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dc.contributor.authorde Jager, Johan W.
dc.contributor.authorJan, Muhammad Tahir
dc.contributor.authorHebblethwaite, Denisa
dc.description.abstractHigher education institutions are realising the importance of a customer centred approach to survival in the face of increased domestic competition and the globalisation of higher education. The objective of the study is to determine the impact of different variables on customer satisfaction in the higher education sector. More explicitly, this study aims to identify the effects of: support facilities and infrastructure; location and access; and image and marketing on customer satisfaction. A random sample of 390 students was chosen. A review of the structural model indicates that only the impact of ‘support facilities and infrastructure’ on customer satisfaction can be supported statistically.en_NZ
dc.publisherAustralian and New Zealand Academy of Management (ANZAM)en_NZ
dc.rightsAll rights reserveden_NZ
dc.subjecttertiary educationen_NZ
dc.subjectservice qualityen_NZ
dc.subjectcustomer satisfactionen_NZ
dc.subjectinstitutional policy makersen_NZ
dc.subjectNew Zealanden_NZ
dc.subjectstudent satisfactionen_NZ
dc.subjecttertiary studentsen_NZ
dc.titleAre higher education institutions delivering customer satisfaction?en_NZ
dc.typeConference Contribution - Paper in Published Proceedingsen_NZ
dc.rights.holderAustralian and New Zealand Academy of Management (ANZAM)en_NZ
dc.subject.marsden130103 Higher Educationen_NZ
dc.identifier.bibliographicCitationde Jager, J.W., Jan, M. T., & Hebblethwaite, D.E. (2015, December). Are Higher Education Institutions Delivering Customer Satisfaction?. ANZAM (Ed.), 29th Australian and New Zealand Academy of Management (ANZAM) Conference 2015. Managing for Peak Performance. (pp. 36-43)en_NZ
unitec.institutionUnitec Institute of Technologyen_NZ
unitec.institutionTshwane University of Technology (South Africa)en_NZ
unitec.institutionInternational Islamic University Malaysia (Kuala Lumpur, Malaysia)en_NZ
unitec.publication.title29th Australian and New Zealand Academy of Management (ANZAM) Conference 2015en_NZ
unitec.conference.title29th Australian and New Zealand Academy of Management (ANZAM) Conference 2015. Managing for peak performanceen_NZ
unitec.conference.orgUniversity of Otagoen_NZ
unitec.conference.orgAustralian and New Zealand Academy of Management (ANZAM)en_NZ
unitec.conference.locationMillennium Hotel, Queenstown, New Zealanden_NZ
dc.contributor.affiliationUnitec Institute of Technologyen_NZ
dc.contributor.affiliationTshwane University of Technologyen_NZ
dc.contributor.affiliationInternational Islamic University Malaysiaen_NZ
unitec.institution.studyareaManagement and Marketing

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