Antecedents and consequences of student satisfaction with university services: a longitudinal analysis

Athiyaman, Adee (2004) Antecedents and consequences of student satisfaction with university services: a longitudinal analysis. Academy of Marketing Studies Journal, 8 (1). pp. 89-105.

[img] PDF (Published Version) - Published Version
Restricted to Repository staff only

Abstract

A common understanding among businesses is that a satisfied customer engages in positive word-of-mouth communication that affects the bottomline of the business. It has been shown in various research that word-of-mouth recommendations from past students constitute a major source of influence on students' university choice. In spite of its importance, little work has been done to address student satisfaction issues in the higher education sector. This paper develops a model of student satisfaction with university services using three major theories of consumer satisfaction: expectancy-disconfirmation, equity, and attribution.

Item ID: 13835
Item Type: Article (Refereed Research - C1)
Keywords: attitude; causal analysis; higher education; longitudinal study; satisfaction
Related URLs:
ISSN: 1528-2678
Date Deposited: 17 Nov 2010 01:10
FoR Codes: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1505 Marketing > 150599 Marketing not elsewhere classified @ 100%
SEO Codes: 93 EDUCATION AND TRAINING > 9399 Other Education and Training > 939999 Education and Training not elsewhere classified @ 100%
More Statistics

Actions (Repository Staff Only)

Item Control Page Item Control Page