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
Date Written: January 20, 2008
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
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