Customer Relationship Management Approach and Student Satisfaction in Higher Education Marketing

Ogunnaike, O.O.; Borishade, T. T.; Jeje, Olumide Emmanuel

doi:10.7441/joc.2014.03.04

Cited by 26 publications

(16 citation statements)

References 12 publications

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“…Oluseye, Tairat, and Emmanuel (2014) [38] reported that business corporate decision makers are aware that excellent customer service is critical to building relationships with customers. The concept of relationship marketing is for organizations' staff to develop relationships with customers by providing excellent customer service and satisfaction beyond advertising and sales [21].…”

Section: Customer Service Philosophymentioning

confidence: 99%

Strategies Hospital Manager Use to Improve Customer Services

Leonard¹,

Needham²

2020

OJBM

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The purpose of this study was to explore strategies for hospital managers to improve customer services. The target population consisted of five hospital managers who implement customer services strategies within hospitals. The conceptual framework for the study was the expectation-confirmation theory. Using methodological triangulation, the data derived from included semistructured interviews, hospital policy and procedure documents, and qualitative data from the Consumer Assessment of Healthcare Providers and Systems (HCAHPS) Hospital Compare website. The three major themes were to improve interpersonal communication, address issues in the hospital environment, and provide employee training. The findings reveal that exploring employee training relates to the conceptual framework of the expectation-confirmation theory. The participants described multiple attempts to alter operations within the hospital based on customer expectations for satisfaction and to confirm customer satisfaction for the hospital system. The expectation confirmation theory by Joo, Park, and Shin (2017) [1] was the framework of this study. Hospital managers performed actions for example, hiring the right people, using customer feedback for improvement, and using the HCAHPS qualitative data to create strategies that would meet customer expectations for satisfaction and loyalty.

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Section: Customer Service Philosophymentioning

confidence: 99%

Strategies Hospital Manager Use to Improve Customer Services

Leonard¹,

Needham²

2020

OJBM

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“…Students being dissatisfied and cannot focus on their study. In addition, the academic programs are stopped, giving students' undeserved extension in their study years, poor students' concentration on academic programs and the relationships between teachers or lectures and students were not useful and dissatisfied [1].…”

Section: Customer Relationship Management and Educational Systemmentioning

confidence: 99%

“…CRM has recently become one of the most controversial issues and a focal point in the business field [1]. It is worth mentioning that CRM is mainly based on the belief that establishing a sustainable relationship with customers is the cornerstone for obtaining loyal customers who are much more profitable than non-loyal ones [2].…”

Section: Introductionmentioning

confidence: 99%

The Effect of Applying Customer Relationship Management in the Higher Educational Sector

Deif¹,

Aly²,

Farahat³

2019

OALib

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The purpose of this paper is to explore the effect of applying customer relationship management (CRM) in the higher education sector. From the literature, four dimensions for measuring customer relationship management were suggested, which are: Knowledge Management, Interaction, Communication, and Feedback. The paper makes a recommendation for policymakers in the higher education sector to embrace investment in CRM.

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“…Subsequently, on the subject of learning environment, HEIs staff members who are kind, considerate and responsive, lecturers with better teaching quality [30] and the ability of faculty members to create a classroom that supports multicultural diversity [31] will create a progressive and better learning environment and higher quality of education, which, eventually will lead to a higher level of students" satisfaction. Students who are satisfied with the teaching quality and the HEIs management would likely promote the institution in the future [5], [32]. Consequently, it is hypothesized that:…”

Section: B Hypotheses Developmentmentioning

confidence: 99%

Influential Determinants of International Students’ Satisfaction in Higher Education

2019

IJRTE

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It has been argued that international students’ satisfaction level is crucial in measuring HEIs performance in the globalized higher education market. However, as satisfaction level is hard to define because it is based on students’ perception and experience, there is a need for HEIs to continually investigate and identify the factors that contribute to students’ satisfaction. Hence, this study seeks to identify the influential determinants of international students’ satisfaction in higher education and to examine the relationships between perception, costs, reputation, lecturers’ expertise, learning environment, facilities and course structure towards international students’ satisfaction. A total of 281 international postgraduate students at public HEI in Malaysia participated in this study. Data of this study was to examine using the Multiple Regression Analysis. Results of the study revealed learning environment factor as the most influential determinant of international students’ satisfaction. Results also proved that except for costs and reputation, other service quality factors namely, perception, lecturers’ expertise, facilities, learning environment, and course structure were found to influence international students’ satisfaction significantly. This study provides insights to HEIs to better design their internationalization strategies and bridge the academic gap by highlighting the importance of continuously improving the learning environment in HEIs to increase international students’ satisfaction

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Customer Relationship Management Approach and Student Satisfaction in Higher Education Marketing

Cited by 26 publications

References 12 publications

Strategies Hospital Manager Use to Improve Customer Services

Strategies Hospital Manager Use to Improve Customer Services

The Effect of Applying Customer Relationship Management in the Higher Educational Sector

Influential Determinants of International Students’ Satisfaction in Higher Education

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