| dc.description.abstract | This research examines the factors influencing higher education customer satisfaction offered at Foreign Trade University perceived by students. The examination is based on the HedPERF model includes Non-academic aspects, Academic staff, Reputation, Access, Programs issues dimensions, and the Effectiveness dimension which is added afterwards after adopted form PHed scale. The hypotheses of six dimensions have been assumed to have positive impacts on customer satisfaction. Those hypotheses are tested to explored the relationship between initial dimensions and identify the real representative factors affecting higher education customer satisfaction at Foreign Trade University. The scale reliability for 52-item instrument is confirmed using the Cronbach‟s Alpha. The principle component analysis followed by a varimax method is used to extract the factor loadings. Multiple regression analyses demonstrated that Academic staff has the strongest influence on higher education customer satisfaction at this institution, followed by Non-academic aspects, Effectiveness, Reputation, Program issues and Extracurricular activities. University authorities should concentrate on the significant factors the enhance service quality, thus improve customer satisfaction.
Key words: higher education, service quality, customer satisfaction. | en_US |
