DocumentCode
2300595
Title
Notice of Retraction
Research on Relationship of Customer Satisfaction in Chinese Higher Education
Author
Liu Jing-yan ; Duan Xiao-chen ; Li Yu-hong
Author_Institution
Sch. of Econ. & Manage., Shijiazhuang Railway Inst., Shijiazhuang, China
Volume
2
fYear
2010
fDate
6-7 March 2010
Firstpage
399
Lastpage
402
Abstract
Notice of Retraction
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
The products of higher education provided to the customers by colleges and universities are service. Service attribute is the basic characteristic of higher education. Whether customer is satisfied is very important to the future of college. The model of service customer satisfaction in higher education is established to explore the relationship of service quality, image of colleges and universities, customer perceived service value, customer trust, customer satisfaction and customer behavior in higher education. The empirical results show that customer satisfaction has remarkable influence to the customer behavior. Service quality and image of colleges has indirect influence to customer satisfaction and customer behavior in higher education through customer perceived service value and customer trust.
After careful and considered review of the content of this paper by a duly constituted expert committee, this paper has been found to be in violation of IEEE´s Publication Principles.
We hereby retract the content of this paper. Reasonable effort should be made to remove all past references to this paper.
The presenting author of this paper has the option to appeal this decision by contacting TPII@ieee.org.
The products of higher education provided to the customers by colleges and universities are service. Service attribute is the basic characteristic of higher education. Whether customer is satisfied is very important to the future of college. The model of service customer satisfaction in higher education is established to explore the relationship of service quality, image of colleges and universities, customer perceived service value, customer trust, customer satisfaction and customer behavior in higher education. The empirical results show that customer satisfaction has remarkable influence to the customer behavior. Service quality and image of colleges has indirect influence to customer satisfaction and customer behavior in higher education through customer perceived service value and customer trust.
Keywords
customer satisfaction; management education; Chinese higher education; customer behavior; customer perceived service value; customer satisfaction relationship; customer trust; service attribute; service quality; Computer science; Computer science education; Customer relationship management; Customer satisfaction; Educational institutions; Educational products; Educational technology; Environmental economics; Quality management; Technology management; customer satisfaction; educational services; higher education; structure equation modeling;
fLanguage
English
Publisher
ieee
Conference_Titel
Education Technology and Computer Science (ETCS), 2010 Second International Workshop on
Conference_Location
Wuhan
Print_ISBN
978-1-4244-6388-6
Type
conf
DOI
10.1109/ETCS.2010.105
Filename
5459881
Link To Document