The links of participant's customer value and customer experience in cooperative university and traditional university : Comparison case study between XJTLU Unversity and Soochow University

Abstract: Education is always seeing as the flash of enlightenment, reputing as the sign of bright future on career and life. Along with the globalization and economic development, higher education is facing fierce international competition, so the international cooperation programs come into fashion. China has the biggest population in the world. The education resources are relatively limited, so they are changing to respond the growing numbers of new applicants and the trend of globalization. My research bases on the background, to assess the links of customer value and customer experience between different university system performances.The research will cover the employee and customer relation via service delivery and receiving, educational quality and sustain the positive effect to the students’ future life. The conceptual framework comprises the field of business model, value proposition, customer experience, service quality, which are related to the research questions and the linkage of assessment. It is focused on customer value and customer experience by researching on two selected universities.The purpose of this thesis is to study whether the sino-foreign cooperative university model creates different customer value and customer experience through the comparison with traditional university model. The research data and information are collected by interviewing employees and students with research questions. Based on the acquired literatures, it comprehensively evaluates and compares the collected data and information. Then the thesis discusses the research questions by assessing the linkage of customer value and customer experience between new model university performance and traditional university performance.The paper concludes with how to deal with the found problems, challenges and give future suggestions for future research in this field.