International Journal of Nonlinear Analysis and Applications

Designing a multi-dimensional model of customer experience management in private educational institutions through overlapping coding (Foundation Data Strategy)

Articles in Press

Document Type : Research Paper

Authors

Department of Business Management, Mobarakeh Branch, Islamic Azad University, Isfahan, Iran

Abstract

Although there is a general agreement about the value of customer experience management in businesses, but so far there is no model that has analyzed all the functions of this valuable concept in an integrated and comprehensive manner in the private educational institutions of the country, and a clear theoretical explanation in this regard has not been found. has not taken According to this topic, the current research aims to present a comprehensive model of customer experience management in private educational institutions. This fundamental research has been carried out in the framework of a qualitative approach and an inductive path that uses the strategy of ground theory. For this purpose, 13 in-depth semi-structured interviews that followed a judgment path were taken from experts in various educational fields until the theoretical saturation stage. Then, the qualitative data obtained from the three stages of open, central and selective coding were analyzed in the MAX QDA 2020 software, based on which the research model was designed. The results of the research indicated the extraction of more than 129 codes unique to Fardwaliyah, which led to the creation of a model with 2 subcategories, 24 main categories and 8 core codes, which are presented in a new model that uses overlapping coding. The core codes obtained from this research include: mental modulating factors, dignity marketing, customer experience management, macro-environmental factors, two-way empowerment, satisfaction with educational services, multiple student perceptions and loyalty.

Keywords

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International Journal of Nonlinear Analysis and Applications

Articles in Press, Corrected Proof
Available Online from 23 March 2025
  • Receive Date: 30 January 2024
  • Accept Date: 19 March 2024