STUDENT SATISFACTION WITH FEES BASED ON THE KANO MODEL (CASE STUDY- PAN-EUROPEAN UNIVERSITY APEIRON)
Journal Title: EMC Review: Časopis za ekonomiju i tržišne komunikacije - Year 2014, Vol 8, Issue 2
Abstract
A customer has certain expectations from products and services (such as their quality and price) prior to making a purchase whether consciously or not, and a certain degree of satisfaction after the purchase. Meeting or surpassing customer satisfaction with products and services is one of the most significant factors that amount to its product positioning as well as marketing strategy of marketing managers. When customer satisfaction with products and services exceeds specified goals a customer becomes loyal and spreads positive information about a product/ service, which is very useful in managing business. Similarly, this research deals with student satisfaction with their fees at The Pan-European University. A basic variable of this research is the university the students attend and it is based on the Kano model as a basic theory. Third-year students are used for this case study and the results could be used in defining marketing strategies.
Authors and Affiliations
Dragan Kolev, Sanel Jakupović
Keywords
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