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Paper presentation - Coggle Diagram
Paper presentation
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Motivation
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Objectives
Considering that research about the management of complaints by HEIs via social media is scarce. In this paper we Explore the relevance of social media by analyzing the use of such channels for handling of complaints as part of the service phase
Observations
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Using social media and providing a satisfying service experience may decrease the number of complaints
Research quetions
(RQ1) Are students using external and public platforms to complain about education-related services along their student life cycle?
(RQ2) How can we derive information about major service quality issues affecting student satisfaction?
(RQ3) What types of insights on customer satisfaction can HEIs managers expect from an analysis of external complaints?
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