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Student Satisfaction: An alternative approach to assessing this important concept
Abstract
A student's overall satisfaction with his/her educational experience has traditionally been measured by a simple 'yes or no' question, or with one question assessing the degree of overall satisfaction. Even though this type of question is simple to answer and analyze, students may not thoroughly reflect upon their previous responses within a questionnaire regarding satisfaction with individual educational attributes when asked to assess their overall satisfaction with a university on the basis of a single question. The purpose of this article is to present an alternative approach to measuring student overall satisfaction using a multiple-item weighted gap score analysis approach. The results suggest that this approach may have more diagnostic value to both academics and practitioners.
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Citations
Cited by
Examining student satisfaction with higher education services: Using a new measurement tool
Gruber, T., Fuß, S., Voss, R., & Gläser‐Zikuda, M. (2010) · International Journal of Public Sector Management · doi:10.1108/09513551011022474 · Cited by 428
What accounts for students' loyalty? Some field study evidence
Helgesen, Ø., & Nesset, E. (2007) · International Journal of Educational Management · doi:10.1108/09513540710729926 · Cited by 372
Helgesen, Ø., & Nesset, E. (2007) · Corporate Reputation Review · doi:10.1057/palgrave.crr.1550037 · Cited by 344
Are students customers? TQM and marketing perspectives
Eagle, L., & Brennan, R. (2007) · Quality Assurance in Education · doi:10.1108/09684880710723025 · Cited by 288
(2015) · NORA - Norwegian Open Research Archives · Cited by 89
Metadata
- Authors
- Elliott, K. M., & Shin, D.
- Venue
- Journal of Higher Education Policy and Management
- Publisher
- Informa UK Limited
- Published
- 2002-11
- Volume
- 24
- Issue
- 2
- Pages
- 197-209
- ISSN
- 1360-080X (ISSN-L)
- 1469-9508
- OpenAlex
- W1984340307
- Cited by
- 929
- References
- 0
- FWCI
- 22.33
- Type
- journal article
- Language
- en
- Open access
- closed
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- Elliott, K. M., & Shin, D. (2002). Student Satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management. https://doi.org/10.1080/1360080022000013518
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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