Customer Experience Management: A Study of Mechanic versus Humanic Clues and Student Loyalty in Nigerian Higher Education Institution

Round 1

Reviewer 1 Report

Customer experience research in higher education is indeed an interesting and important topic. And while the literature studies were carried out correctly, I have some doubts about the research part.

1. Objectives of the articles should be more focused on researching what influences the loyalty of university students, not researching what does not.
2. The research sample is too small and comes from one institution, so it is difficult to generalize the research results to the entire population or even a country.
3. Research designed and carried out in this way may constitute a form of piloting, diagnosis, and it would be worthwhile to expand the research to examine a greater number of factors influencing the loyalty of university students.
4. The research should be carried out on a larger research sample, its representatives should come from various universities, so that conclusions can be drawn from the research.
5. I also miss a comparison of the obtained research results with the research on factors influencing student loyalty carried out by other researchers.

Author Response

Dear Editor,

Kindly find attached the point-by-point response to the reviewer's comments. Thanks

 

Best regards 

Dr. Taiye Borishade

Author Response File: Author Response.docx

Reviewer 2 Report

In my opinion, the paper could be accepted.

Author Response

Dear Reviewer,

Thank you for the review. Thanks

Best regards

Dr. Taiye Borishade

Reviewer 3 Report

1. This study focused on the customer’s perceptions about the higher education for college students. I suggest the author could provide the reasons about this researching path to study this topic, and analyze the appropriate considerations between the commercial and educational level.
2. In the section of literary analysis, I suggest the author could revise the current content, and provide more precisely representations to reveal the theoretical foundations about the studying factors.
3. In the sections of methodology and results, I suggest the author could provide more explanations about the validity and reliability of the questionnaire, and employ the robust statistical analysis to deal with the sample data, such as the t test, ANOVA, or SEM.
4. Due to the lack of statistical information, I could not find the importance of this study and seldom focus on the theoretical or practical reflections of the conclusion. I suggest the author could focus on the statistical results and provide more appropriate discussions and related suggestions.

Author Response

Dear Editor,

Kindly find attached the point-by-point response to the reviewer's comments. Thank you.

Best regards

Dr. Taiye Borishade

Author Response File: Author Response.docx

Round 2

Reviewer 1 Report

I accept in a present form, but i will give You a hint for future research: in that shape the article can be treated as a case study, extended with the presented research results and conclude only about this one institution.

 

Author Response

Dear reviewer,

Thank you for taking out time to review this article again. Kindly note that your advice and hint are noted for future research. Thank you

Best regards

Dr. Borishade Taiye

Reviewer 3 Report

The authors have revised their manuscript to mostly meet my suggestions. I recommend this manuscript accepted to be published.

Author Response

Dear Reviewer,

Thank you for taking out time to review our article again. Thanks

Best regards

Dr. Taiye Borishade