The student urban leisure sector: Towards commercial studentification?

The case study of the student urban leisure sector in Lodz, Poland, presented in this paper encourages the reader to look at cities through the lens of the expansion of consumerism and higher education. While the mainstream of the literature dealing with students as an urban population covers accommodation issues, this paper focuses on the development of the leisure economy. To these ends, it looks at students as customers and workers of the leisure venues. The paper shows that in these venues, students are not just sizeable groups of customers but also employees. Therefore, the central areas of Lodz do not function solely as student playscapes but also as students’ places of work. Moreover, in contrast to the insights from prior studentification research, in which students were frequently reported as unwanted neighbours, in the eyes of leisure providers in Lodz, students are often kind customers and hard-working employees. Therefore, this paper argues for the nuanced treatment of students in research on cities by including a broader spectrum of roles students have as actors of urban change. The paper ends with a methodological standpoint that research into students in cities may benefit from applying the perspective of commercial studentification.

Student as customer concept: an approach to determine Pakistani students' preferences as customers while studying at private universities

PurposeThe promising factor for success in a prevailing knowledge-based economy is the excellence in customer service. Private universities are now becoming customer- and service-oriented organizations due to the competition. Therefore, many educational institutions treat their students as customers and restructure their educational practice based on the concept of market consumption. Therefore, many educational institutions treat their students as customers and restructure their educational practice. The purpose of this study is to determine the students' preferences as customers while studying at private universities and factors that affect their intentions to study at private universities when they adopt the student-as-customer concept.Design/methodology/approachThe research model is analyzed with structural equation modeling. The analysis is done with the application of the measurement model and the structural model. The measurement model is first evaluated by examining scale reliability, convergent validity and discriminant validity, whereas the assessment of the structural model is conducted for determining the predictive power and analyzing the hypothesized relationships between the proposed constructs through path analysis.FindingsIn the paper, seven path shows a significant and positive relationship. However, four relationships are positive but insignificant.Originality/valueThis study contributes to the literature theoretically as well as methodologically. Moreover, it is among the first research that is being conducted in Karachi. Secondly, this study developed a hybrid model by integrating one theory and a conceptual model to determine the factors affecting students' attitudes toward acceptance of the student-as-customer concept and their intentions. Therefore, this paper is useful in filling the gap in the higher education literature and also provides direction for universities to consider and prepare for the consequences of the concept's adoption associated with the number of students who intend to study at their universities.

You Are Not My Customer

I argue that it is degrading (and therefore insulting) for university administrators to refer to students as “customers” or “consumers” and to refer to instructors as “vendors” or “service-providers.” There is nothing inherently wrong with economic analysis, much less with economics as an academic discipline; nor is there anything objectionable per se about commerce or the commercialization of (mere) things; but economic terminology must not be allowed to encroach on institutions, practices, or relationships (such as the teacher-student relationship) that have special meaning and value.

A Gap Model Analysis of Laboratory Service Quality at Engineering Faculty of Private University

The gap between students and laboratory managers at the faculty of engineering is a problem discussed in this study. This study aims to discover the gap between laboratory managers at the engineering faculty and customer perspectives (students) in the importance of service and performance satisfaction. Service Quality (SERVQUAL) method is used in this study to determine the value of perceptions and expectations of students as customers. The results of the research show that the average values of the dimensions of service quality (tangible, empathy, responsiveness, reliability, assurance) as a whole are 4.679 for the average of expected value and 3.913 for the average of perceived value. It means there are still gaps since the average of expected value is greater than the actual value. Thus, it can be concluded that the perceived value of the overall quality dimension is lower than the expected value, meaning the students are not satisfied because their expectations have not fulfilled yet and there are gaps between students and laboratory managers in the engineering faculty. Laboratory managers are advised to improve service that has a large gap, namely tangible, by providing comfortable, clean, and spacious laboratory rooms in accordance with laboratory standards; complete and adequate supporting facilities for practicum; and the quality and quantity of practicum tools in accordance with the needs of the practicum process.

FACTORS OF SERVICE QUALITY AFFECTING STUDENTS, AS CUSTOMERS, SATISFACTION OF RIDESHARING SERVICES IN VILNIUS, LITHUANIA

Nowadays ridesharing has become crucial and extremely popular service. As modern consumers, students have become wiser and more rational, they tend to choose not only high quality transport but also they prefer desirable quality of transportation services. The main aim of this research is to identify the factors of service quality which have impact on customer satisfaction of ridesharing services in Vilnius, Lithuania. This study is an quantitative analysis. 124 students of Vilnius College of Technologies and Design Transport Logistics completed a questionnaire via apklausa.lt about factors which affect their evaluation of ridesharing services. Study participants filled out a questionnaire online and evaluate the importance of the values such as flexibility or speed on a 5-point Likert scale. According to the findings obtained, the opportunity to pay for transport by card, provided safety, reasonable price and comfort are significant factors in order to ensure customer satisfaction of ridesharing service.

Education Service Quality and Management Practices at Universities of Pakistan: Perspectives of Service Delivery Staff

Since the last few decades, the trend of service and marketing in higher education is self-evident. Universities are viewed as markets and students as customers. This research aims to explore education service quality (ESQ) at universities of Pakistan. Punjab is the most populous province of Pakistan having 60 universities. The study is delimited to 29 general public universities of Punjab. Six universities were randomly selected i.e. – University of the Punjab, Government College University Lahore, Islamia University Bahawalpur, University of Sargodha, University of Gujrat, and Government College University Faisalabad. The research relied on the perception of 33 service delivery staff of these universities. A semi-structured interview schedule mainly based on the HEdPERF model (Abdullah 2006) was used, which included six indicators – admissions, academic aspect, non-academic aspects, reputation, access, and program issues. Interviews were transcribed for thematic analysis. It was found that overall ESQ for all six indicators was perceived to be poor and non-academic services were reported to be in a very discouraging state; however, admissions services were found comparatively better. The study recommends that ESQ should be improved by continuously assessing students’ needs and observing trends and demands operative in the contemporary higher education scenario.