Critical Factors Affecting Customer Satisfaction and Higher Education in Kazakhstan

International Journal of Management in Education, Vol. 2, No. 1, pp. 46-59. DOI: 10.1504/IJMIE.2008.016230

Posted: 27 Dec 2017

See all articles by Jung Wan Lee

Jung Wan Lee

Boston University - Department of Administrative Sciences

Simon Tai

Bang College of Business

Date Written: January 20, 2008

Abstract

The purpose of the paper is to investigate critical factors affecting students' (as customers) satisfaction in higher education and their impacts on the management of higher education organisations in transition economies. This study constructs a model to understand the relationships between customer satisfaction and educational service quality; and between customer satisfaction and their purchasing intention (retention or recommendation). An empirical model is tested using survey data from institutions of higher education in Almaty, Kazakhstan. The findings suggest some managerial implications for the management of higher education and competitive strategies in the region.

Keywords: higher education, organisational learning, service quality, customer satisfaction, transition economies, Kazakhstan

Suggested Citation

Lee, Jung Wan and Tai, Simon, Critical Factors Affecting Customer Satisfaction and Higher Education in Kazakhstan (January 20, 2008). International Journal of Management in Education, Vol. 2, No. 1, pp. 46-59. DOI: 10.1504/IJMIE.2008.016230 . Available at SSRN: https://ssrn.com/abstract=3091372

Jung Wan Lee (Contact Author)

Boston University - Department of Administrative Sciences ( email )

808 Commonwealth Avenue
Boston, MA 02215
United States
617 358 5627 (Phone)
617 353 6840 (Fax)

HOME PAGE: http://www.bu.edu/met

Simon Tai

Bang College of Business ( email )

KIMEP
Almaty
Kazakhstan

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