Meeting the cultural and service needs of Arabic international students by using QFD

Quality has become an important factor in global competition for many reasons. Intensive global competition and the demand for better quality by customers has led organizations to realize the benefits of providing quality products and services in order to successfully compete and survive. Higher education institutions are one example of these organisations. Higher education institutions work in an intensive competitive environment worldwide driven by increasing demands for learning by local and international students. As a result, the managers of these sectors have realized that improving the quality of services is important for achieving customer satisfaction which can help survival in an internationally competitive market. To do this, it is necessary for organizations to know their customers and identify their requirements. To this end, many higher education institutions have adopted principles of total quality management (TQM) to improve their education quality which leads to better performance through involvement of every department to achieve excellence in business. This chapter considers the importance of measuring quality in order to assist universities to proactively manage the design and improvement of the social and academic experiences of postgraduate international students, and plan management decision-making processes to deliver high-quality services in a globalized business of provision of higher education. Higher education institutions must operate effectively and efficiently and be able to deliver quality programs, by seeking to better understand the needs of their customers to be competitive in this market space

THE EFFECTS OF SOCIAL COMPARISON ON INTENTION TO USE MOBILE MESSAGING SERVICES

Mobile messaging services continue gaining high demand and the adoption of mobile messaging has been academically investigated for decades. However, there is a lack of an understanding of how psychological perspective of social comparison–a central feature of human life for self-evaluation– affects individuals’ adoption of mobile messaging services. This study proposes a new model of individuals’ intentions to use a mobile messaging service under the influence of social comparison. The model is empirically tested using the structural equation modeling technique. The results show that social comparison has an effect on individuals\u27 intentions to use the service through the influences of information seeking and perceived values (social, hedonic and utilitarian values). Social comparison significantly affects information seeking and social value, while perceived values affect individuals’ attitudes and intentions to use mobile messaging services. Further discussions on the analysis results and the implications for theory and practice are presented. This study fills the gap in technology adoption literature and provides guidance for service providers to enhance customers’ intentions to use their mobile services. The paper concludes with limitations of the study and direction of the future studies

Using the Students-as-Customers Concept in Technology Disciplines: Students- Perspectives

Educational institutions increasingly adopt the students-as-customers concept to satisfy their students. Understanding students- perspectives on the use of this business concept in educational institutions is necessary for the institutions to effectively align these perspectives with their management practice. The study investigates whether students in technology and business disciplines have significantly different attitudes toward using the students-as-customers concept in educational institutions and explores the impact of treating students as customers in technology disciplines under students- perspectives. The results from quantitative and qualitative data analyses show that technology students, in contrast to business students, fairly disagree with educational institutions to treat students as customers. Treating students as customers in technology disciplines will have a negative influence on teaching performance, instructor-student relationships and educational institutions- aim, but a positive influence on service quality in educational institutions. The paper discusses the findings and concludes with implications and limitations of the study

Students, patients, citizens, and believers as “customers”: A cross-national exploratory study

Even after 40 years of philosophical discussions about whether “customer” terminology is appropriate in the context of education, health care, religion, government, and other social institutions, virtually no research has been conducted to identify actual public attitudes on the subject. Thus, a large-scale, five-country study was conducted to examine the question: Should patients, students, news media readers/viewers/listeners, political constituents, and members of religious organizations be treated as “customers”? In addition to collecting and analyzing quantitative responses, the study explored the reasoning behind respondents' attitudes, provided benchmark data for future research, and highlighted critical implications for both public and private policy