Business Models for Strategic Innovation

8Innovative tertiary strategies on improving satisfaction level of students

Demetris Vrontis, Sam El Nemar and Amani Mallat

Introduction

A university is defined as a place where a group of people with different principles, thoughts and academic background is assembled together under a common institutional logo or name (Michael, 1997). Students are seen as critical customers and key stakeholders since they are the main customers of any university (Hill, 1995). The university or higher education institution is a service industry with the main goal to help students fulfill their expectations and needs (Vrontis et al., 2007; Elliott & Shin, 2002). Therefore, an organization should work on its relationship (Franco and Haase, 2017; Festa et al., ...