Access the full text.
Sign up today, get DeepDyve free for 14 days.
M. Bitner, A. Hubbert (1994)
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
E. Naumann, K. Giel (1995)
Customer satisfaction measurement and management : using the voice of the customer
M. Owlia, E. Aspinwall (1996)
A framework for the dimensions of quality in higher educationQuality Assurance in Education, 4
J. Douglas, A. Douglas, B. Barnes (2006)
Measuring student satisfaction at a UK universityQuality Assurance in Education, 14
C. Fornell (1992)
A National Customer Satisfaction Barometer: The Swedish Experience:Journal of Marketing, 56
E. Rytkönen, S. Nenonen (2014)
The Business Model Canvas in university campus managementIntelligent Buildings International, 6
S. Aldridge, J. Rowley (1998)
Measuring customer satisfaction in higher educationQuality Assurance in Education, 6
E. Anderson, C. Fornell, D. Lehmann (1994)
Customer Satisfaction, Market Share, and Profitability: Findings from SwedenJournal of Marketing, 58
R. Nasser, B. Khoury, K. Abouchedid (2008)
University students' knowledge of services and programs in relation to satisfaction: A case study of a private university in LebanonQuality Assurance in Education, 16
M. Bitner (1992)
Servicescapes: The Impact of Physical Surroundings on Customers and Employees:Journal of Marketing, 56
A. Athanassopoulos (2000)
Customer Satisfaction Cues To Support Market Segmentation and Explain Switching BehaviorJournal of Business Research, 47
Frances Hill (1995)
Managing service quality in higher education: the role of the student as primary consumerQuality Assurance in Education, 3
R. Telford, R. Masson (2005)
The congruence of quality values in higher educationQuality Assurance in Education, 13
I. Price, Fides Matzdorf, Louise Smith, Helen Agahi (2003)
The impact of facilities on student choice of universityFacilities, 21
M. Berner (1993)
Building Conditions, Parental Involvement, and Student Achievement in the District of Columbia Public School SystemUrban Education, 28
P. McLaughlin, J. Faulkner (2012)
Flexible spaces … what students expect from university facilitiesJournal of Facilities Management, 10
A. Leaman, F. Stevenson, B. Bordass (2010)
Building evaluation: practice and principlesBuilding Research & Information, 38
C. Grönroos (2000)
Service Management and Marketing: A Customer Relationship Management Approach
L. Petruzzellis, A. D’Uggento, S. Romanazzi (2006)
STUDENT SATISFACTION AND QUALITY OF SERVICE IN ITALIAN UNIVERSITIESManaging Service Quality, 16
C. Vidalakis, Ming Sun, A. Papa (2013)
The quality and value of higher education facilities: a comparative studyFacilities, 31
P. Temple (2008)
Learning Spaces in Higher Education: An Under-Researched Topic.London Review of Education, 6
M. O'Neill (2003)
The influence of time on student perceptions of service quality: The need for longitudinal measuresJournal of Educational Administration, 41
E. Teicholz (2001)
Facility Design and Management Handbook
Cynthia Uline, Megan Tschannen-Moran (2008)
The walls speak: the interplay of quality facilities, school climate, and student achievementJournal of Educational Administration, 46
J. Bowen (1998)
Market segmentation in hospitality research: no longer a sequential processInternational Journal of Contemporary Hospitality Management, 10
K. Alexander (1992)
An Agenda for Facilities Management ResearchFacilities, 10
K. Tan, S. Kek (2004)
Service quality in Higher Education using an enhanced SERVQUAL approachQuality in Higher Education, 10
K. Elliott, M. Healy (2001)
Key Factors Influencing Student Satisfaction Related to Recruitment and RetentionJournal of Marketing for Higher Education, 10
D. Amaratunga, D. Baldry (2000)
Assessment of facilities management performance in higher education propertiesFacilities, 18
H. Kok, M. Mobach, Onno Omta (2011)
The added value of facility management in the educational environmentJournal of Facilities Management, 9
Kurt Matzler, H. Hinterhuber (1998)
How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deploymentTechnovation, 18
A. Parasuraman, V. Zeithaml, L. Berry (1985)
A Conceptual Model of Service Quality and Its Implications for Future ResearchJournal of Marketing, 49
S. Kärnä, P. Julin, S. Nenonen (2013)
User satisfaction on a university campus by students and staffIntelligent Buildings International, 5
Purpose – The purpose of the study is to evaluate and discuss the extent of the satisfaction as perceived by the students and staff towards university facilities and services in two campuses in Finland. The aim is to analyse which facility-related factors have the greatest impacts on students’ and staff’s overall satisfaction. Design/methodology/approach – The extensive survey was conducted to investigate how the university students and staff assess the university campus and facility services. A framework was developed to prioritise the satisfaction factors towards the facilities in two campuses in the both groups. The study was executed with the statistical assessment method, which combines each question’s mean value and how it affects overall satisfaction. Findings – The findings show that there are differences in the main features of the satisfaction as assessed by the groups and between the two campuses. Student satisfaction consist of factors related to comfortable learning environment, where public spaces and campus accessibility play vital roles. Staff satisfaction can be characterised as a comprehensive campus experience and where laboratory and teaching facilities create value to the staff. In general, results show that the factors related to the research and teaching spaces have the greatest impacts on the overall satisfaction in the both groups. The improvement of the quality of these spaces will then directly assist staff and students in achieving their objectives. Practical implications – The measurement method developed in the study helps campus facilities’ management to prioritise satisfaction factors and identify the areas of the quality improvements. This information can be used widely, for instance, in the campus development, facilities management and improvement of the university services. Originality/value – The framework analyses which factors of the facilities have the greatest impacts on the overall satisfaction as perceived by the students and staff. The outcome of the study will improve the knowledge of which aspects of the facilities created value to the universities’ core functions.
Quality Assurance in Education – Emerald Publishing
Published: Feb 2, 2015
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.