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dc.contributor.author
Sougaris, Gregorios
en
dc.date.accessioned
2015-06-05T09:19:01Z
dc.date.available
2015-09-27T05:56:48Z
dc.date.issued
2015-06-05
dc.identifier.uri
https://repository.ihu.edu.gr//xmlui/handle/11544/203
dc.rights
Default License
dc.title
Factors affecting students’ level of satisfaction and Positive‐Word‐Of‐Mouth in a private educational institution in Greece
en
heal.type
masterThesis
heal.keyword
Dissertations, Academic
en
heal.keyword
Private universities and colleges
en
heal.language
en
heal.access
free
el
heal.license
http://creativecommons.org/licenses/by-nc/4.0
heal.recordProvider
School of Economics, Business Administration and Legal Studies, Executive MBA
heal.publicationDate
2012-02
heal.bibliographicCitation
Sougaris Gregorios, 2012 ,Factors affecting students’ level of satisfaction and Positive‐Word‐Of‐Mouth in a private educational institution in Greece, Master's Dissertation, International Hellenic University
en
heal.abstract
The international student market is changing (Verbik, 2007). The competition in the international student market is rising due to the contribution of an increasing number of higher education opportunities for study at home and abroad. Educational institutions are looking to differentiate themselves from their competitors in an attempt to attract the growing number of prospective students seeking higher education (Verbik, 2007). The main goal of this dissertation is to provide the American Farm School with valuable data that will be an important tool for building an international recruitment plan for its tertiary department, Perrotis College. This information is important in recruiting a multi-cultural student body and in turn will increase the next intakes. To this end, a questionnaire was electronically distributed to current students coming from six different countries: Greece, FYROM, Albania, Bulgaria, Serbia and Kosovo, and 128 responses were collected. Questions were related to the factors influencing students’ destination choice and field of studies, level of satisfaction from their current studies, factors influencing Positive-Word-Of-Mouth and other constructs that comprise the survey. These factors were evaluated as to the level of significance in students’ decision-making process. Using SERVQUAL as a widely used instrument in assessing quality in the service sector, the constant variables set are the level of satisfaction and Positive-Word-Of-Mouth. These two constructs have a positive relation with certain predictors that affect students’ level of satisfaction and Positive-Word-Of-Mouth. According to the results, students’ satisfaction is positively affected by tangibles, career opportunities and Positive-Word-Of-Mouth, while the later has a positive relation with responsiveness towards the educational and job market, empathy and satisfaction. Therefore, the School needs to focus on these constructs that positively affect Satisfaction and PWOM, so to increase awareness in the market and thus more enrolments of quality students from the Balkan Region. A long-term recruitment plan should be focused in those constructs. Lastly, findings of this study could be enriched by implementing a qualitative research as well.
en
heal.tableOfContents
1. Introduction 1.1 General topic 4 1.2 Analysis – Trends 5 1.3 Empirical work on recruitment strategies and future trends 7 1.4 Aimof the study 8 2. Literature Review 2.1 Introduction 10 2.2 The SERVQUAL Model 11 2.3Hypotheses Development 2.3.1 Positive-Word-Of-Mouth 12 2.3.2 Satisfaction 13 2.3.3 Reliability 14 2.3.3.1 Quality of Assessment Processes 15 2.3.3.2 Reliability of learning assessments and staff quality 16 2.3.3.3 Reliability aspects in relation to value for money 17 2.3.4 Responsiveness 2.3.4.1 Responsiveness towards the educ. and job market 18 2.3.4.2 Responsiveness towards the student body 19 2.3.5 Empathy 20 2.3.6 Tangibles 21 2.3.7 Career Opportunities 22 3. Research Methodology 3.1 Purpose of the Research 23 3.2 The Questionnaire 23 4. Findings 4.1 Demographics 26 4.2 Reliability Test 28 4.3 Descriptive Statistics 28 4.4 Hypothesis Testing 30 4.4.1 Satisfaction 30 4.4.2 Positive-Word-Of-Mouth 32 5.Conclusion 36 6. Managerial Implications 40 7. Limitations and Further Research 41 8.References 42 9.Appendices 49
en
heal.advisorName
Grougiou, Vassiliki
en
heal.committeeMemberName
Argouslidis, Paris
en
heal.committeeMemberName
Dr. Aletras, Vasileios
en
heal.committeeMemberName
Plakogiannaki, Emmanouela
en
heal.academicPublisher
School of Economics and Business Administration, Executive MBA programme
en
heal.academicPublisherID
ihu
heal.numberOfPages
76
heal.fullTextAvailability
true


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