IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE

Garry Prentice, Christopher McLaughlin

    Research output: Chapter in Book/Report/Conference proceedingChapter

    Abstract

    In order to evaluate the education service provided by a private university in Ireland, this investigation utilized an extension of Cronin, Brady & Hult’s (2000) explanatory model. The overall prediction of this model is that positive perceptions of quality, value and satisfaction in relation to the education service encounter will lead to positive word of mouth, and future intention to use the service again. The Arts undergraduate student sample size was 260. The research was conducted using a cross-sectional (Student survey) design. Despite a slight majority stating that the service quality was above average, and the majority stating they were satisfied overall, only a minority indicated that they would use the service again. In addition, on average, the undergraduate students only recommended the private university to one other person.
    LanguageEnglish
    Title of host publicationMarketing Education: Experiencing New Frontiers
    Place of PublicationMihaylo College of Business and Economics at California State University
    Pages112-123
    Publication statusPublished - 2012

    Fingerprint

    customer
    private university
    education
    student
    Ireland
    minority
    art
    human being
    Values

    Cite this

    Prentice, G., & McLaughlin, C. (2012). IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE. In Marketing Education: Experiencing New Frontiers (pp. 112-123). Mihaylo College of Business and Economics at California State University.
    Prentice, Garry ; McLaughlin, Christopher. / IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE. Marketing Education: Experiencing New Frontiers. Mihaylo College of Business and Economics at California State University, 2012. pp. 112-123
    @inbook{884ea386a1e54f72a0d68699b2de4072,
    title = "IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE",
    abstract = "In order to evaluate the education service provided by a private university in Ireland, this investigation utilized an extension of Cronin, Brady & Hult’s (2000) explanatory model. The overall prediction of this model is that positive perceptions of quality, value and satisfaction in relation to the education service encounter will lead to positive word of mouth, and future intention to use the service again. The Arts undergraduate student sample size was 260. The research was conducted using a cross-sectional (Student survey) design. Despite a slight majority stating that the service quality was above average, and the majority stating they were satisfied overall, only a minority indicated that they would use the service again. In addition, on average, the undergraduate students only recommended the private university to one other person.",
    author = "Garry Prentice and Christopher McLaughlin",
    year = "2012",
    language = "English",
    isbn = "None",
    pages = "112--123",
    booktitle = "Marketing Education: Experiencing New Frontiers",

    }

    Prentice, G & McLaughlin, C 2012, IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE. in Marketing Education: Experiencing New Frontiers. Mihaylo College of Business and Economics at California State University, pp. 112-123.

    IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE. / Prentice, Garry; McLaughlin, Christopher.

    Marketing Education: Experiencing New Frontiers. Mihaylo College of Business and Economics at California State University, 2012. p. 112-123.

    Research output: Chapter in Book/Report/Conference proceedingChapter

    TY - CHAP

    T1 - IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE

    AU - Prentice, Garry

    AU - McLaughlin, Christopher

    PY - 2012

    Y1 - 2012

    N2 - In order to evaluate the education service provided by a private university in Ireland, this investigation utilized an extension of Cronin, Brady & Hult’s (2000) explanatory model. The overall prediction of this model is that positive perceptions of quality, value and satisfaction in relation to the education service encounter will lead to positive word of mouth, and future intention to use the service again. The Arts undergraduate student sample size was 260. The research was conducted using a cross-sectional (Student survey) design. Despite a slight majority stating that the service quality was above average, and the majority stating they were satisfied overall, only a minority indicated that they would use the service again. In addition, on average, the undergraduate students only recommended the private university to one other person.

    AB - In order to evaluate the education service provided by a private university in Ireland, this investigation utilized an extension of Cronin, Brady & Hult’s (2000) explanatory model. The overall prediction of this model is that positive perceptions of quality, value and satisfaction in relation to the education service encounter will lead to positive word of mouth, and future intention to use the service again. The Arts undergraduate student sample size was 260. The research was conducted using a cross-sectional (Student survey) design. Despite a slight majority stating that the service quality was above average, and the majority stating they were satisfied overall, only a minority indicated that they would use the service again. In addition, on average, the undergraduate students only recommended the private university to one other person.

    M3 - Chapter

    SN - None

    SP - 112

    EP - 123

    BT - Marketing Education: Experiencing New Frontiers

    CY - Mihaylo College of Business and Economics at California State University

    ER -

    Prentice G, McLaughlin C. IDENTIFICATION OF EDUCATION SERVICE QUALITY-RELATED FACTORS THAT INFLUENCE RETENTION AND EXPANSION OF STUDENT CUSTOMER BASE. In Marketing Education: Experiencing New Frontiers. Mihaylo College of Business and Economics at California State University. 2012. p. 112-123