{"id":"https://openalex.org/W21778145","doi":null,"title":"Measuring Service Performance, Student Satisfaction and its Impact on Student Retention in Private, Post-Secondary Institutions","display_name":"Measuring Service Performance, Student Satisfaction and its Impact on Student Retention in Private, Post-Secondary Institutions","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W21778145","mag":"21778145"},"language":"en","primary_location":{"id":"pmh:oai:ro.ecu.edu.au:ceducom-1001","doi":null,"is_oa":true,"landing_page_url":"https://ro.ecu.edu.au/ceducom/2","pdf_url":"https://ro.ecu.edu.au/cgi/viewcontent.cgi?article=1001&context=ceducom","source":{"id":"https://openalex.org/S2765015692","display_name":"Australasian Journal of Paramedicine","issn_l":"2202-7270","issn":["2202-7270"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/I4405272673","host_organization_name":"Australasian College of Paramedicine","host_organization_lineage":["https://openalex.org/I4405272673"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"EDU-COM International Conference","raw_type":"conference"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://ro.ecu.edu.au/cgi/viewcontent.cgi?article=1001&context=ceducom","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5109254275","display_name":"Leo Z Archambault","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I119913878","display_name":"Mount Ida College","ror":"https://ror.org/04yz5fm13","country_code":"US","type":"education","lineage":["https://openalex.org/I119913878"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Leo Z Archambault","raw_affiliation_strings":["Mount Ida College"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Mount Ida College","institution_ids":["https://openalex.org/I119913878"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5109254275"],"corresponding_institution_ids":["https://openalex.org/I119913878"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":16,"citation_normalized_percentile":{"value":0.00485774,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"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":0.9477999806404114,"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":0.9477999806404114,"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/T13929","display_name":"Educational Outcomes and Influences","score":0.024900000542402267,"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"}},{"id":"https://openalex.org/T10267","display_name":"Higher Education Research Studies","score":0.02319999970495701,"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/service-quality","display_name":"service quality","score":0.7940000295639038},{"id":"https://openalex.org/keywords/service-performance","display_name":"service performance","score":0.9430000185966492},{"id":"https://openalex.org/keywords/student-satisfaction","display_name":"student satisfaction","score":0.8949999809265137},{"id":"https://openalex.org/keywords/student-retention","display_name":"student retention","score":1.0},{"id":"https://openalex.org/keywords/service-expectations","display_name":"service expectations","score":0.7929999828338623},{"id":"https://openalex.org/keywords/higher-education","display_name":"higher education","score":0.8019999861717224},{"id":"https://openalex.org/keywords/student-retention-prediction","display_name":"student retention prediction","score":0.42500001192092896}],"concepts":[{"id":"https://openalex.org/C77782346","wikidata":"https://www.wikidata.org/wiki/Q5517280","display_name":"Gainful employment","level":5,"score":0.660944938659668},{"id":"https://openalex.org/C120912362","wikidata":"https://www.wikidata.org/wiki/Q136822","display_name":"Higher education","level":2,"score":0.61363685131073},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5582232475280762},{"id":"https://openalex.org/C509550671","wikidata":"https://www.wikidata.org/wiki/Q126945","display_name":"Medical education","level":1,"score":0.4922984838485718},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.44300711154937744},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.442538857460022},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.43849989771842957},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4365842938423157},{"id":"https://openalex.org/C194519906","wikidata":"https://www.wikidata.org/wiki/Q7627827","display_name":"Student engagement","level":2,"score":0.41679713129997253},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4084099531173706},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.37074342370033264},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.36141252517700195},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.3611273169517517},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.2935888171195984},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19861537218093872},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.1714695394039154},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.16746652126312256},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.12784641981124878},{"id":"https://openalex.org/C174954385","wikidata":"https://www.wikidata.org/wiki/Q6206740","display_name":"Job performance","level":3,"score":0.11306744813919067},{"id":"https://openalex.org/C139140526","wikidata":"https://www.wikidata.org/wiki/Q8034614","display_name":"Job design","level":4,"score":0.08561038970947266},{"id":"https://openalex.org/C50522688","wikidata":"https://www.wikidata.org/wiki/Q189833","display_name":"Economic growth","level":1,"score":0.08399930596351624},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:ro.ecu.edu.au:ceducom-1001","doi":null,"is_oa":true,"landing_page_url":"https://ro.ecu.edu.au/ceducom/2","pdf_url":"https://ro.ecu.edu.au/cgi/viewcontent.cgi?article=1001&context=ceducom","source":{"id":"https://openalex.org/S2765015692","display_name":"Australasian Journal of Paramedicine","issn_l":"2202-7270","issn":["2202-7270"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/I4405272673","host_organization_name":"Australasian College of Paramedicine","host_organization_lineage":["https://openalex.org/I4405272673"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"EDU-COM International Conference","raw_type":"conference"},{"id":"mag:21778145","doi":null,"is_oa":false,"landing_page_url":"https://ro.ecu.edu.au/ceducom/2/","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:ro.ecu.edu.au:ceducom-1001","doi":null,"is_oa":true,"landing_page_url":"https://ro.ecu.edu.au/ceducom/2","pdf_url":"https://ro.ecu.edu.au/cgi/viewcontent.cgi?article=1001&context=ceducom","source":{"id":"https://openalex.org/S2765015692","display_name":"Australasian Journal of Paramedicine","issn_l":"2202-7270","issn":["2202-7270"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","poland-20"],"host_organization":"https://openalex.org/I4405272673","host_organization_name":"Australasian College of Paramedicine","host_organization_lineage":["https://openalex.org/I4405272673"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"EDU-COM International Conference","raw_type":"conference"},"sustainable_development_goals":[{"score":0.9235000014305115,"id":"https://metadata.un.org/sdg/4","display_name":"Quality education"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W21778145.pdf","grobid_xml":"https://content.openalex.org/works/W21778145.grobid-xml"},"referenced_works_count":33,"referenced_works":["https://openalex.org/W12438240","https://openalex.org/W149736300","https://openalex.org/W173271469","https://openalex.org/W173665211","https://openalex.org/W1579081673","https://openalex.org/W1605991455","https://openalex.org/W1689771227","https://openalex.org/W1919664959","https://openalex.org/W1964749861","https://openalex.org/W1990331572","https://openalex.org/W2014085398","https://openalex.org/W2017797915","https://openalex.org/W2026368098","https://openalex.org/W2027362948","https://openalex.org/W2028809046","https://openalex.org/W2032464227","https://openalex.org/W2036652334","https://openalex.org/W2036796144","https://openalex.org/W2040214225","https://openalex.org/W2051588238","https://openalex.org/W2051640362","https://openalex.org/W2052004043","https://openalex.org/W2053093940","https://openalex.org/W2065237392","https://openalex.org/W2082184042","https://openalex.org/W2090903547","https://openalex.org/W2091152716","https://openalex.org/W2151141708","https://openalex.org/W2166512268","https://openalex.org/W2171470744","https://openalex.org/W2181737634","https://openalex.org/W2316110746","https://openalex.org/W2565672389"],"related_works":["https://openalex.org/W2806970280","https://openalex.org/W3039168735","https://openalex.org/W2134075177","https://openalex.org/W123202630","https://openalex.org/W6983346816","https://openalex.org/W2947122679","https://openalex.org/W7217117118","https://openalex.org/W4393381710","https://openalex.org/W4401466432","https://openalex.org/W7220128877"],"abstract_inverted_index":{"With":[0],"an":[1,37],"ever":[2],"growing":[3],"assortment":[4],"of":[5,85,115,126],"educational":[6,18,38],"options,":[7],"students":[8,70],"seek":[9],"institutions":[10,66,201],"that":[11,20,40,185,196],"will":[12,22,41,197],"provide":[13],"for":[14,24,44,64,79],"them":[15],"a":[16,25,34,45,77,99,110,168],"unique":[17],"experience":[19],"they":[21,71],"remember":[23],"life":[26],"time.":[27],"In":[28],"addition,":[29],"the":[30,69,83,124,143,163],"present":[31],"student":[32,86,89,94,133,150,154,174,177,194,206],"is":[33,61,118],"customer":[35],"seeking":[36],"program":[39],"prepare":[42],"him/her":[43],"successful":[46],"career":[47],"and":[48,88,108,132,152,176,193,204,208],"gainful":[49],"employment.":[50],"Since":[51],"institutional":[52],"budgets":[53],"are":[54,187],"developed":[55],"based":[56],"upon":[57],"projected":[58],"enrolments,":[59],"it":[60],"becoming":[62],"crucial":[63],"private":[65,111],"to":[67,98,105,119,123,141,158,202],"retain":[68],"recruit.":[72],"This":[73,138],"situation":[74],"has":[75],"created":[76],"need":[78],"continued":[80],"research":[81,164],"in":[82,93,101,135,179],"area":[84],"satisfaction":[87,175,195,207],"retention.":[90,209],"A":[91],"reduction":[92,100],"numbers,":[95],"therefore,":[96],"leads":[97],"budgeted":[102],"funds":[103],"available":[104],"operate,":[106],"maintain,":[107],"grow":[109],"institution.":[112],"The":[113,182],"purpose":[114],"this":[116],"study":[117,139],"add":[120],"additional":[121],"contributions":[122],"body":[125],"work":[127],"on":[128,162],"service":[129,146,148,172,191],"quality,":[130,173],"satisfaction,":[131,151],"retention":[134,155,178],"higher":[136,180],"education.":[137],"attempts":[140],"show":[142,184],"relationship":[144,170],"between":[145,171,190],"expectations,":[147],"performance,":[149],"salient":[153],"constructs":[156],"hoping":[157],"shed":[159],"new":[160],"light":[161],"question:":[165],"Is":[166],"there":[167,186],"significant":[169,188],"education?":[181],"results":[183],"relationships":[189],"performance":[192],"aid":[198],"private,":[199],"post-secondary":[200],"predict":[203],"measure":[205]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":2},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2}],"updated_date":"2026-10-07T09:51:55.459714","created_date":"2016-06-24T00:00:00"}