Higher Education Institution Students’ Satisfaction as Predictor of Student Referral Inclination: The Case of HEI C

This study aimed to determine the higher education customer satisfaction as predictor of student referral inclination as perceived by students of HEI C. The study used descriptive research design with focus group discussion. The researchers determined the profile of the participants’ and satisfaction in terms of school administration, academic activities, physical facilities, campus environment, interpersonal relationship, and students’ referral inclination. An interview guide questionnaire was developed, using national and international benchmark instruments as models. The instruments incorporated questions that addressed the satisfaction ratings and predictors of student referral inclination. The findings of the study show that most of the respondents were male and 3rd year and 4th-year students of the different college department. The results indicate that satisfied students can generate referral inclination towards the students of other school and not think of transferring to other institution. This study explains the importance of higher education customer satisfaction as predictor of student referral inclination.

 

Keywords: Higher education institution, Student satisfaction, Referral inclination, Customer Satisfaction, Customer loyalty.

Higher Education Institution Students’ Satisfactionas Predictor of Student Referral Inclination:The Case of HEI C