Open AccessObtaining customer satisfaction by managing customer expectation, customer perceived quality and perceived value
Author(s) -
Martinus Tukiran,
Pauline Henriette Pattyranie Tan,
Widodo Sunaryo
Publication year - 2021
Publication title -
uncertain supply chain management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.395
H-Index - 16
eISSN - 2291-6830
pISSN - 2291-6822
DOI - 10.5267/j.uscm.2021.1.003
Subject(s) - customer satisfaction , customer advocacy , marketing , customer intelligence , customer delight , business , customer retention , customer equity , customer to customer , voice of the customer , quality (philosophy) , service quality , public relations , political science , philosophy , epistemology , service (business)
There is a need in the community which is realized by volunteering the community to pay some costs to get the quality education offered, also supported by government regulations that encourage the existence of international schools in each region, as well as the influence of globalization. The existence of these international standard schools using Cambridge or International Baccalaureate curriculum has brought big changes in managing schools as an educational institution. Education management is a necessity for schools today to be able to manage schools that focus on customer desires and satisfaction, without overriding the main values in education. Therefore, Structural Equation Modelling (SEM) is employed to spot the arena of this study; Customer Expectation and Customer Perceived Quality mediated by Customer Perceived Value will affect customer satisfaction. The model is expected to provide the model for education institutions how to manage customer satisfaction in-line with delivering quality education.