Conceptual Model of Student Satisfaction in Higher Education

Héléna Alves · Mário Lino Barata Raposo

424 citations0/0 files storedTotal Quality Management & Business Excellence

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Customer Service Quality and Loyalty Higher Education Research Studies Educational Outcomes and Influences

Abstract

To try and understand the factors which influence student satisfaction in higher education, as well as consequences of it, this study tests an explanatory model of student satisfaction in higher education. The model was tested through the utilization of structural equations and showed that the variable which has the most influence in student satisfaction in higher education is the variable – image followed by value and afterwards quality perceived. The conclusions of this study also mention the existence of a negative influence from the variable – expectations. It was also noticeable that the main consequence of satisfaction was student loyalty caused by word of mouth from student to student.

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1994What Matters in College? Four Critical Years Revisited.1992A National Customer Satisfaction Barometer: The Swedish Experience 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1992Advances in Consumer Research 2000Customer satisfaction with services: putting perceived value into the equation 1908The College and the University 2000Foundations of the American Customer Satisfaction Index

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2017Student evaluations of teaching are an inadequate assessment tool for evaluating faculty performance 2016Her majesty the student: marketised higher education and the narcissistic (dis)satisfactions of the student-consumer 2013A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions 2012Service quality in a higher education context: an integrated model 2009Determinants of Student Loyalty in Higher Education: A Tested Relationship Approach in Latin America

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