Student as customer concept: an approach to determine Pakistani students' preferences as customers while studying at private universities

Raza, Syed Ali; Qazi, Wasim; Khan, Komal Akram; Shah, Syed Mir Muhammad

doi:10.1108/ijem-04-2019-0138

Cited by 12 publications

(9 citation statements)

References 54 publications

(46 reference statements)

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“…According to Abdullah (2006), customers of universities are not only students but also governments, businesses, families and society. Further, referencing the literature that positions students, alumni and potential students as customers (Calma and Dickson-Deane, 2020;Pezeshki et al, 2020;Raza et al, 2021). Therefore, customer loyalty in this study is considered as the deep commitment of students, governments, businesses, families and society to engage the university service (Latif et al, 2021).…”

Section: Customer Loyaltymentioning

confidence: 99%

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Creating customer loyalty through global engagement: the role of university social responsibility

Khanh

That

2022

IJEM

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PurposeThis study aims to examine how university social responsibility (USR) global engagement is influenced, and its impact on service quality and “customer” loyalty. There are four determinants of USR global engagement which are responsible education programs, knowledge management, organizational management and social engagement.Design/methodology/approachThe data were collected through a structured questionnaire survey conducted in five universities in Vietnam. The dataset consists of 446 valid responses by Vietnamese students. Correlation analysis and structural equation modeling (SEM) were used to test the proposed relationships. Confirmatory factor analysis (CFA) is conducted to verify the reliability and validity of each latent construct, and to evaluate the discriminant validity, convergent validity, composition reliability and average variance extracted (AVE) for the latent constructs.FindingsThis study finds statistically significant and positive effects of responsible education programs, knowledge management, organizational management and social engagement on USR global engagement. The results also reveal the interrelationships among USR global engagement, service quality and loyalty.Practical implicationsFirstly, universities need to facilitate the involvement of all their stakeholders when they adopt USR engagement with the world. Second, universities should seek funders in society, or funders from the trade agreement between their countries and foreign ones to invest in research projects. Third, with the IT development, universities have to explore technological innovation in their teaching and training. Fourth, universities have to reform their mission and strategy to implement USR global engagement as a central pillar.Originality/valueThis study has some contributions to the scarce literature on USR. This study highlights that universities in developing countries like Vietnam need to make a large effort to enhance their teaching and training systems in order to meet the global education standard. The second highlight lies in developing research projects on discovery, methodologies, interpretation and orientation. Further, universities need to address the requirement for more internal communication with students and more external communication with society. Finally, this study found that USR global engagement make customers (students, students' families, businesses, and other stakeholders) trust and become loyal to universities.

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Section: Customer Loyaltymentioning

confidence: 99%

“…Further, referencing the literature that positions students, alumni and potential students as customers (Calma and Dickson-Deane, 2020; Pezeshki et al. , 2020; Raza et al. , 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

Creating customer loyalty through global engagement: the role of university social responsibility

Khanh

That

2022

IJEM

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“…Therefore, commercial banks developers, or any product developers, must place great emphasis on Internet in the entire development cycle. A continuous enhancement is a needed trump card in this sector (Khan, Raza, Shah, & Qazi, 2021). Moreover, the consumer dynamics, especially customer satisfaction, are constantly and almost rapidly evolving, which makes the definition of Internet from the customer's viewpoint being constantly revolutionized (Karjaluoto, Hurpaul, Shaikh, Ramdhony, & Glavee-Geo, 2021).…”

Section: Wwwpsychologyandeducationnetmentioning

confidence: 99%

E-Marketing and Its Effect on Customer Satisfaction in the Commercial Banks – Libya

Algnaidi¹

2021

pae

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The aim of this paper is to evaluate customer satisfaction in the banking sector of Libya, based on e-marketing. This is an empirical study using mainly primary data collected through a well-structured questionnaire. The study was conducted after validity and reliability testing of a self-administered questionnaire using SPSS program. The questionnaire was distributed to a sample of 150 bank customers in Misurata, Libya. This paper makes a useful contribution as there are only a few studies dealing with the assessment of components of e-marketing in banking sector of Libya. The findings showed that there is a significant relationship between the customer satisfaction and e-marketing. Based on three different independent variables (mobile phones, internet and credit cards), regression analysis showed that all these variables positively influenced customer satisfaction in Libyan banking sector. This research has greater implication for the bank management who are looking forward to newer business strategies to achieve customer satisfaction.

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“…Several lines of evidence suggest that students are viewed as customers in higher education ( Guilbault, 2016 ; Calma and Dickson-Deane, 2020 ; Raza et al, 2021 ). A customer-oriented higher education institution collects and acts on student feedback on teaching and other related processes, and values students’ voices as one of the criteria for teacher appraisal ( Koris et al, 2015 ; Mazandarani and Troudi, 2022 ).…”

Section: Introductionmentioning

confidence: 99%

Why teaching innovation matters: Evidence from a pre- versus peri-COVID-19 pandemic comparison of student evaluation data

2022

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The COVID-19 pandemic has robustly affected global education environments, so higher education institutions need to emphasize innovation and creativity in educational methods for teachers to improve their teaching performance as well as enhance the engagement and motivation of students in this changing environment. Accordingly, it is essential to discuss the role of teaching innovation in the setting of the COVID-19 pandemic compared to the pre-COVID-19 period. The aim of this study is to empirically validate the importance of teaching innovation in student evaluation of teaching before and during the COVID-19 pandemic. Data were collected from the medical college of a comprehensive university in Taiwan and were subjected to t-tests and multiple linear regression analysis. Findings from a quantitative study with 44 teachers revealed that teaching innovation was positively correlated to student evaluation of teaching. We also found that teachers who implemented teaching innovation strategies performed better than those teachers who used conventional teaching strategies on student evaluation of teaching. In particular, teaching innovative teachers had improvement in student evaluation of teaching during the time of the COVID-19 pandemic, but not non-teaching innovative teachers. The evidence from this study suggests that teaching innovation can not only enhance teachers’ teaching development and performance but also boost students’ motivation for learning, especially in the time of the COVID-19 pandemic. Our findings have important implications for future research on teaching innovation and for higher education institutions and faculty wishing to provide high-quality learning environments to their students.

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Student as customer concept: an approach to determine Pakistani students' preferences as customers while studying at private universities

Cited by 12 publications

References 54 publications

Creating customer loyalty through global engagement: the role of university social responsibility

Creating customer loyalty through global engagement: the role of university social responsibility

E-Marketing and Its Effect on Customer Satisfaction in the Commercial Banks – Libya

Why teaching innovation matters: Evidence from a pre- versus peri-COVID-19 pandemic comparison of student evaluation data

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