The evaluation of airline service quality by fuzzy MCDM

Recently, a debate has begun over whether in-class laptops aid or hinder learning. While some research demonstrates that laptops can be an important learning tool, anecdotal evidence suggests more and more faculty are banning laptops from their classrooms because of perceptions that they distract students and detract from learning. The current research examines the nature of in-class laptop use in a large lecture course and how that use is related to student learning. Students completed weekly surveys of attendance, laptop use, and aspects of the classroom environment. Results showed that students who used laptops in class spent considerable time multitasking and that the laptop use posed a significant distraction to both users and fellow students. Most importantly, the level of laptop use was negatively related to several measures of student learning, including self-reported understanding of course material and overall course performance. The practical implications of these findings are discussed.

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In-class laptop use and its effects on student learning

Although there is a consensus that industries are globalizing, the notion that consumer attitudes and behaviors worldwide are likewise homogenizing remains disputed. Despite widespread discourse on this topic, there is a dearth of empirical investigations. This international research examines similarities and differences with respect to the nature of three consumer attitudinal dispositions: cosmopolitanism, consumer ethnocentrism, and materialism. The authors cross-culturally compare demographic antecedents with these dispositions, as well as behavioral outcomes. They test the validation of the construct measures and associated hypotheses using survey data drawn from consumers in eight countries and structural equation modeling techniques, including multigroup analysis. Empirical findings broadly support the cross-cultural applicability of the constructs, though the links to the various demographic antecedents vary considerably from sample to sample. The role of each construct on behavior also va...

Cosmopolitanism, Consumer Ethnocentrism, and Materialism: An Eight-Country Study of Antecedents and Outcomes

Purpose – This paper aims to investigate how students perceive the services they are offered at a German university and how satisfied they are with them.Design/methodology/approach – An evaluation study using a new tool to measure 15 dimensions of student satisfaction at an institutional level that covers most aspects of student life was used. It was decided to develop a new measurement tool as many existing surveys are poorly designed, lack standardization and give no evidence concerning reliability or validity. Questionnaires were handed out in eight lectures for the pilot study and 18 lectures for the main study. The response rate was 99 percent. A total of 374 students (pilot study) and 544 students (main study) filled in the newly developed questionnaires using Likert scales.Findings – The study gave a valuable insight into how students perceive the quality of the services offered at a university and how satisfied they are with these offerings. The results show that students' satisfaction with their ...

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Examining student satisfaction with higher education services: using a new measurement tool

A survey analysis of service quality for domestic airlines

A student's overall satisfaction with his/her educational experience has traditionally been measured by a simple 'yes or no' question, or with one question assessing the degree of overall satisfaction. Even though this type of question is simple to answer and analyze, students may not thoroughly reflect upon their previous responses within a questionnaire regarding satisfaction with individual educational attributes when asked to assess their overall satisfaction with a university on the basis of a single question. The purpose of this article is to present an alternative approach to measuring student overall satisfaction using a multiple-item weighted gap score analysis approach. The results suggest that this approach may have more diagnostic value to both academics and practitioners.

Student Satisfaction: An alternative approach to assessing this important concept

In order to attract and retain students, universities must identify and meet student expectations. This article examines which aspects of a student's educational experience are more important in influencing student satisfaction. The findings show that “student centered-ness,” “campus climate,” and “instructional effectiveness,” have a strong impact on how satisfied a student is with his/her overall educational experience. The results also suggest that recruitment strategies may require emphasizing different aspects of a student's educational experience than retentio strategies.

Key Factors Influencing Student Satisfaction Related to Recruitment and Retention

Student life is seemingly a web of interrelated activities and experiences This article examines which aspects of a student's educational experience are more important in influencing student satisfaction The findings suggest that “student centeredness” and “instructional effectiveness” are key determinants of how satisfied a student is with his/her overall educational experience Implications are included that should help universities enhance student satisfaction and student retention

Key Determinants of Student Satisfaction.

Predictors of relationship quality for luxury restaurants

This article identifies a phenomenon that may be in- fluencing passengers' evaluation of airline carriers. The results of this study suggest that consumers may systematically distort their evaluation of airlines. Perceptions about service quality attributes are seemingly influenced more by factors internal to the individual than by the actual attributes available for observation. Implications are also identXed that may aid airline executives to address the com- plex, yet critical issue of "systematic distortion."

Kevin M. Elliott

Papers

Student Satisfaction: An alternative approach to assessing this important concept

Key Factors Influencing Student Satisfaction Related to Recruitment and Retention

Key Determinants of Student Satisfaction.

Predictors of relationship quality for luxury restaurants

Service Quality in the Airline Industry