Title: Critical factors affecting customer satisfaction and higher education in Kazakhstan

Authors: Jung-Wan Lee, Simon W. Tai

Addresses: Department of Economics and Management, Kazakh-British Technical University, 59 Tole Bi Street, Almaty, 050000, Republic of Kazakhstan. ' Department of Finance, Kazakhstan Institute of Management, Economics and Strategic Research (KIMEP), 2 Abai Avenue, Almaty, 050010, Republic of Kazakhstan

Abstract: The purpose of the paper is to investigate critical factors affecting students| (as customers) satisfaction in higher education and their impacts on the management of higher education organisations in transition economies. This study constructs a model to understand the relationships between customer satisfaction and educational service quality; and between customer satisfaction and their purchasing intention (retention or recommendation). An empirical model is tested using survey data from institutions of higher education in Almaty, Kazakhstan. The findings suggest some managerial implications for the management of higher education and competitive strategies in the region.

Keywords: higher education; organisational learning; service quality; customer satisfaction; transition economies; Kazakhstan; critical factors; student satisfaction; education management; educational service.

DOI: 10.1504/IJMIE.2008.016230

International Journal of Management in Education, 2008 Vol.2 No.1, pp.46 - 59

Published online: 10 Dec 2007 *

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