Development of Customer-Oriented Reputation Modelin Higher Education
In competitive market, higher education institutions are becoming increasingly aggressive in their service activities to convey a reputation that is favorable to their public. A reputation may influence a students desire to attend higher educational institution. As higher educational institutions, universities are advised to include customer-oriented reputation in their effort to be accountable for effectiveness of their service. The purposes of this research are to conceptualize and to build a model of customer-oriented reputation that allows higher education sector to obtain a better knowledge of the customer need. The model is developed from ASCI and ESCI model and confirming the causal relationships between the following latent variables: brand image, perceived quality, perceived value, satisfaction, and customer-oriented reputation using structural equation model. The customer-oriented reputation model is illustrated empirically in case study of Industrial Engineering department of four famous private universities in Jakarta, Indonesia.
customer oriented reputation brand image perceived quality perceived value satisfaction
Ronald Sukwadi Ching-Chow Yang
Industrial and Systems Engineering Chung Yuan Christian University,Chung Li, Taiwan China Atma Jaya Industrial and Systems Engineering Chung Yuan Christian University Chung Li, Taiwan China
国际会议
成都
英文
56-60
2010-07-09（万方平台首次上网日期，不代表论文的发表时间）