Measuring customer satisfaction in higher education

Measuring customer satisfaction in higher education Evaluates a methodology which was developed to measure student satisfaction with significant components of the service experience delivered to students at Edge Hill University College. Uses a questionnaire‐based survey to collect information on student satisfaction. The methodology has two unique features: the Student Charter informed the survey design; and student responses were collected electronically through on‐screen questionnaires accessible over an intranet. Outcomes suggest that there remains some resistance to the completion of an electronic questionnaire and both paper and electronic versions are likely to continue to be necessary in order to achieve optimum response rates. The methodology has identified specific aspects of the service experience where there was either an absence of student satisfaction or the level of student satisfaction was variable. These aspects have been further explored with focus groups and fed into the quality plan for the college. A “negative quality” model is proposed which may offer a framework for response to different types of feedback from students. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality Assurance in Education Emerald Publishing

Measuring customer satisfaction in higher education

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Publisher
Emerald Publishing
Copyright
Copyright © 1998 MCB UP Ltd. All rights reserved.
ISSN
0968-4883
DOI
10.1108/09684889810242182
Publisher site
See Article on Publisher Site

Abstract

Evaluates a methodology which was developed to measure student satisfaction with significant components of the service experience delivered to students at Edge Hill University College. Uses a questionnaire‐based survey to collect information on student satisfaction. The methodology has two unique features: the Student Charter informed the survey design; and student responses were collected electronically through on‐screen questionnaires accessible over an intranet. Outcomes suggest that there remains some resistance to the completion of an electronic questionnaire and both paper and electronic versions are likely to continue to be necessary in order to achieve optimum response rates. The methodology has identified specific aspects of the service experience where there was either an absence of student satisfaction or the level of student satisfaction was variable. These aspects have been further explored with focus groups and fed into the quality plan for the college. A “negative quality” model is proposed which may offer a framework for response to different types of feedback from students.

Journal

Quality Assurance in EducationEmerald Publishing

Published: Dec 1, 1998

Keywords: Customer satisfaction; Evaluation; Methodology; Questionnaires; Service; Students

References

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