomenon of student-customer orientation at a deeper level, i.e. separately at the level of educational experiences.

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McKnight, Susan, i Mike Berrington. "Improving Customer Satisfaction: Changes as a Result of Customer Value Discovery". Evidence Based Library and Information Practice 3, nr 1 (17.03.2008): 33. http://dx.doi.org/10.18438/b86g73.

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Objective: To identify how interventions, as a result of Customer Value Discovery research, increased student satisfaction in an academic library. The process created a positive environment for ongoing innovation amongst staff to deliver added value to customers. Methods: “Customer Discovery Workshops” were undertaken with academic staff and undergraduate on-campus students to provide managers and library staff with information on what services and resources were of value to customers, and what irritated them about existing services and resources. The impact of interventions was assessed two years after the research by using a university student satisfaction survey and an independent national student satisfaction survey. Results: The findings resulted in significant changes to the way forward-facing customer services were delivered. A number of value adding services were introduced for the customer. Overall customer satisfaction was improved. Conclusions: The customer value discovery research has created a culture of innovation and continuous improvement. The Balanced Scorecard framework was introduced to help track activity and performance against the objectives identified in the customer value research.

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Dropulić, Branka, Zoran Krupka i Goran Vlašić. "Student customer experience". Management 26, nr 2 (21.12.2021): 211–28. http://dx.doi.org/10.30924/mjcmi.26.2.12.

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The higher education (HE) landscape has been undergoing significant changes over the last decade. The trends of globalization and marketization of HE has had a profound impact on the dynamic relationship between students and higher education institutions (HEI) as service providers. Research efforts have been focused on understanding the role of students as customers, drivers of quality and satisfaction, and the emotional aspects of student customer experience (SCX). Despite an ongoing debate on whether students are customers and to what extent the business paradigm can be applied to HE, focusing on students’ higher education experience makes perfect sense, since students provide revenue and create a need for all the supporting services. This paper reviews the literature on SCX in the HE context. The paper aims to reduce the fragmentation of the field by spotting gaps and finding fruitful areas for future research. Using a bibliometric method based on articles indexed in the Web of Science database, it aims to identify the current state of knowledge in the field. The research contributes to both marketing and education theory by offering venues for new research. For policymakers in HE, it may serve as an up-to-date information source when looking for theoretically proven evidence for decision-making.

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Watjatrakul, Boonlert. "Factors affecting students’ intentions to study at universities adopting the “student-as-customer” concept". International Journal of Educational Management 28, nr 6 (5.08.2014): 676–93. http://dx.doi.org/10.1108/ijem-09-2013-0135.

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Purpose – Competitive pressure and declining incomes in higher education have propelled many universities to increase the number of students admitted as a means of increasing their income, while the admitted students are regarded as “customers.” The purpose of this paper is to examine students’ beliefs regarding outcomes of the adoption of the student-as-customer concept and the interaction effects of these outcomes and the social influence on students’ attitudes toward acceptance of the student-as-customer concept and their intentions to study at universities adopting this concept. Design/methodology/approach – The conceptual model was developed to investigate the interaction effects of the five outcomes of the student-as-customer concept's adoption – the universities’ aim toward student satisfaction, the instructors’ neglect of teaching, the impairment of instructor-student relationship, the ease of course achievement, and the improvement of universities’ service quality and social influence on the students’ attitudes toward acceptance of the student-as-customer concept, and their intentions to study at universities adopting this concept. Survey questionnaires were used to collect data from students studying at a large private university inclining to adopt the student-as-customer concept. The structural equation modeling technique was utilized for testing the proposed model. Findings – The results indicate that students believe that the universities’ adoption of the student-as-customer concept will lead to improvement of the universities’ service quality and the degradation of educational quality in terms of the instructors’ neglect of teaching, the impairment of instructor-student relationship, and the ease of course achievement. The improvement of service quality has a positive effect on the students’ attitudes toward acceptance of the student-as-customer concept and their intentions to study at universities adopting this concept. The students’ beliefs toward the degradation of educational quality, on the other hand, have indirect and negative effects on the students’ intentions to study at universities adopting the concept. Interestingly, the effect of social influence on students’ intentions to study at universities adopting the concept is greater than the effects of students’ beliefs toward outcomes of the concept. Originality/value – This study is among the first research to empirically investigate the factors affecting students’ attitudes toward acceptance of the student-as-customer concept and their intentions to study at universities adopting this concept. The paper fills the gap in the higher education literature and provides guidance for universities to consider and prepare for the consequences of the concept's adoption associated with the number of students who intend to study at their universities.

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Firdaus Adrutdin, Khairul, Azlan Ali, Sallaudin Hassan, Jimisiah Jaafar, Nur Syafiqah A Rahim i Muhammad Imran Qureshi. "The Relationship between Knowledge for Customer and Service Quality on Customer Satisfaction: A Study on UniKL MITEC Student Services". International Journal of Engineering & Technology 7, nr 2.29 (22.05.2018): 69. http://dx.doi.org/10.14419/ijet.v7i2.29.13132.

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Knowledge for customer roles (KC) in student services is essentially very much important since the linkage of knowledge creation, sharing, dissemination and acquisition would be the value created for the customers. One of the important elements of customer knowledge (CK) is knowledge for customer roles (KC) and it reflects on how the process of knowledge transfer and exchange are conducted for the benefits of customer satisfaction (CS). This study aims to discuss on the relationship of knowledge for customer roles (KC) and service quality dimensions (SQ) on customer satisfaction (CS) in student services environment. In depth study on the customer knowledge (CK) dimension will be conducted in order to identify the level of knowledge of customers on student services and how the process of knowledge transfer and exchange are taking place. The study of service quality dimensions (SQ) in the student services is also conducted in order to identify the element of knowledge transfer and exchange that resides in the service quality RATER dimensions and how it relates to the knowledge for customer roles (KC) and customer satisfaction (CS). In conclusion, the construct of knowledge for customer roles (KC) relationship with the service quality dimensions (SQ) and customer satisfaction (CS) is critically assessed and the empirical studies are to be examined so as to assess on the obtained relationships.

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Tjahyadi, Rully Arlan, Cen Lu i Jeslyn Fionita. "HIEDQUAL (High Education Quality) Dan Kepuasan Mahasiswa: Peran Reputasi Universitas Sebagai Variabel Mediasi". Jurnal Manajemen dan Bisnis Indonesia 5, nr 3 (1.06.2018): 315–26. http://dx.doi.org/10.31843/jmbi.v5i3.170.

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Customers are the main part for the success of any business. Measurement of customer satisfaction is becoming vital for the long term sustainability of any organization especially service organization. In higher education context, student is a primary customer. So student satisfaction is important concept in facing increased pressure of the competition in the education service industry. It is vital for high education institution to have a proper understanding what determinants of student satisfaction. The most of customer satisfaction study have focused on service quality as an antecedent of student satisfaction. Model of service quality that will be examined in this study is HiEDQUAL model of service quality. Five aspects in measuring service quality are teaching and course content, administrative service, academic facilities, university facilities, and service support. This study will also test the role of university reputation as a moderator variable. Samples of this study are active students of Faculty of Economics of Maranatha Christian University. Questionnaires will distribute for 350 students. Research hypothesis will be tested with regression analysis for moderating variable. Keywords: Service Quality, High Education Quality, Reputation, Customer Satisfaction

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Darmadi, Roby, Parlagutan Silitonga i Al AGus Kristiadi. "Pengaruh Social Media Customer Engagement Dan Kepuasan Pelanggan Terhadap Loyalitas Merek Perguruan Tinggi Swasta". Widya Manajemen 3, nr 2 (27.07.2021): 166–77. http://dx.doi.org/10.32795/widyamanajemen.v3i2.1692.

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The broader use of the internet and the behavior of social media users have a significant influence on business management and higher education. Communication and interaction between customers and the company become more open and faster. This study aims to analyze the effect of social media customer engagement and student and alumni satisfaction on college loyalty as a brand and the role of student and alumni satisfaction as a mediator. The research uses a survey method conducted on 220 students and alumni of a leading tourism college in Jakarta who are followers of the college's Instagram account. Analisis data using SEM (StructuralEquation Model) revealed the research results that social media customer engagement significantly influences increasing loyalty to the college. Student and alumni satisfaction significantly influences increasing loyalty to the college and being a mediator that significantly influences customer engagement towards student and alumni loyalty.

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Windiari, Ilham, i Djumarno Djumarno. "THE EFFECT OF SERVICE QUALITY, CUSTOMER RELATIONSHIP MARKETING, AND BRAND IMAGE ON CUSTOMER LOYALTY AND CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE". Dinasti International Journal of Economics, Finance & Accounting 1, nr 6 (15.02.2021): 1048–59. http://dx.doi.org/10.38035/dijefa.v1i6.742.

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Nowadays, intense competition does not only occur in the economic sector, but also penetrates the education sector. There is an analysis gap between information system services, the role of customer relations, and the image of the institution that has not been recognized, has an impact on student satisfaction, as well as the alleged decline in new students based on student and family recommendations. With the consideration of service quality, strategies to build relationships with customers and improve brand image, will determine the level of student satisfaction so as to form student loyalty. This study aims to analyze the effect of Service Quality, Customer Relationship Marketing and Brand Image on Loyalty with Satisfaction as an intervening variable (case study of Academy Telkom Jakarta). This research is categorized in Explanatory Research, with the method of survey using a questionnaire. The sampling technique used is Probability Sampling for a population of 506 student, and considering 305 respondents with Stratified Random sampling method. The analysis used LISREL 8.70 for Structural Equation Modeling (SEM), with a factor loading of 0.05. The results, concluded that there is a relationship between the SERVQUAL, CRM and BRAND variables with the SATISFACTION and LOYALITY variables. Be concluded that, if service quality, customer relationship marketing and brand image are improved, the level of satisfaction will increase, followed by an increase in consumer loyalty..

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Mon, Aye Mya. "Student Expectation and Perception on Service Quality: Gap Analysis Model". International Journal of Academe and Industry Research 4, nr 1 (7.01.2023): 1–23. http://dx.doi.org/10.53378/352958.

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In the competitive market, it is crucial to stand as the market leaders maintaining the current customers offering the satisfying service quality and creating impacts to attract the potential. Hence, this research identifies the gaps between the customer expectation and perception on the academic service quality of an English Department in Yangon, Myanmar through the five dimensions SERVQUAL model. Deductive approach and exploratory research design are applied in the research. The study uses proportional sampling where a definite number of populations is known and the respondents are selected randomly from every batch. Through mixed method, quantitative and qualitative data are collected from 66 respondents attending English Language Programme. The results reveal that there are significant gaps between the customer expectation and perception, and the customers’ expectation level is higher than the perceived service quality. The qualitative data analysis is not merely provided in the research; therefore, it seems weak to identify the detailed opinions of the respondents’ views on the research factors. The customers’ perception and suggestions should be prioritised for the betterment of developmental progress of the academic service quality. The research indicates the prominence of the customer loyalty to maintain the customer satisfaction in the organisation.

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Manggarani, Cynthia Ayu. "THE ROLE OF CUSTOMER ENGAGEMENT ON CUSTOMER LOYALTY: A STUDY AT A PRIVATE HIGHER EDUCATION INSTITUTION". Hasanuddin Economics and Business Review 2, nr 1 (30.06.2018): 71. http://dx.doi.org/10.26487/hebr.v2i1.1483.

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Today, consumers are no longer merely passive recipients of services provided by companies. Consumer's pervasiveness in their service consumption is the embodiment of Goods-Dominant Logic into Service-Dominant Logic paradigm shift. With this shift, consumers are now have the potential to be an effective corporate marketing agent. Private university, as the provider of education services whose survival depends on student participation and funding, is expected to be able to implement the right strategy in the face of the paradigm shift. This study aims to examine the effect of student engagement on student satisfaction. The effect of student satisfaction was then examined on student loyalty. The respondents of 140 students and former students of STIA Al Fithrah in Surabaya became the sample of this study. The results showed that student engagement has an important role to the development of student loyalty.

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CLARET, Dr P. MARY RABALINE. "Is a Student a Customer or Creator?" International Journal of Scientific Research 3, nr 4 (1.06.2012): 168–70. http://dx.doi.org/10.15373/22778179/apr2014/251.

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Groccia, James E. "The Student as Customer versus the Student as Learner". About Campus: Enriching the Student Learning Experience 2, nr 2 (maj 1997): 31–32. http://dx.doi.org/10.1177/108648229700200209.

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Tjahyadi, Rully Arlan, Allen Kristiawan i Ika Gunawan. "RELATIONSHIP MARKETING OUTCOME DALAM KONTEKS PENDIDIKAN TINGGI: PERAN KOMITMEN AFEKTIF, SERVICE CO-CREATION DAN STUDENT ENGAGEMENT". Image : Jurnal Riset Manajemen 10, nr 2 (3.12.2021): 63–74. http://dx.doi.org/10.17509/image.v10i2.35080.

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Higher Education (HE) efforts in creating value demonstrate its commitment to increasing their competitive way in the education market. Academic quality, improving quality, increasing rankings, and increasing brand value (brand value) are strategies that can be carried out to achieve that ranking. It is also necessary to consider other aspects from the emotional side as a source of organizational success when students as the main customers and the development of long-term relationships with customers is very important for the HE. Customer-oriented has become a central topic in the concept of relationship marketing. Customer loyalty is a concept that is a fundamental relational marketing outcome or it can be implemented as a result of relationship marketing (the result of relationship marketing). This study will focus on variables related to emotional dimensions that contribute to the development of long-term relationships with customers in the context of HE. Specifically, this study will examine the effect of variables, commitment, service creation and engagement on student loyalty. The study results show that customer commitment and engagement affect customer loyalty.

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Tjahyadi, Rully Arlan. "Pengujian manfaat relasional dan kualitas hubungan sebagai anteseden loyalitas pelanggan". Jurnal Manajemen Maranatha 19, nr 2 (13.05.2020): 169–78. http://dx.doi.org/10.28932/jmm.v19i2.2433.

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Customer-oriented business culture to be superior to competitors in fulfilling customer needs development (ie through learning) and respond with goods and services that deliver value to customers. The purpose of this study was to examine the effect of relational benefit and relationship quality on student loyalty. The object of research in this study is Maranatha Christian University. The unit of analysis in this study are individuals, such as students. The analysis used in this study is multiple regression with SPSS for Windows. Statistical analysis was used to examine the effect of relational benefit and relationship quality on student loyalty. Based on the results of processing using SPSS, relational benefit positive and significant impact on student loyalty. The same thing on the second hypothesis that relationship quality positive effect on student loyalty.

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Calma, Angelito, i Camille Dickson-Deane. "The student as customer and quality in higher education". International Journal of Educational Management 34, nr 8 (12.05.2020): 1221–35. http://dx.doi.org/10.1108/ijem-03-2019-0093.

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PurposeThis paper explores some management concepts and how applying these concepts from business to higher education can be problematic, let alone incompatible, particularly in relation to measuring quality in higher education.Design/methodology/approachIt provides a conceptual understanding of the literature on quality in the higher education context. It does so by examining the literature on students as customers, customer expectations, customer satisfaction and other management theories that have been applied to higher education.FindingsIt argues that the current bases for perceiving quality such as meeting customer expectations, satisfying the customer, ensuring quality control, meeting standards and assessing the cost associated with poor quality are in disagreement with the principal aims and measures of quality in higher education.Research limitations/implicationsThis paper can certainly benefit from many other concepts in business that have been applied in higher education, which it lacks. It only focussed on a number of key and popular ideas in management theory that have been used in higher education more broadly.Practical implicationsStudent-focussed quality initiatives can be devoid of the student as customer concept. How programs, subjects and experiences are curated can be solely for the purpose of continuous improvement. Second, universities that choose to treat the student as a customer may find it beneficial to apply a relationship marketing approach to higher education. Lastly, those against the student as customer concept may focus on the long-term impact of quality initiatives such as promoting lifelong learning, building long-term relationships with alumni and employers and those that further promote academic integrity.Originality/valueSome considerations have been offered. These considerations revisit the basic notions of teaching and learning in higher education. It puts an emphasis on sidestepping the student as customer metaphor, that learning is not expressed in dollar terms, and that the quality of the student experience cannot be measured by student evaluation alone because it is felt much later in life.

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Pang, Jiao Zi, i Ye Yuan. "Mobile Customer Satisfaction Research Based on Structural Equation Model - Sampling of Student from Beijing University of Posts and Telecommunications". Advanced Materials Research 850-851 (grudzień 2013): 990–93. http://dx.doi.org/10.4028/www.scientific.net/amr.850-851.990.

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This article studies the practical significance of Chinese Mobile operators improve customer satisfaction, conducts researches based on students of Beijing University of Posts and Telecommunications, identifies the impact of mobile customer satisfaction index and uses structural equation modeling to identify the key dimensions that have impact on improving satisfaction. The results show that sales promotions, such as freebies, coupons and raffle have a positive correlation with mobile customer satisfaction, and customers prefer freebies among all kinds of sales promotions. This study also finds that customers personal values are positively correlated to sales promotions; however, there is no significant positive correlation between customers personal value and mobile customer satisfaction.

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Nurbani Kartika, Lucia. "Impact of The Establishment of Listening Skills on the Quality Level of Customer Complaints Handling Ability (Case Study in Business Communications Course Students Yogyakarta)". Journal Research of Social, Science, Economics, and Management 1, nr 7 (20.02.2022): 947–53. http://dx.doi.org/10.36418/jrssem.v1i7.93.

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Product or service provided by a customer feedback on a product or service. Of the quality of the product or service used by the customer. More and more complaints given by customers require extra attention for every company that receives complaints to improve in the manufacture of products or services. For this reason, every company must be able to provide satisfaction to its customers by one way of responding and handling customer complaints appropriately and correctly. The methodology used to conduct this research is a quantitative approach to establish a causal relationship between the impact of listening skills on the customer's ability to handle complaints. In this case, it is a student case study. Based on the above Based on the research results, communication is certainly the most important key in building good relationships between individuals. Through oral or written communication, it is hoped that the public can fully understand what is conveyed by the sender of the message. Inevitably, communication is the most important thing in determining customer satisfaction of a company. Customer complaints about the use of a product or service provide feedback on the quality of the product or service used by customers. Therefore, the authors initiated “The Effect of Listening Skills Training on the Quality Level of Customer Complaint Management” and achieved significant results.

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Macalalad, Marta B. "Customer Service Satisfaction of Frontliners in a University in Cavite". Abstract Proceedings International Scholars Conference 6, nr 1 (29.10.2018): 231. http://dx.doi.org/10.35974/isc.v6i1.1379.

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Frontliners are people who work on the front lines of a business operation, primarily in customer service roles. They are the first to interact with the customers and are expected to represent the face of the business. However, some fronliners are not behaving the way they are expected to behave. This study determined the customer satisfaction of the frontliners of the student finance, records and admission office, cashier, and student services office of one university and compared the satisfaction rating about the services that is provided by frontliners in the university according to their gender, age, and department. Likert-type survey questionnaires were administered to 100 students who were selected using convenience sampling. The customer satisfaction survey consisted of 20 descriptive questions using the scale strongly agree (4), agree (3), disagree (2), and strongly disagree (1). The respondents were given survey questionnaires right after they were served by frontliners of the various departments of the university. Results from the descriptive statistics revealed that the student customers were generally satisfied with the services of the frontliners of the various departments in the university. The comparison of the satisfaction by gender, age, and year in college is not significant (p > .05). Equally important in this study are the qualitative results which revealed positive and negative comments on the way the frontliners handled queries and inquiries. Areas that need improvement were identified by the respondents. Similar studies on customer service satisfaction of fronliners be conducted regularly including other service department in the university. Seminar be conducted to improve and/or maintain customer satisfaction.

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Payne, Geoff. "Enhancing student engagement through effective ‘customer’ evaluation". Learning and Teaching 11, nr 1 (1.03.2018): 57–81. http://dx.doi.org/10.3167/latiss.2018.110104.

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Most undergraduates’ main, hands-on involvement in student engagement is completing satisfaction surveys, such as the U.K. National Student Survey (NSS), whose findings make significant contributions to university policy formation. It is therefore important that these surveys produce reliable and valid data, but previous and current NSS versions fail to do this. This article compares the U.K.’s model of ‘satisfaction’ with that of the U.S. National Survey of Student Engagement (NSSE). Whereas the NSS treats the student as a passive consumer, the NSSE treats the student as an active participant who shares personal liability for some of the educational outcomes. The NSSE’s greater use of factual rather than opinion questions, allowance for variation in types of students and student effort, and wider interpretation of ‘student engagement’ are seen as more fit for purpose and less influenced by the ideologies of neoliberalism and managerial control.

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Torabi, Mostafa, i Charles H. Bélanger. "Influence of Online Reviews on Student Satisfaction Seen through a Service Quality Model". Journal of Theoretical and Applied Electronic Commerce Research 16, nr 7 (5.11.2021): 3063–77. http://dx.doi.org/10.3390/jtaer16070167.

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University or college is a challenging reality leading to a sometimes elusive career path. By consulting social media and review websites, students have more alternatives to consider in their choice determination. This study develops a multifaceted model to recognize the influence of service quality and e-word of mouth on customer satisfaction and the impact of customer satisfaction on word of mouth. Data gathered from a sample of 150 university students are analyzed by SPSS and PLS-SEM. The findings indicate that service quality dimensions and e-WOM have positive impacts on customer satisfaction. Furthermore, this study reinforces that customer satisfaction has a positive influence on customers’ WOM intentions. This research recommends that university management should consider the importance of service quality factors and social media channels to meet and exceed students’ expectations in order to bolster the quality of services and boost customer satisfaction.

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Li, Yuezhen. "Research on the Evaluation of College Teaching Quality Based on Student Satisfaction: A Case Study of Qingdao Hengxing University of Science and Technology". Scientific and Social Research 4, nr 10 (28.10.2022): 47–52. http://dx.doi.org/10.26689/ssr.v4i10.4389.

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With the popularization of higher education, the quality of higher education has been the focus of society. With teaching in colleges and universities being continuously reformed, the means and methods of college teaching quality evaluation are also constantly improving, thus the traditional teaching quality evaluation method can no longer fully meet the actual needs of the current teaching quality evaluation in colleges and universities. As a scientific and systematic theory, the customer satisfaction theory has been gradually recognized by various industries, and has also been widely used in non-profit organizations. Colleges and universities under the non-profit service sector, and the focus is on whether their educational services can satisfy customers (especially students) based on the comparative analysis of customer satisfaction theory and customer satisfaction evaluation method, the model of teaching quality, and the index system and the corresponding measurement model [1]. On this basis, the teaching quality of Qingdao Hengxing University of Science and Technology was used as the research object, combined with the teaching service characteristics, and analysis of factors affecting customer satisfaction, which includes school reputation, perceived quality, perceived value, customer complaints, customer loyalty, students’ satisfaction. The results were analyzed and suggestions are given to effectively improve the teaching quality customer (student) satisfaction.

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George, David. "Market overreach: The student as customer". Journal of Socio-Economics 36, nr 6 (grudzień 2007): 965–77. http://dx.doi.org/10.1016/j.socec.2007.01.025.

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Wang, Chung-Yu. "Customer participation and the roles of self-efficacy and adviser-efficacy". International Journal of Bank Marketing 37, nr 1 (4.02.2019): 241–57. http://dx.doi.org/10.1108/ijbm-10-2017-0220.

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Purpose The purpose of this paper is to examine how customers derive value and switching costs from their own participation conditional on their perceived efficacy of themselves (self-efficacy) and their advisers (adviser-efficacy) in financial services. Design/methodology/approach Student interviewers approached customers exiting banks with a skip interval of two. The respondents received the questionnaire items translated into Chinese. The final survey sample consists of 220 respondents. Findings Empirical results confirm that customer participation influences switching costs through customer value. The synergistic effect of self-efficacy and adviser-efficacy moderates the relationships among customer participation, customer value and switching costs. The incongruent levels of self-efficacy and adviser-efficacy can increase customer value and switching costs. Originality/value This study looks beyond self-efficacy to demonstrate that the synergistic roles of self-efficacy and adviser-efficacy significantly influence the relationships among customer participation, customer value and switching costs.

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Nagy, El Sayed A., i Wafaa Galal Marzouk. "Factors Affecting Customer Citizenship Behavior: A Model of University Students". International Journal of Marketing Studies 10, nr 1 (5.02.2018): 54. http://dx.doi.org/10.5539/ijms.v10n1p54.

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The purpose of this research is to measure the dimensions of student citizenship behavior and the extent of student satisfaction, loyalty, commitment, and trust as integrated factors are antecedents of student citizenship behavior in universities. A sample of 400 students in two private universities in Egypt was selected randomly and a structured questionnaire was used to collect the research data. The student citizenship behavior was found to contain two types of voluntary behavior; voluntary cooperative behavior and voluntary participation behavior. Also, despite the strong and significant interrelationships between the four antecedents of student citizenship behavior, student satisfaction and loyalty can be considered the strongest antecedents of all dimensions of student citizenship behavior in universities. The main implication of this research is that universities should consider students as valuable resources in both their formal roles and voluntary behavior that support the educational environment of a university. The research suggests satisfied and loyal students provide advantages to their universities not only through spreading positive word of mouth about their universities, attending further education in the future and supporting their universities in the community but also through their positive voluntary behavior.

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McKnight, Sue. "Acquisition and Cataloguing Processes: Changes as a Result of Customer Value Discovery Research". Evidence Based Library and Information Practice 2, nr 4 (7.12.2007): 22. http://dx.doi.org/10.18438/b8d61x.

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Objective: This study seeks to highlight the profound effect of Customer Value Discovery research on the internal business processes of two university libraries in the areas of cataloguing and acquisitions. Methods: In this project, “Customer Discovery Workshops” with academic staff, students, and university stakeholders provided library managers and staff with information on what services and resources were of value to customers. The workshops also aimed to discover what features of existing library services and resources irritated the students, staff, and faculty. A student satisfaction survey assessed longer-term impact of library changes to students in one university. Results: The findings resulted in significant changes to collection development, acquisitions, and cataloguing processes. A number of value added services were introduced for the customer. The project also resulted in greater speed and efficiency in dealing with collection development, acquisitions, and cataloguing by the introduction of more technology-enhanced services. Overall customer satisfaction was improved during the project period. Conclusions: The changes to services introduced as a result of customer feedback also improved relationships between librarians and their university community, through the introduction of a more proactive and supportive service.

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Gunarto, Muji, Purwanto Purwanto, Dita Amanah i Dedy Ansari Harahap. "Creating Student Loyalty Through the Value of Context-Based Customer Education". MIX: JURNAL ILMIAH MANAJEMEN 12, nr 1 (26.02.2022): 14. http://dx.doi.org/10.22441/jurnal_mix.2022.v12i1.002.

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Objective: The objective of this research is to find out how the Covid-19 pandemic forces the learning process at all levels of education including higher education to be carried out online, where face-to-face meetings are not allowed. How the influence of relational contact and physical context on context-based customer education and on the value of student experience and student loyalty in private universities is the aim of this study.Methodology: The survey was conducted in three major cities in Indonesia, namely Palembang, Bandung, and Surabaya with a total sample of 280 students. Characteristics of respondents based on age, gender, and semester of the three samples of cities are relatively homogeneous. Data analysis was carried out using a structural equation model (SEM) approach with the help of LISREL software.Finding: The results showed that the relational context had a positive and significant effect on context-based customer education, but the physical context had no effect. Context-based customer education has a positive effect on the value of student experience and student loyalty.Conclusion: Even though learning is done through online, students hope that there will be a strong interaction between lecturers and students, so that in lectures, at least it is carried out using blended learning. Strong interaction between students and lecturers is a context-based customer (student) education that can improve the student experience and have an impact on student loyalty to their alma mater.

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Kosch, Lubov, Ina Friedrich i Michael H. Breitner. "Evaluating Customer Relationship Management in the Context of Higher Education". International Journal of Social and Organizational Dynamics in IT 2, nr 1 (styczeń 2012): 32–52. http://dx.doi.org/10.4018/ijsodit.2012010103.

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The current economic climate has its effect on the higher education sector as less money is provided by governments and increasing number of students with higher demands and expectations intensify competition among universities. Customer relationship management (CRM) has become a key instrument in attracting paying students as retaining a long-lasting relationship provides financial and other benefits. This paper presents a structured literature review to analyze requirements for a student relationship management system (SRMS) as discussed in literature and analyzes the findings with results gained through an online survey which was conducted with students and alumni from four Ivy League universities. The results of this preliminary study show that universities need to focus on perceived service quality, satisfaction and trust of their students to enhance student and alumni retention. Preferred communication channels vary by communication partner and topic. In regard to student-university communication, university administrations need to improve their relationship and communication habits as student satisfaction with administrative services is lowest in comparison to lecturers and mentors. Current SRMS revealed gaps for student life support, class selection and financial aid.

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Laureta, Alda Luz N., i Dexter Paul D. Dioso. "Satisfaction of Students and Parents on School Services of Catholic Schools in Southern Antique". Philippine Social Science Journal 3, nr 2 (12.11.2020): 49–50. http://dx.doi.org/10.52006/main.v3i2.229.

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Service quality is among the determinants that define customer satisfaction, and customer satisfaction can lead to continued customer loyalty. Understanding students' and parents' satisfaction with the student services can help the school identify their strengths and pinpoint the area that can be improved. In the Philippines, part of Catholic education is the high standard of school services. These services include the library, instructional services, information and orientation service, guidance and counseling, student organization/government and activities, student discipline, student publication, admission services, scholarship and financial assistance, food services, health services, and safety and security. Measuring the students' and parents' satisfaction level of satisfaction on school services may help maintain Catholic education's quality. Hence, the study intends to measure and compare the students' and parents' level of satisfaction with all the school services offered in Catholic schools in southern Antique for the school year 2019-2020.

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Getele, Gutama Kusse, i Arrive Tsitaire Jean. "Impact of Business Process Re-Engineering (BPR) Implementation on Customer Satisfaction in E-Commerce Companies". Journal of Electronic Commerce in Organizations 16, nr 4 (październik 2018): 41–52. http://dx.doi.org/10.4018/jeco.2018100103.

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The objective of this article is to analyse the implementation of BPR in e-commerce platforms by measuring the level of customer satisfaction. The issues tested involve: how customers perceive the BPR objectives in e-commerce platforms; time used for diverse transactions before and after BPR; awareness and usage of BPR services provided by e-commerce platforms; satisfaction about the e-commerce platform services after BPR; BPR impact on customers, employees and e-commerce platform performance; advantages of BPR in e-commerce platforms and; difficulties faced by the customers after BPR in the e-commerce platform. Primary data was used through a survey questionnaire on a random sample of 402 student customers of Taobao and JD.com. The results found that time saving is significantly positive on implementation of BPR; following customers perceived a better quality of customer service. The sample student customers perceived that the BPR has a greater impact on customers than on employees, as well as on the performance of a platform.

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Priya, B. Shanmuga, i M. Jeyakumaran. "Impact of Student Satisfaction towards Customer Evaluation of Hei's With Reference to Southern Tamilnad." GATR Global Journal of Business Social Sciences Review 4, nr 2 (4.04.2016): 08–16. http://dx.doi.org/10.35609/gjbssr.2016.4.2(2).

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Objective - The purpose of this paper is to offer an overall view of student satisfaction in Higher educational institutions towards customer evaluation via identify the dimensions, which is the best predictor of overall service quality in higher educational institutions service sector to the betterment of societal contribution. Methodology/Technique - Based on a comprehensive literature review, the paper identifies five dimensions EduQUAL item. Then, the student satisfaction and customer evaluation are discussed in relation to service quality offering. Findings - The non-significance variable exceeds 0.05, and do not contribute much to the regression model. This means that the Assurance dimension is the main predictor for overall satisfaction of students. Novelty - The paper contributes to the research stream on considering and dealing with the student satisfaction and customer evaluation provided by quality service offering, and also service quality dimensions of predictor of overall student satisfaction in the context of higher educational service. Type of Paper - Empirical Keywords: Higher educational institutions; overall student satisfaction; EduQUAL; customer evaluation; service Quality dimension

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Šurinová, Yulia, i Martina Jakábová. "Student as a Customer or Improving Students´ Involvement in the Education Process". International Journal of Engineering Pedagogy (iJEP) 4, nr 1 (2.02.2014): 73. http://dx.doi.org/10.3991/ijep.v4i1.3002.

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Trying to develop the new sophisticated methods of teaching teachers sometimes forget to use the basic and the first principle of quality management, which is customer orientation. The study proposes the way how to involve students to education improvement process. The emphasis is put on the student´s expectations investigation, expectation transformation into actions and student´s satisfaction survey. It may be assumed, that treating students as customers or even as a collaborative partner makes students involved in the education improvement process. The study is based on the assumption that we know the requirements of other stakeholders and the teacher constantly monitors the latest trends in the field of lecturing, which incorporates into lectures. To verify the study´s hypothesis, two surveys were conducted. Students´ expectations and students´ satisfaction after the education process survey data were drawn from a sample of 27 of 27 (100% sample) students of the subject Quality Audits. Our variables under study were related to students�?? satisfaction with the educational process. Building on prior literature, the results from this research allow identifying the main strategies for students�?? involvement into the educational process. The presented research is intended to be a useful reference to teachers and scholars interested in continuous improvement process in education. This article first makes a brief interpretation of some concepts concerning customer satisfaction in terms of continuous improvement process in higher education. Then, our methodology and research approach is presented. The next part of the study discusses the results of the two surveys carried out to follow if the curriculum improvement based on students´ expectation awareness can improve students´ satisfaction with the subject. The paper suggests the standardized curriculum development process in basic steps of the cyclic model of the PDCA on the basis of a profound analysis of students�?? expectations following and meeting. For instance, it provides a basis for differentiating and linking evaluation results to continuous improvement. Finally we present the principal findings of the research, limitations and conclusions.

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Oktaviani, Anggi, Dahlia Sarkawi, Deny Novianti i Achmad Chaerul Amri. "E-INFORMATION SYSTEM DESIGN OF STUDENT ADMISSION IN AMERICAN INDONESIAN EDUCATIONAL INSTITUTION CIJANTUNG BRANCH". Jurnal Riset Informatika 3, nr 4 (3.09.2021): 377–84. http://dx.doi.org/10.34288/jri.v3i4.268.

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Currently, companies, organizations and institutions are in dire need of the development of technology and information systems, especially information technology through the internet. The American Indonesian Education Institute, the Cijantung Branch, which until now has not yet been computerized. Currently, the registration process to become a student at the American Indonesian Education Institute Cijantung Branch is still manual, both from filling out forms provided by the American Indonesian Education Institute Cijantung Branch to becoming a student. Usually the data collection process is a bit hampered because the number of applicants is more than customer service and it is too difficult for customer service to read prospective student forms. This causes the service from the customer service of the American Indonesian Education Institute Cijantung Branch is not optimal. This study uses the waterfall model as a software development model. From the research conducted, it is expected to produce a new student acceptance control system that can assist customer service in collecting data on prospective students and managing prospective student forms. The design of the new student admission system is expected to be more effective and efficient. So it's good when registration can be completed in a short time. This system is also expected to minimize data collection errors made by customer service.

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Usman, R., A. I. Jaya i D. Lusiyanti. "ANALISIS MODEL ANTRIAN MULTIPLE CHANNEL MULTIPLE PHASE SERVICE DALAM PROSES PEMBUATAN KARTU MAHASISWA (KTM) PADA BANK BNI UNTAD". JURNAL ILMIAH MATEMATIKA DAN TERAPAN 16, nr 1 (20.05.2019): 13–22. http://dx.doi.org/10.22487/2540766x.2019.v16.i1.12733.

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The queue is a common situation that is common in our daily lives as consumers waited in front of the booth to get a turn to the service or service facilities. One example is the manufacture queue Student Identity Card (KTM) Tadulako in Bank BNI UNTAD. The purposes of this research is to analyze the characteristics of the making of queue Student Identity Card (KTM) Tadulako in Bank BNI of UNTAD. By calculating the probability were no queues (𝑃0 ),the average customer in the queue (𝐿𝑎),the average customer in the system (𝐿𝑠 ),the average waiting time for customers in the queue (Wa ),the average time waiting for customers in the system (W𝑠 ). The results showed that the model type of queue that is used in the manufacture of Student Card (KTM) Tadulako in Bank BNI UNTAD is a model of multiple channels-multiple phase (M / M / S) with a Poisson arrival pattern distribution and exponential distribution service time. The analysis shows the performance characteristics of a queuing system manufacture KTM BANK BNI of UNTAD can be said to have been effective, because of the steady state in each stage. On Wednesday, the value of (𝑃0 ) at CS is 0,145 and the teller is 0.8879,for the value of (𝐿𝑎) in CS is 1.8821 and the teller customer is a customer 0.0004 tothe value (𝐿𝑠 ) 3.4948is the customer, to the value of (Wa ) on CS is 33.5373 minutes and the teller was 0.0075 minutes, to the value of (W𝑠 ) is 74.1952 minutes. On Thursday, the value of (𝑃0 ) on CS was 0.121 and the teller is 0.8837,for the value of (𝐿𝑎) in CS is 2.4998 and the teller customer is a customer 0.0005 tothe value (𝐿𝑠 ) 4.1918is the customer, to the value of (Wa ) on CS is 42.4061 minutes and the teller was 0.0081 minutes, to the value of (W𝑠 ) is 71.1808 minutes.Keywords : Exponential Distribution, Poisson Distribution, Queue Multi Phase

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Ann Miller, Venetia, i Felix A. Okojie. "The Impact Of College Students’ Perceptions Of Campus Customer Service Quality Levels On Student Motivation And Persistence". International Journal of Arts, Humanities & Social Science 03, nr 11 (17.11.2022): 1–19. http://dx.doi.org/10.56734/ijahss.v3n11a1.

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The purpose of this study was to gain an in-depth understanding of college students’ perceptions of campus customer service quality levels and to ascertain whether college students’ motivation and persistence were impacted by their perceptions of campus customer service quality levels. Motivation was defined as self-reported feelings of enthusiasm, drive, ambition, and enjoyment during and after campus customer service experiences. Persistence was defined as students’ willingness to remain at the institution until graduation. The conceptual framework for this study was The Gap Model of Service Quality detailing five major satisfaction gaps: Knowledge Gap, Policy Gap, Delivery Gap, Communication Gap, and Customer Gap. The population of this study were college students from two selected institutions of higher learning. Using a qualitative design, the results from the study showed that perceptions regarding the quality of customer service negatively affected student motivation levels but did not impact their persistence to graduation. Although students were not satisfied with the quality of customer service on campus, they chose to “tough it out” rather than risk losing credits by transferring to another institution. The study recommended the implementation of mandatory quality improvement measures such as quarterly customer service training for employees as well as increased attention to orientating students to the policies, procedures and protocols of their campus during new student orientation sessions.

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Suparman, Suparman. "PENGARUH STRATEGI PEMASARAN DAN PELAYANAN PERGURUAN TINGGI TERHADAP KEPUASAN PELANGGAN PROGRAM UNGGULAN STRATA SATU (S1) SEKOLAH TINGGI ILMU ADMINISTRASI MANDALA INDONESIA (STIAMI)". Majalah Ilmiah Bijak 13, nr 1 (27.02.2018): 105–26. http://dx.doi.org/10.31334/bijak.v13i1.54.

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This study aims to determine the Effects of Marketing Strategies and Customer Satisfaction Quality Of Service / Student. Samples are 32 respondents drawn from a population of 36 students with Saturated sampling method. Data collection using questionnaire techniques, engineering research questionnaires, and observation. Processing of primary data using Analytical Methods Descriptive Analysis Method. From the discussion following results were obtained:First, There is the influence of Marketing (X1) on Customer Satisfaction / Student (Y) . Marketing significant value in the variable is equal to 0.966 (<0.05) which means that there is no influence of marketing variables partially on Customer Satisfaction. So H0 is rejected H1 is accepted. There is the influence of Quality of Service (X2) are positive and significant impact on Customer Satisfaction / Student (Y) . The value of significance in the variable quality of service is equal to 0.000 (< 0.01), which means with a confidence level of 99 percent variable partial Service Quality Customer Satisfaction is very real influence . So H0 H1 is rejected. There is positive and significant, Marketing Variables (X1) and Quality of Service (X2) jointly against Employee Morale (Y). Through the significance test using the F distribution, obtained Significance calculated F of 0.000 ( < 0.05 ) . This means that H0 is accepted or rejected H1. And the value of the coefficient of determination obtained with SPSS calculation amounted to 0.718. This indicates that 71.8 % of this value indicates that the total variation influences all independent variables to variable Quality Customer / Students. The influence of other variables beyond the variables studied was 28.2 percent. variables beyond the variables studied was 28.2 percent .Secondly, Strategy Marketing and Service Quality, both individually and jointly influence on customer satisfaction / student.

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Keizer, Stephen. "Student Employees: Focusing on the Internal Customer". Recreational Sports Journal 21, nr 2 (luty 1997): 46–49. http://dx.doi.org/10.1177/155886619702100211.

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Burgess-Jackson, Keith. "You Are Not My Customer". Journal of Educational Issues 6, nr 2 (20.09.2020): 181. http://dx.doi.org/10.5296/jei.v6i2.17547.

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I argue that it is degrading (and therefore insulting) for university administrators to refer to students as “customers” or “consumers” and to refer to instructors as “vendors” or “service-providers.” There is nothing inherently wrong with economic analysis, much less with economics as an academic discipline; nor is there anything objectionable per se about commerce or the commercialization of (mere) things; but economic terminology must not be allowed to encroach on institutions, practices, or relationships (such as the teacher-student relationship) that have special meaning and value.

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Yu, Chong Ho, Angel Jannasch-Pennell i Samuel DiGangi. "Enhancement of Student Experience Management in Higher Education by Sentiment Analysis and Text Mining". International Journal of Technology and Educational Marketing 8, nr 1 (styczeń 2018): 16–33. http://dx.doi.org/10.4018/ijtem.2018010102.

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The objective of this case study is to illustrate how text mining of open-ended responses and sentimental expressions (positive or negative) from student survey could yield valuable information for improving student experience management (SEM). The concept of student SEM was borrowed from the notion of customer experience management (CEM), which aims for ongoing improvement of customer relations through understanding of the customer's point of view. With the advance of text mining technology, which is based upon artificial intelligence and machine learning, textual data that were previously underutilized are found to be valuable in CEM. To illustrate how text mining can be applied to SEM, the authors discuss an example from a campus-wide survey conducted at Arizona State University. The purpose of this survey was to better understand student experiences with instructional technology in order for administrators to make data-driven decisions on its implementation. Rather than imposing the researchers' preconceived suppositions on the students by using force-option survey items, researchers on this project chose to use open-ended questions in order to elicit a free emergence of themes from the students. The most valuable lesson learned from this study is that students perceive an ideal environment as a web of mutually supporting systems. Specifically, online access should be augmented by use of laptops and availability of course materials, whereas virtual classes should be balanced by human interactions.

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Minggu, Minggu, May Vitha Rahmadhani i Siswandi Siswandi. "PENGARUH NILAI PELANGGAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMILIHAN PENDIDIKAN KAMPUS BERBASIS VOKASI". JURNAL LENTERA BISNIS 9, nr 2 (26.11.2020): 88. http://dx.doi.org/10.34127/jrlab.v9i2.382.

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This research was conducted to determine how much the influence Customer Value to the College Selection Decision of Student in Polytechnic LP3I Jakarta Kampus Blok M, to determine how much the influence Quality 0f Education Services to the College Selection Decision of Student in Politectic LP3I Jakarta Kampus Blok M, and determine how much the influence Customer Value and Quality of Education services simultaneously to the College Selection Decision of Student in Polytechnic LP3I Jakarta Kampus Blok M. This research was conducted on 75 students out of a population of 300 students using slovin method and quantitative research methods using regression analysis, to prove that the variable customer value has a positive and significant influence towards college selection decisions; and the variable quality of educational services has a positive and significant influence towards college selection decision. The research proved that the customer value has a positif influence 0,823 to the college selection decision,the quality of educational services has a positif influence 0,756 to the college selection decision,customer value and quality of education services simultaneosly has a significant influence 0,854. The Results of this research prove that hypotests Ha accepted and proven linear.Keywords: College Selection Decision, Customer Value, Service Quality

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Karunakaran, N., i T. Bayavanda Chinnappa. "Customer relationship management and higher education in India". Journal of Management Research and Analysis 8, nr 4 (15.12.2021): 180–88. http://dx.doi.org/10.18231/j.jmra.2021.035.

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Educational institutions worldwide are undergoing fundamental shifts in how they operate and interact with their “customers”, students, alumni, donors, and faculty members. Higher education, especially the management education has been changing rapidly and educational institutions are compelled to focus and shift their strategies on student community, faculty members, and industrial organizations so that they remain relevant to the society at large. A nation can remain competitive and its economy can continue grow, only if the quality of knowledge provided by higher education institutions becomes meaningful. Technological, economic, sociological, and governmental forces are altering education dramatically, impacting its institutions, teachers, students, funding sources, and basic function in society. To unlock potential and help talented people to gain advanced training, whatever their background, requires customer-centric approach to education.

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Quynh Nga, Nguyen Thi, i Phan My Huyen. "Evaluating student satisfaction with 24-hour convenience stores in Ho Chi Minh City". Science & Technology Development Journal - Economics - Law and Management 3, nr 3 (7.12.2019): 199–210. http://dx.doi.org/10.32508/stdjelm.v3i3.560.

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The research presents the results of student satisfaction with 24-hour convenience stores in Ho Chi Minh City (HCMC). The data was collected from a survey of 275 students as customers of 24-hour convenience stores in HCMC. Employing quantitative analysis to analyze reliability, EFA factors and regression analysis, the author identified determinants of student satisfaction with 24-hour convenience stores, thereby analyzing satisfaction assessment results obtained from the regression model. The results show that price has the strongest impact on student satisfaction, followed by staff, goods, support services, facilities, and distribution channels. The findings are consistent with the fact that low-income people like students, price, quality, and support services are of extreme importance. The study assists managers in decision making and working out strategies so as to enhance student satisfaction and other customer groups in an ever increasing competitive market, thereby contributing to the development of this business model.

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Hidayat, Asep Candra. "PENGARUH KUALITAS PELAYANAN DAN NILAI PELANGGAN TERHADAP TINGKAT KEPUASAN MAHASISWA (STUDI KASUS DI UNIVERSITAS AZZAHRA JAKARTA)". Majalah Ilmiah Bijak 13, nr 2 (6.03.2018): 187–209. http://dx.doi.org/10.31334/bijak.v13i2.77.

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This study aimed to analyze how much influence service quality, customer value on the level of customer satisfaction. The sampling method used is Proportionate Random Sampling. The sample in this study followed the formula Slovin, or as many as 100 students of Azzahra University, Jakarta.Data that has met the test of validity and reliability further processed to produce a regression equation Y = 0.484+ 0021 0686 X1 + X2, where Y is the variable rate Student Satisfaction, X1 is a variable Quality of Service and Customer Value X2 is variable.Hypothesis testing using t test showed that each of the independent variables studied was shown to significantly affect partially dependent variable Student Satisfaction.Quality of service partially positive effect on customer satisfaction shown by the r value of 0.663, which means a strong relationship between them. While the value of the coefficient of determination (R2) amounted to 0,439, which means that service quality may explain the variable of student satisfaction of 43.9%, while the remaining 56.1% is explained by other variables.Customer value partially positive effect on customer satisfaction shown by the r value of 0.832 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) amounted to 0,692, which means that service quality may explain the variable of student satisfaction at 69.2%, while the remaining 30.8% is explained by other variables.Then through the F test can be known simultaneously that both variables of service quality and customer value has a significant impact on customer satisfaction shown by the r value of 0.835 which means the relationship between them is very strong. While the value of the coefficient of determination (R2) is equal to 0.697, which means that service quality may explain the variable of student satisfaction at 69.7%, while the remaining 30.3% is explained by other variables.

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-, Hendratmoko. "FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN BTS MEAL DI JABODETABEK". Jurnal Orientasi Bisnis dan Entrepreneurship (JOBS) 2, nr 2 (18.11.2021): 56–71. http://dx.doi.org/10.33476/jobs.v2i2.2049.

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The quality of service and a wide selection of products contribute to customer loyalty. The purpose of this study: to analyze how the effect of a product, halal, brand, and satisfaction on customer loyalty BTS meal in the Greater Jakarta area; analyze the role of customer satisfaction as a mediator variable between brand, halal, and product on BTS meal customer loyalty in the Jabodetabek area.This study uses a quantitative approach. The study was held on 12-23 June 2021 with 100 student respondents in the Greater Jakarta area. Sampling by purposive sampling.The results of the study reveal that brands and products have a significant influence on customer loyalty. Meanwhile, customer satisfaction does not act as a mediator variable between brand, halal, and a product on customer loyalty.The influence of products and brands is very significant on customer loyalty to a product. To get, maintain and develop loyal customers, companies may continue to improve the quality of products and services, including being creative in creating new products that are in line with the times

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Nababan, Marlince NK, Windania Purba i Evta Indra. "The Tuition Payment Queuing System Uses Android-Based First in First Out (FIFO) Algorithm". IOP Conference Series: Earth and Environmental Science 748, nr 1 (1.04.2021): 012038. http://dx.doi.org/10.1088/1755-1315/748/1/012038.

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Abstract Queuing is an important component of a process in service. Queues are formed in a company or institution due to customers. Disorderly queues are a big problem for all concerned. Where, disorderly queues occur at University Prima Indonesia at the time of tuition payment so that the campus has to carry out a crowded queue process and students have to stand waiting for the next call resulting in less effective and efficient even waste of energy for students and employees. This research designed a system of tuition payment queues using the First In First Out (FIFO) algorithm which aims to reduce the time students are queuing at the checkout at the time of tuition payment so as not to wait too long so that the time of students and campus employees is not wasted too much and reduce the crowded queue time. The result of this study is an android-based tuition payment system, which is useful for reducing student build up when paying tuition. Thus it can be said that the calculation result of P0 queue has a result of 0.25%, and the number of customers 3 people, the average customer in the queue has a value of 2.25, the total customer time is 20 minutes, and the average customer time in the row is 15 minutes, the server busy time is 0.75, and the server’s empty time is 0.25%.

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Lakmali, A. A. I., Nalin Abeysekera i D. A. C. Suranga Silva. "Effectiveness of customer social participation for academic purposes: a case of informal WhatsApp groups". Asian Association of Open Universities Journal 16, nr 3 (16.11.2021): 326–43. http://dx.doi.org/10.1108/aaouj-08-2021-0093.

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PurposeCustomer social participation (CSP) is a new phenomenon that has emerged with the evolution of social media. Current literature designates customer participation in social media as “CSP”. Although CSP has been investigated in the online brand community context in social media, it has been little investigated in the context of student customers using WhatsApp – a highly trending social media platform among learners. Thus, this study aims to investigate the effectiveness of CSP in informal WhatsApp groups for academic purposes among undergraduate students of management studies.Design/methodology/approachThe study adopted a single cross-sectional survey design. A structured online questionnaire was employed. Using convenience sampling technique, data were collected from 170 undergraduates of the Bachelor of Management Studies programme at the Open University of Sri Lanka.FindingsThe results revealed significant positive effects of functional, social and hedonic benefits with CSP. Meanwhile, the relationship between psychological benefits and CSP was insignificant. Furthermore, there is no influence of age and level of study on CSP among the learners in informal WhatsApp groups. Moreover, at present, the level of CSP in WhatsApp for academic purposes among students is moderate.Originality/valueThe role of the student as the customer and student behaviour in informal WhatsApp groups established for academic purposes have been little investigated in the field of open and distance education services. In this context, this study empirically validated the model of participation benefits and CSP in WhatsApp groups informally established for academic purposes.

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Putri, Weny, Feby Astrid Kesaulya i Yohanes Dicka Pratama. "Student Behavior Intention: An Analysis of Culture, Lecturer Performance, and Academic Services Quality". Journal of Accounting and Strategic Finance 2, nr 1 (30.06.2019): 34–47. http://dx.doi.org/10.33005/jasf.v2i2.32.

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This study aims to determine the influence of student's culture, lecturer's performance, and academic service quality based on student perception on behavior intention of Musi Charitas Catholic University students (UKMC). The analysis used path analysis with the Structural Equation Model (SEM). The results showed that cultural variables, lecturer performance, and academic service quality from student perceptions influenced the intention of UKMC students to behave. The results of this study provide information related to student culture, academic services that students want, and the ability of lecturers from the student's point of view as well as how these variables affect their intention to behave. This information can provide a gap for UKMC to be able to make improvements in some aspects that are still felt less than customer needs perceptions. Customer needs fulfillment is ultimately expected to shape the positive behavior of UKMC students.

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Konyana, Samkele, Stanley Chibuzor Onwubu i Mokgadi Ursula Makgobole. "Masters and doctorate student experiences of service delivery at public universities in Kwazulu-Natal, South Africa". International Journal of Research in Business and Social Science (2147- 4478) 11, nr 3 (30.04.2022): 265–77. http://dx.doi.org/10.20525/ijrbs.v11i3.1592.

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The high student attrition at the masters' and doctorate levels requires universities to be customer-oriented, and flexible in their capacity to deliver higher value to mature students whose needs and expectations are high. Therefore, this study aims to assess student experience and service delivery levels that academic departments provide postgraduate students at public universities in KwaZulu-Natal. An empirical study was conducted amongst masters’ and doctorate students at a university of technology, a traditional university, and a comprehensive university. The study involved a survey questionnaire with a five-point Likert scale and included seven service delivery dimensions which respondents were to rank accordingly. Data were subjected to descriptive and inferential statistics and the factors that emerged from factor analysis were tested for reliability and validity by conducting Cronbach's alpha. The results show that postgraduate students are university customers and therefore expect courtesy and professionalism in the delivery of postgraduate programmes. The results further suggest that retention capabilities exist for the traditional university compared to the other types of universities. Students seem to be moderately satisfied with the quality of academic services offered by universities. Service delivery experience among students appears to vary across universities. Universities should take cognisance of the gaps and attempt to be more customer-oriented to ensure the needs and expectations of graduate students are met. The findings of the study may serve as guidelines for a follow-up qualitative study to establish the specific areas where students were not satisfied.

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Tucker, Mark, Christine Jubb i Chee Jin Yap. "The theory of planned behaviour and student banking in Australia". International Journal of Bank Marketing 38, nr 1 (18.07.2019): 113–37. http://dx.doi.org/10.1108/ijbm-11-2018-0324.

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Purpose The purpose of this paper is to investigate the extent to which the three constructs associated with the theory of planned behaviour (TPB) can explain student banking intentions and assist in understanding their bank satisfaction. Design/methodology/approach This research issue was investigated using a mixed methods approach, incorporating both qualitative and quantitative methods. Convenience sampling was used. Factor analysis and logistic regression were used to ascertain the relevance of the TPB in explaining student banking intentions. Findings Using factor analysis, perceived behavioural control was shown to be the key determinant in explaining student banking intentions. Using a logistic regression, the TPB was shown to have strong application in predicting customer satisfaction with all three of its constructs significant, but weaker application for predicting the likelihood of a bank switch, with subjective norms and attitude significant, and even less for the likelihood of recommending the bank to a friend, with only perceived behavioural control significant. Research limitations/implications The use of an online survey which limits the pool of respondents to internet users, together with the sample size, limit the generalisability of findings. Practical implications Banks can better target and understand the drivers that influence both student banking intentions and customer satisfaction. This knowledge will allow banks to better attract and retain student customers. Originality/value Provides insight to and a better understanding of how the TPB can explain and predict student banking intentions. This study fills a gap in the literature by concentrating on student banking behaviour in Australia, a substantial segment of bank customers that has received little research.

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Solechan, Solechan, i Aris Setiawan. "Implementasi Manajemen Peserta Didik Dalam Peningkatan Mutu Madrasah Di MTs Raden Rahmat Selorejo Mojowarno". Urwatul Wutsqo: Jurnal Studi Kependidikan dan Keislaman 10, nr 2 (17.09.2021): 191–202. http://dx.doi.org/10.54437/urwatulwutsqo.v10i2.292.

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Student management includes the entire process of managing students in an education system that includes needs analysis until students become alumni. This study aims, first, to describe the implementation of student management at MTs Raden Rahmat Selorejo Jombang. Second, describe the quality of madrasas at MTs Raden Rahmat Selorejo Jombang. This research uses a qualitative approach with the type of case study research. Data collection methods include observation, interviews and documentation. The data analysis technique uses the Miles and Huberman interactive model which includes data reduction, data presentation and conclusion drawing. The results obtained first, the implementation of students at MTs Raden Rahmat Mojowarno includes recruitment: selection of prospective students, dissemination of information, registration requirements, and implementation of recruitment. Second, the quality of madrasas at MTs Raden Rahmat Mojowarno is quite good with indicators a. Focus on customers both internal and external. Customer internal includes parents, students, teachers, administrators, staff and the board schools in the education system. While the customer External factors are the community, companies, families and universities. b. Total involvement of the institution by involving the entire community in the institution to participate in improving the quality of madrasas. c. Continuous improvement in the form of evaluating each component within the institution through monthly meetings organized by the madrasa, involving the community and stakeholders.

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Sahney, Sangeeta, D. K. Banwet i S. Karunes. "An integrated framework of indices for quality management in education: a faculty perspective". TQM Journal 20, nr 5 (22.08.2008): 502–19. http://dx.doi.org/10.1108/17542730810898467.

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PurposeEducation is becoming much more of a “product” with varying customers and stakeholders. There are huge pressures to become more accountable and responsive to customer needs, and educational institutions need to become more efficient, effective and customer‐centric. Quality is fast emerging as a theme that is rapidly spreading within the higher education institutions. However, the emphasis has been essentially an external customer's perspective, i.e. an employer or a student perspective. The internal customer's perspective has generally been ignored. This study aims to examine faculty's, i.e. an internal customer's, perspective about quality systems in higher education.Design/methodology/approachThe study undertaken is exploratory and diagnostic in nature, aimed at identifying the set of minimum design characteristics/quality components that would meet the requirements of the faculty. An extensive literature review led to identification of variables that were pilot tested for validity and reliability. The empirical study was conducted across engineering and management institutions in and around Delhi, India, imparting graduate and post‐graduate professional degrees/diplomas with the sample comprising the faculty. Multiple tools and techniques were used to quantitatively and qualitatively arrive at a synthesized and integrated model of quality management in education.FindingsBased on the analysis of data through quantitative and qualitative tools, the study helped in the identification of quality components, which, if adopted and implemented, could lead to satisfaction of the faculty.Practical implicationsEmployee satisfaction is a major driver towards adoption of a customer centric philosophy by any organization and the educational system is no exception. Every organization should consider the requirements of their employees and initiate measures to meet them so as to cultivate employee satisfaction.Originality/valueWhile quality management in higher education has been a focus of research all over the world, the vast array of literature illustrates that research has essentially focused on the external customer of the educational system. The study was conducted with the objective of obtaining an internal customers' perspective by focusing on the faculty and proposing an integrated framework for quality management in education.

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