{"id":"https://openalex.org/W1032073465","doi":null,"title":"Customer Satisfaction in the Higher Education Industry","display_name":"Customer Satisfaction in the Higher Education Industry","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W1032073465","mag":"1032073465"},"language":"en","primary_location":{"id":"pmh:oai:lup-student-papers.lub.lu.se:7392103","doi":null,"is_oa":true,"landing_page_url":"http://lup.lub.lu.se/student-papers/record/7392103","pdf_url":"http://lup.lub.lu.se/student-papers/record/7392103","source":{"id":"https://openalex.org/S4306402420","display_name":"Lund University Publications Student Papers (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"H1"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://lup.lub.lu.se/student-papers/record/7392103","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Ann-Christin Fischer","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Ann-Christin Fischer","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5009514836","display_name":"Punyasooree Suwunphong","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Punyasooree Suwunphong","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9491999745368958,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9491999745368958,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10907","display_name":"International Student and Expatriate Challenges","score":0.03280000016093254,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10546","display_name":"Higher Education Governance and Development","score":0.010300000198185444,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9980000257492065},{"id":"https://openalex.org/keywords/international-students","display_name":"international students","score":0.8880000114440918},{"id":"https://openalex.org/keywords/master-s-students","display_name":"master's students","score":0.7080000042915344},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7670000195503235},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.7710000276565552},{"id":"https://openalex.org/keywords/culture-shock","display_name":"culture shock","score":0.6919999718666077},{"id":"https://openalex.org/keywords/quality-of-service-indicators","display_name":"service quality indicators","score":0.7680000066757202},{"id":"https://openalex.org/keywords/student-expectations","display_name":"student expectations","score":0.6520000100135803},{"id":"https://openalex.org/keywords/university-marketing-communication","display_name":"university marketing communication","score":0.6809999942779541}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5667232871055603},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.5020599365234375},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5004386901855469},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.49837279319763184},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.49249204993247986},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.491312175989151},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4783315658569336},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4319365620613098},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4163912534713745},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.338782399892807},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2146914005279541},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.19647109508514404},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.1315082311630249},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.0},{"id":"https://openalex.org/C11012388","wikidata":"https://www.wikidata.org/wiki/Q170658","display_name":"Creativity","level":2,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:lup-student-papers.lub.lu.se:7392103","doi":null,"is_oa":true,"landing_page_url":"http://lup.lub.lu.se/student-papers/record/7392103","pdf_url":"http://lup.lub.lu.se/student-papers/record/7392103","source":{"id":"https://openalex.org/S4306402420","display_name":"Lund University Publications Student Papers (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"H1"},{"id":"mag:1032073465","doi":null,"is_oa":false,"landing_page_url":"https://lup.lub.lu.se/student-papers/record/7392103/file/7392108.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:lup-student-papers.lub.lu.se:7392103","doi":null,"is_oa":true,"landing_page_url":"http://lup.lub.lu.se/student-papers/record/7392103","pdf_url":"http://lup.lub.lu.se/student-papers/record/7392103","source":{"id":"https://openalex.org/S4306402420","display_name":"Lund University Publications Student Papers (Lund University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I187531555","host_organization_name":"Lund University","host_organization_lineage":["https://openalex.org/I187531555"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"H1"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","display_name":"Quality education","score":0.9235000014305115}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1032073465.pdf","grobid_xml":"https://content.openalex.org/works/W1032073465.grobid-xml"},"referenced_works_count":97,"referenced_works":["https://openalex.org/W43442728","https://openalex.org/W54235218","https://openalex.org/W285181848","https://openalex.org/W589030382","https://openalex.org/W1275977915","https://openalex.org/W1547450212","https://openalex.org/W1557494641","https://openalex.org/W1558469233","https://openalex.org/W1565368221","https://openalex.org/W1567369526","https://openalex.org/W1604366880","https://openalex.org/W1608238977","https://openalex.org/W1684809301","https://openalex.org/W1947320890","https://openalex.org/W1966609412","https://openalex.org/W1967344305","https://openalex.org/W1967961052","https://openalex.org/W1970868705","https://openalex.org/W1972169711","https://openalex.org/W1974950726","https://openalex.org/W1975782144","https://openalex.org/W1979522819","https://openalex.org/W1979603196","https://openalex.org/W1984340307","https://openalex.org/W1989516431","https://openalex.org/W1991461422","https://openalex.org/W2001610104","https://openalex.org/W2001693527","https://openalex.org/W2003732274","https://openalex.org/W2007220885","https://openalex.org/W2013359257","https://openalex.org/W2014672052","https://openalex.org/W2018306005","https://openalex.org/W2018872114","https://openalex.org/W2021447711","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2028184439","https://openalex.org/W2028809046","https://openalex.org/W2029637601","https://openalex.org/W2033450949","https://openalex.org/W2033977429","https://openalex.org/W2034148792","https://openalex.org/W2034935201","https://openalex.org/W2036796144","https://openalex.org/W2044326626","https://openalex.org/W2044744663","https://openalex.org/W2051603279","https://openalex.org/W2051688880","https://openalex.org/W2053093940","https://openalex.org/W2055679416","https://openalex.org/W2058186329","https://openalex.org/W2059179344","https://openalex.org/W2061289966","https://openalex.org/W2067147147","https://openalex.org/W2067309217","https://openalex.org/W2067870329","https://openalex.org/W2070054856","https://openalex.org/W2070382976","https://openalex.org/W2074984173","https://openalex.org/W2075837734","https://openalex.org/W2076763186","https://openalex.org/W2078368227","https://openalex.org/W2083590128","https://openalex.org/W2085821040","https://openalex.org/W2088212217","https://openalex.org/W2088812272","https://openalex.org/W2090210851","https://openalex.org/W2094013842","https://openalex.org/W2098434324","https://openalex.org/W2118549410","https://openalex.org/W2122899140","https://openalex.org/W2124503841","https://openalex.org/W2127207410","https://openalex.org/W2129692524","https://openalex.org/W2134809483","https://openalex.org/W2139290213","https://openalex.org/W2146612248","https://openalex.org/W2147196200","https://openalex.org/W2162040794","https://openalex.org/W2169097529","https://openalex.org/W2174253539","https://openalex.org/W2266639535","https://openalex.org/W2318086559","https://openalex.org/W2320149956","https://openalex.org/W2329395632","https://openalex.org/W2329998604","https://openalex.org/W2370737246","https://openalex.org/W2582377764","https://openalex.org/W2787282447","https://openalex.org/W2922069884","https://openalex.org/W2993968614","https://openalex.org/W3126090267","https://openalex.org/W3143388719","https://openalex.org/W3147181238","https://openalex.org/W4240860573","https://openalex.org/W4246744310"],"related_works":["https://openalex.org/W4287665721","https://openalex.org/W2118590431","https://openalex.org/W3004314130","https://openalex.org/W2964449222","https://openalex.org/W2955522361","https://openalex.org/W7155359256","https://openalex.org/W2561868775","https://openalex.org/W2798839493","https://openalex.org/W2000646837","https://openalex.org/W7097526309"],"abstract_inverted_index":{"Abstract":[0],"Introduction:":[1],"Understanding":[2],"customer":[3,34],"satisfaction":[4,13,35,77,152,286],"is":[5,14],"a":[6,138],"central":[7],"objective":[8],"of":[9,17,23,36,59,69,88,105,153,186,195,235,242,264,269,284],"organiza-":[10],"tions.":[11],"Besides,":[12],"an":[15,24],"indicator":[16],"how":[18,76,150,285],"customers":[19],"perceive":[20],"the":[21,31,33,55,60,67,86,95,102,141,151,169,183,187,193,196,198,216,233,240,248,281],"quality":[22,104,185,237],"offered":[25],"product":[26],"or":[27],"service.":[28],"Relating":[29],"to":[30,52,83,100,114,136,148,181,192,221,239,256,267],"literature,":[32,277],"interna-":[37,71,119],"tional":[38,72,120],"students":[39,73,91,122,156,161,206,255],"has":[40],"become":[41],"increasingly":[42],"important":[43],"for":[44,140],"higher":[45,270,289],"educational":[46,106,188,258,271],"institutions":[47,64,272],"in":[48,126,134,288],"recent":[49],"years":[50],"due":[51],"globalization":[53],"and":[54,57,74,92,173,175,201,219,226,245],"development":[56],"distribution":[58],"internet.":[61],"Purpose:":[62],"Educational":[63],"must":[65],"recognize":[66],"importance":[68],"satisfied":[70,223],"understand":[75],"arises.":[78,157],"Thus,":[79],"this":[80],"thesis":[81],"seeks":[82],"ex-":[84,279],"plore":[85],"needs":[87],"international":[89,154],"master":[90,121,155,160,254],"knowledge":[93],"about":[94],"indicators":[96,190,249],"that":[97],"are":[98,203,263],"used":[99,113,250],"judge":[101,182,257],"service":[103,184,236,259],"units.":[107],"Methodology:":[108],"A":[109,128],"mixed-method":[110],"approach":[111],"was":[112,132],"obtain":[115,137],"primary":[116],"data":[117],"from":[118],"at":[123],"Lund":[124],"University":[125],"Sweden.":[127],"pre-quantitative":[129],"self-completion":[130],"questionnaire":[131],"distributed":[133],"order":[135,180],"sample":[139],"qualitative":[142],"interview.":[143],"Qualitative":[144],"interviews":[145],"were":[146],"conducted":[147],"explore":[149],"Findings:":[158],"International":[159],"base":[162],"their":[163,209],"expectations":[164],"on":[165],"personal":[166],"recom-":[167],"mendations,":[168],"university\u2019s":[170],"marketing":[171],"communication":[172],"image,":[174],"previous":[176],"experi-":[177],"ences.":[178],"In":[179],"unit,":[189],"related":[191,238],"composition":[194],"class,":[197],"teaching":[199],"style":[200],"content":[202],"explored.":[204],"Dissatisfied":[205],"cope":[207],"with":[208],"dissatisfaction":[210],"by":[211,231,246,251,278],"integrating":[212],"factors":[213],"such":[214],"as":[215,273,275],"environment,":[217],"culture,":[218],"lifestyle":[220],"remain":[222],"overall.":[224],"Originality":[225],"Value:":[227],"This":[228],"study":[229],"contributes":[230],"investigating":[232],"perception":[234],"level":[241],"culture":[243],"shock":[244],"exploring":[247],"in-":[252],"ternational":[253],"quality.":[260],"The":[261],"findings":[262],"val-":[265],"ue":[266],"managers":[268],"well":[274],"academic":[276],"amining":[280],"literature":[282],"gap":[283],"arises":[287],"education.":[290]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}