Student satisfaction and the customer focus in higher education

Journal of Higher Education Policy and Management

Volumn 35, Issue 1, 2013, Pages 2-10

  Mark, Eddie ^a  

^a UNIVERSITY OF TORONTO   (Canada)

Author keywords

customer focus; higher education; student as customer; student satisfaction; Total Quality Management

Indexed keywords

EID: 84873408586     PISSN: 1360080X     EISSN: 14699508     Source Type: Journal    
DOI: 10.1080/1360080X.2012.727703     Document Type: Article

References (39)

1. Albanese, M. 1999. Students are not customers: A better model for medical education. Academic Medicine, 74: 1172-1186.
2. Bailey, D. and Bennett, J.V. 1996. The realistic model of higher education. Quality Progress, 29: 77-79.
3. Bay, D. and Daniel, H. 2001. The student is not the customer: An alternative perspective. Journal of Marketing for Higher Education, 11: 1-19.
4. Brennan, L. and Bennington, L. 1999. Concepts in conflict: Students and customers-an Australian perspective. Journal of Marketing for Higher Education, 9: 19-40.
5. Browne, B.A., Kaldenberg, D.O., Browne, W.G. and Brown, D.J. 1998. Student as customer: Factors affecting satisfaction and assessments of institutional quality. Journal of Marketing for Higher Education, 8: 1-14.
6. Buck, G.H. 2002. The customer is always right. Alberta Journal of Educational Research, 48: 1-4.
7. Cloutier, M. and Richards, J. 1994. Examining customer satisfaction in a big school. Quality Progress, 9: 117-119.
8. Courtney, M. & Courtney, A. (2012). Science and engineering education: Who is the customer? Ithaca, New York: Physics Education, Cornell University Library. http://arxiv.org/ftp/physics/papers/0612/0612117.pdf (http://arxiv.org/ftp/physics/papers/0612/0612117.pdf)
9. Covill, A. E. 2011. College students' perceptions of the traditional lecture method. College Student Journal, 45(1): 92-101.
10. Dillon, S. December 11 2010. "What works in the classroom? Ask the students". In The New York Times Vol. A15, December 11,
11. Eagle, L. and Brennan, R. 2007. Are students customers? TQM and marketing perspectives. Quality Assurance in Education, 15: 44-60.
12. Elliot, K.M. 2002. Ket determinants of student satisfaction. Journal of College Student Retention,: 271-279.
13. Elliott, K.M. and Shin, D. 2002. Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24: 197-209.
14. Emery, C., Kramer, T. and Tian, R. 2001. Customers vs. products: Adopting an effective approach to business students. Quality Assurance in Education, 9: 110-115.
15. Franz, R.S. 1998. Whatever you do, don't treat your students like customers!. Journal of Management Education, 22: 63-69.
16. Guolla, M. 1999. Assessing the teaching quality to student satisfaction relationship: Applied customer satisfaction research in the classroom. Journal of Marketing Theory and Practice, 7: 87-96.
17. Hebert, F.J., Dellana, S.A. and Bass, K.E. 1995. Total quality management in the business school: The faculty viewpoint. SAM Advanced Management Journal, 60: 20-31.
18. Helms, S. and Key, C. H. 1994. Are students more than customers in the classroom?. Quality Progress, 27: 97-100.
19. Hill, F. M. 1995. Managing service quality in higher education: The role of the student as primary consumer. Quality Assurance in Education, 3: 10-21.
20. James, D. 2001. Why students can't be customers in the classroom. College and University, 77: 45-46.
21. Kelley, S.W., Donnelly, J.J. and Skinner, S.J. 1990. Customer participation in service in service production and delivery. Journal of Retailing, 66: 315
22. King, A. 1993. From sage on the stage to guide on the side. College Teaching, 41: 30-35.
23. Kotze, T. and du Plessis, P. 2003. Students as 'co-producers' of education: A proposed model of student socialization and participation at tertiary institutions. Quality Assurance in Education, 11: 186-201.
24. Lengnick-Hall, C.A. 1996. Customer contributions to quality: A different view of the customer-oriented firm. Academy of Managament Review, 21: 791-824.
25. Marsh, H.W. and Roche, L.A. 2000. Effects of grading leniency and low workload on students' evaluations of teaching: Popular myth, bias, validity or innocent bystanders?. Journal of Educational Psychology, 92: 202-228.
26. McCollough, M.A. and Gremler, D.D. 1999. Guaranteeing student satisfaction: An exercise in treating students as customers. Journal of marketing Education, 21: 118-130.
27. McCuddy, M.K., Pinar, M. and Gingerich, E.F. 2008. Using student feedback in designing student-focused curricula. International Journal of Educational Management, 22: 611-637.
28. Motwani, J. and Kumar, A. 1997. The need for implementing total quality managament in education. International Journal of Education Management, 11: 131-135.
29. Munteanu, C., Ceobanu, C., Bobalca, C. and Anton, O. 2010. An analysis of customer satisfaction in a higher education context. International Journal of Public Sector Management, 23: 124-140.
30. Quinn, A., Lemay, G., Larsen, P. and Johnson, D.M. 2009. Service quality in higher education. Total Quality Management, 20: 139-152.
31. Rinehart, G. 1993. Quality education: Applying the philosophy of Dr. W. Edwards deming to transform the educational system, Milwaukee: American Society for Quality Control.
32. Rolfe, H. 2002. Students' demands and expectations in an age of reduced financial support: The perspectives of lecturers in four English universities. Journal of Higher Education Policy and Management, 24: 171-182.
33. Schwartzman, R. 1995. Are students customers? The metaphoric mismatch between management and education. Education, 116: 215
34. Scott, S. 1999. The academic as service provider: Is the customer 'always right'?. Journal of Higher Education Policy and Management, 21: 193-202.
35. Scrabec, Q. 2000. A quality education is not customer driven. Journal of Education for Business, 75: 298-300.
36. Sirvanci, M. 1996. Are students the true customers of higher education?. Quality Progress, 29: 99-102.
37. Swan, J.E., Bowers, M.R. and Grover, R. 2002. Customer involvement in the selection of service specifications. Journal of Services Marketing, 16: 88-103.
38. Wambsganss, J.R. and Kennett, D. 1995. Defining the customer: When universitites adopt TQM, future employers-not students-should be seen as customers. Strategic Finance, 76: 39-41.
39. Wright, R.E. 2008. Targeting, segmenting, and positioning the market for college students to increase customer satisfaction and overall performance. College Student Journal,: 891-894.