Conceptual Model of Student Satisfaction in Higher Education

Alves, Helena; Raposo, Mário

doi:10.1080/14783360601074315

Cited by 299 publications

(302 citation statements)

References 17 publications

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“…Empirical investigations such as those of Eskildsen et al (1999), Alves and Raposo (2007), or Brown and Mazzarol (2009) however, the data do not seem to support this hypothesis (educational quality is usually a relevant factor, but not as important as the prestige of the university). Nor do specific studies on the educational practices of the most prestigious universities confirm this supposition (Dale and Kreuger, 2002;Kuh and Pascarella, 2004).…”

Section: The Annual Report Of the Higher Education Researchmentioning

confidence: 52%

Students as customers: a paradigm shift in higher education

Royo

2017

Annual Review

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Increasingly, higher education students are being considered as customers or clients. But this new way of seeing students implies a substantial change in the traditional notion of the student. The idea of student-customers goes beyond the demand for proper attention to the student: it is part of an entirely new paradigm in higher education, which also includes other factors, such as the idea of higher education as a competitive market, public reputation as an institutional priority associated with a greater capacity for attracting and satisfying students, study programmes conceived by the students as an important personal and economic investment, curricula designed with a clear professional development orientation, quality systems centred on the value of customer satisfaction, and a new way of understanding educational relationships between students and faculty. This paradigm is the everyday way of thinking in some countries, while in others, such as Spain, it is slowly breaking through only now. This paper analyses this paradigm via an extensive bibliographical review of the research on the different factors that characterise it and its impact on the quality of the learning processes and the social function of universities.

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Section: The Annual Report Of the Higher Education Researchmentioning

confidence: 52%

Students as customers: a paradigm shift in higher education

Royo

2017

Annual Review

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“…Perceived value is expected to have an influence on students' satisfaction with the attended HEI, as they tend to expect that time and money invested in education pay returns. In previous studies, this relationship has confirmed value to have a direct and positive impact on satisfaction (Martensen et al, 2000;Alves and Raposo, 2007). As for satisfaction, the items suggested by Oliver (1996) were followed and students were asked to express, for instance, their satisfaction on the topic of the services provided by the HEI attended and overall experience.…”

Section: The Ecsi Model In Higher Educationmentioning

confidence: 88%

“…Martensen et al (2000) presented the first study using the ECSI methodology to measure students' satisfaction towards the HEI attended. Campostrini and Gerzeli (2007), Chitty and Soutar (2004), Alves and Raposo (2007), Chiandotto et al (2007) and Brown and Mazzarol (2009) have followed, but none has considered employability as a determinant of satisfaction. All have achieved to obtain results on the attempt of measuring students' satisfaction with the ECSI methodology, sustaining our modelling approach.…”

Section: The Ecsi Model In Higher Educationmentioning

confidence: 99%

Uncovering unobserved heterogeneity in the ECSI model: an application in higher education in tourism

Eurico¹,

Valle²,

Marques³

et al. 2015

Proceedings of the 2nd International Symposium on Partial Least Squares Path Modeling: The Conference for PLS Users

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This research explores the European Consumer Satisfaction Index model applied to higher education in tourism by accounting for unobserved heterogeneity. In particular, it intends to identify segments of High Education Institutions (HEI)' consumers based on the structural model estimates of the European Consumer Satisfaction Index (ECSI), enlarged with the employability construct. A model-based segmentation approach using FIMIX in PLS path modelling is used. The ECSI was properly adjusted to the educational framework and has shown its effectiveness when assessing students' satisfaction regarding the attended HEI. Two distinctive graduates' segments were identified using a sample of 166 HEIs' consumers. Results confirm the assumption of heterogeneity as the relationships differ across segments and the need for HEIs to differently target those segments in such a competitive context.

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“…Se han realizado numerosos trabajos, donde se analizan diferentes cuestiones relacionadas con el EEES y la enseñanza universitaria 1 , pero hay menos sobre las dimensiones que configuran la satisfacción con los Grados de los distintos usuarios (Alves y Raposo, 2007). Algunos trabajos han analizado la satisfacción de los estudiantes de grado (Alves y Raposo, 2007), mientras otros han analiza la satisfacción de los egresados con los estudios de Máster (González y Sanchís, 2014). También existen trabajos sobre la satisfacción del profesorado antes del proceso de convergencia europea (Ferrer i Julià, 2004;Cardona et al, 2009), sin embargo, un estudio actualizado una vez implementado el EEES parece más que necesario.…”

Section: Introductionunclassified

Satisfacción del profesorado con el Grado en Administración de Empresas - [Teacher satisfaction with the Degree in Business Administration]

Ramírez¹,

Cabestre²

2017

La Innovación Docente Como Misión Del Profesorado : Congreso Internacional Sobre Aprendizaje, Innovación Y Competitividad

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Resumen-El objetivo del presente trabajo es evaluar la satisfacción de los profesores del Grado en Administración y Dirección de Empresas de la Universidad de La Rioja durante el curso académico 2015-16. Los resultados indican que el nivel de satisfacción es adecuado, salvo en lo que se refiere a la dedicación del estudiante a sus estudios. Otros aspectos que tienen que ver con el alumno que requieren cierta mejora son los conocimientos previos que traen los estudiantes y su asistencia a clase. También parece necesario mejorar la asignación de horarios entre los profesores y el plan de formación del profesorado. Finalmente, destaca la alta valoración de las prácticas realizadas por los estudiantes en las empresas. Palabras clave: satisfacción, educación superior, Grado en Administración y Dirección de EmpresasAbstract-The objective of this paper is to evaluate the satisfaction of the professors of the Degree in Business Administration and Management of the University of La Rioja during the academic year 2015-16. The results indicate that the level of satisfaction is adequate except in what concerns with the dedication of the students to the Degree. Other aspects that have to do with the student that require some improvement are the previous knowledge of the students and their attendance to classes. The allocation of timetables of teachers and the teacher-training plan also require improvement. Finally, highlight the high valuation of the internships carried out by students in companies.

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Conceptual Model of Student Satisfaction in Higher Education

Cited by 299 publications

References 17 publications

Students as customers: a paradigm shift in higher education

Students as customers: a paradigm shift in higher education

Uncovering unobserved heterogeneity in the ECSI model: an application in higher education in tourism

Satisfacción del profesorado con el Grado en Administración de Empresas - [Teacher satisfaction with the Degree in Business Administration]

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