Universities as service providers: managing expectations, satisfaction, and loyalty in higher education ; a marketing approach
Gespeichert in:
| 1. Verfasser: | |
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| Format: | Abschlussarbeit Buch |
| Sprache: | English |
| Veröffentlicht: |
2012
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XI, 175 S. graph. Darst. |
Internformat
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Datensatz im Suchindex
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| adam_text | Titel: Universities as service providers
Autor: Kindlein, Kathrin
Jahr: 2012
Table of Contents
List of Figures....................................................................................................................VII
List of Tables....................................................................................................................VIII
List of Abbreviations..........................................................................................................X
Abstract............................................................................................................................XI
1 Introduction..................................................................................................................1
1.1 Motivation..........................................................................................................1
1.2 Composition of the Thesis..................................................................................5
2 Theoretical Background..............................................................................................8
2.1 Service Orientation from a Marketing Perspective............................................8
2.1.1 Characteristics of Service Providers.......................................................8
2.1.2 Characteristics of the Construct Satisfaction .....................................10
2.1.3 Characteristics of the Constructs Expectations and Perceptions ... 13
2.1.4 Characteristics of the Construct Loyalty ...........................................15
2.2 Marketing in Higher Education........................................................................16
2.2.1 Universities as Service Providers..........................................................16
2.2.2 Satisfaction, Expectations, and Loyalty in Higher Education..............18
2.2.3 Research Gaps.......................................................................................22
3 Study 1: Investigating Students Expectations 0?re-Study)...................................24
3.1 Research Question............................................................................................24
3.2 Methodological Background............................................................................24
3.2.1 Data Collection.....................................................................................24
3.2.2 Content Analysis...................................................................................25
3.3 Research Design and Assessment Tool............................................................25
3.4 Data Sources and Sample s Characteristics......................................................26
3.5 Results and Discussion.....................................................................................27
4 Study 2: Measuring Students Satisfaction and Loyalty........................................29
4.1 Hypotheses and Research Questions................................................................29
4.2 Methodological Background: Quantitative Data Analysis...............................30
4.2.1 Partial Least Squares-Structural Equation Modeling (PLS-SEM)........30
4.2.2 Latent Class Analysis using Finite Mixture (FIMLX) Analysis............34
4.2.3 Importance Performance Matrix...........................................................38
4.3 Research Design and Assessment Tool............................................................38
4.4 Data Sources and Sample Characteristics........................................................40
4.5 Results and Discussion.....................................................................................41
4.5.1 Descriptive Analysis.............................................................................41
4.5.2 Results from PLS Path Modeling.........................................................51
4.5.3 Latent Class Analysis............................................................................60
4.5.4 Sub-summary: Key Findings of study 2...............................................63
5 Study 3a: Understanding Current Students Perception........................................65
5.1 Research Questions...........................................................................................65
5.2 Methodological Background: In-depth Interviews and Critical Incident
Technique.........................................................................................................66
5.3 Research Design and Assessment Tool............................................................67
5.3.1 Interview Setting and Interviewers Characteristics.............................67
5.3.2 Guiding Manual for In-Depth Expert Interviews..................................68
5.4 Data Sources and Interviewees Characteristics...............................................70
5.5 Results and Discussion.....................................................................................70
5.5.1 Main Issues Causing Student Dissatisfaction.......................................70
5.5.2 Connotations with the Study Course and the University......................73
5.5.3 Perceived (Dis)Advantages of LMU and Intention to Recommend.....75
5.5.4 Feasibility of the Study Program..........................................................82
5.5.5 Explicit Determinants of Satisfaction...................................................85
5.5.6 Critical Incidents in a Higher Education Context.................................86
5.5.7 Suggestions for Improvement and Desired Extra Steps ....................92
5.5.8 Excursus: Use of Social Media in Higher Education............................95
6 Study 3b: Understanding Future Students Perception..........................................98
6.1 Research Questions...........................................................................................98
6.2 Methodological Background............................................................................99
6.3 Research Design and Assessment Tool............................................................99
6.4 Data Sources and Sample Characteristics......................................................100
6.5 Results and Discussion...................................................................................101
6.5.1 Quantitative Results............................................................................101
6.5.2 Qualitative Results..............................................................................103
7 Implications, Limitations, and Future Research...................................................107
7.1 Implications....................................................................................................107
7.2 Limitations......................................................................................................Ill
7.3 Directions for Future Research.......................................................................Ill
8 Conclusion.................................................................................................................113
References......................................................................................................................114
Appendices.....................................................................................................................129
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| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 378 - Higher education (Tertiary education) |
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| dewey-search | 378.43364 |
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| dewey-tens | 370 - Education |
| discipline | Pädagogik Wirtschaftswissenschaften |
| format | Thesis Book |
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| spelling | Kindlein, Kathrin 1981- Verfasser (DE-588)1028900473 aut Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach vorgelegt von Kathrin Kindlein 2012 XI, 175 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier München, Univ., Diss., 2012 Zufriedenheit (DE-588)4129186-4 gnd rswk-swf Hochschule (DE-588)4072560-1 gnd rswk-swf Student (DE-588)4058167-6 gnd rswk-swf Dienstleistungsangebot (DE-588)4224244-7 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Hochschule (DE-588)4072560-1 s Dienstleistungsangebot (DE-588)4224244-7 s Student (DE-588)4058167-6 s Zufriedenheit (DE-588)4129186-4 s DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025683797&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Kindlein, Kathrin 1981- Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach Zufriedenheit (DE-588)4129186-4 gnd Hochschule (DE-588)4072560-1 gnd Student (DE-588)4058167-6 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd |
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| title | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach |
| title_auth | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach |
| title_exact_search | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach |
| title_full | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach vorgelegt von Kathrin Kindlein |
| title_fullStr | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach vorgelegt von Kathrin Kindlein |
| title_full_unstemmed | Universities as service providers managing expectations, satisfaction, and loyalty in higher education ; a marketing approach vorgelegt von Kathrin Kindlein |
| title_short | Universities as service providers |
| title_sort | universities as service providers managing expectations satisfaction and loyalty in higher education a marketing approach |
| title_sub | managing expectations, satisfaction, and loyalty in higher education ; a marketing approach |
| topic | Zufriedenheit (DE-588)4129186-4 gnd Hochschule (DE-588)4072560-1 gnd Student (DE-588)4058167-6 gnd Dienstleistungsangebot (DE-588)4224244-7 gnd |
| topic_facet | Zufriedenheit Hochschule Student Dienstleistungsangebot Hochschulschrift |
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