Are students customers? Tourism and hospitality students’ evaluation of their higher education experience

Xu, Jing; Lo, Ada; Wu, Joey

doi:10.1080/15313220.2018.1463587

Cited by 23 publications

(29 citation statements)

References 47 publications

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“…Khoo et al (2017) and Pitman (2000) argued that students are the main customers to any HEI. Xu et al (2018) explained that a “customer” metaphor of students involves fulfilling what students want. Al-Kilani and Twaissi (2017), Jancey and Burns (2013) and Koris and Nokelainen (2015) believed that students should be the main focus of any HEIs and their academic and non-academic experience with the HEIs is significantly important.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The view of the students as customers has been fostered with the introduction of tuition fees in both private and public HEIs. The introduction of students’ payment for the services they receive makes the relationship of student-university become the one of a provider and a customer that reinforces students’ role as customers (Tight, 2013; Xu et al , 2018). However, students were considered to be the primary customers to any HEIs even before the introduction of tuition fees (Douglas et al , 2006).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Education is valued as an important investment for students’ future career and life. Students have become more conscious about the programmes and services that higher education institutions (HEIs) can offer to them (Petruzzellis and Romanazzi, 2010; Xu et al , 2018). Several developments and changes have occurred in the higher education (HE) sector and many significant challenges have shaped the operating environment of HEIs (Altbach et al , 2019; Kashif and Cheewakrakokbit, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…linking their financial support to the results produced by HEIs (Mukwambo, 2019). Thus, public and private HEIs focus more on student satisfaction because tuition fees facilitate self-financing (Xu et al , 2018).…”

Section: Introductionmentioning

confidence: 99%

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Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

Kruja

Tabaku

2021

IJQSS

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Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

Kruja

Tabaku

2021

IJQSS

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“…The good image and reputation of the university reflect excellent quality services offered to the consumers (Xu, Lo, & Wu, 2018) (Harwani, 2017). Image and reputation develop for several years and also indicate before the existing emails and reputation perceived by the consumers.…”

mentioning

confidence: 89%

Discovering The Stock Tweet Attribute. A Case Study @IDX_BEI

2019

EJBM

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University needs to monitor the market development, to find out the developing interests of the students for their future, and to find out the changing need of the study program. University also needs to determine the level of public recognition toward the university and whether the universities become the choice of the senior high school student. The research conducted in the area of West Jakarta. The research conducted is a survey of senior high school students from 20 schools. The findings show that access to easily accessible locations, study programs with A accreditation as well as universities that have proper buildings and facilities are the main subject for students to choose universities. Furthermore, parents and the consulting teacher are a significant influencer to choose the university. Moreover, the student has the right decision to choose the study program.The university needs to monitor the developing interests of the students for their future occupation, finding out the changing needs of the study program (Nugroho, Khayati, Harwani, & Sihite, 2015) (Harwani, Suharjo, Nurmalina, & Suprayitno). University also needs to determine the level of public recognition toward the university, whether the universities become the choice of the senior high school student and the competitive landscape in the area (Nugroho, Harwani, Dewita, & Sihite, 2015).The family wants the children to have a college degree. A good education improves the likelihood of children's welfare in the future. The higher the degree of the children's education, the higher the probability that they have good competitiveness in the labor market (W. McMahon, 2013;W. W. McMahon, 2018). A good future for the children is the main reason for the parents to enroll the children in the university.Since having a college degree is an essential process for the children. Therefore the parents will choose the appropriate, good university for the children that could support the children's talent and interest -therefore picking a good quality of the higher degree to relate to many factors such as the consideration to select goods and services in the commercial market.The student interest is also developing and dynamic. The student has the interest to work in a selected occupation that means for them. Some students look for occupation relates to the student interest, whether it is the revenue, or the salary, the fun, the patient, and also the parent's consideration related to their future. Some consideration relates to the cost of tuition fee, come consideration also related to location, the transportation, friends, the environment of the universities that the students prefer for studying in the University. These factors are being the consideration for the student to choose University (Chintagunta & Lee, 2012) (Raczkoski, 2018).The University needs to know factors that influence the parents, and also, the student decides to choose the University. This information will influence how the University will develop and prepare to meet the consumer's demand. W...

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The role of research reputation in choosing a UK Business School and the contrasting perspectives of students and research leaders

Sirkeci¹,

O’Leary

2022

The International Journal of Management Education

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Are students customers? Tourism and hospitality students’ evaluation of their higher education experience

Cited by 23 publications

References 47 publications

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

Discovering The Stock Tweet Attribute. A Case Study @IDX_BEI

The role of research reputation in choosing a UK Business School and the contrasting perspectives of students and research leaders

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