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Customer Satisfaction Monitoring System in Higher Education
Shauchenka H, Bleimann U, Knoll M, Clarke NL
Proceedings of the Fifth Collaborative Research Symposium on Security, E-learning, Internet and Networking (SEIN 2009), Darmstadt, Germany, ISBN: 978-1-84102-236-9, pp45-55, 2009
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The Bologna Process has stimulated the considerable reorientation process in educational sector. The current reorganisation of higher education is dictated to a great extent by the marketing management principles. This paper presents the concept of CSMS (Customer Satisfaction Monitoring System) in Higher Education that brings the Educational Institution into the line with current educational policy. The CSMS concept is a part of an integrative theoretical approach to the quantitative analysis of educational services for innovative marketing. The problem of continual analysis of customers’ perception of educational services is addressed. The paper presents some components of CSMS (concept, structure, methodology), proves its necessity.

Shauchenka H, Bleimann U, Knoll M, Clarke NL