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Volume :16 Issue : 2 1988      Add To Cart                                                                    Download

Satisfaction of Service Customers During the Decision Making Process

Auther : Ahmad Ali Gaber

The main purpose of this paper is to determine whether service customers are satisfied during the process of purchase decision making. An example of this process is the choice of courses made by students during their orientation period at Kuwait University. Data were collected from two samples of students: the first sample were students making decisions during the orientation period, and the second sample were students who had already made their choices. The weighted means and chi square techniques were used to measure the degree of satisfaction during the orientation period.

The paper is divided into four sections. The first measures the suitability of the services mix, whilst the second describes the type and amount of information available to the students and whether it is adequate to enable them to choose courses. The third part clarifies the problems which the students face during this period, and includes the correlation between the satisfaction from services mix and the information available. The results indicate that there are many problems faced by the students, which create dissatisfaction during the orientation period.

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