Student satisfaction in higher education: a meta-analytic study

Fernando de Oliveira Santini · Wagner Júnior Ladeira · Cláudio Hoffmann Sampaio · Gustavo Costa

175 citations0/0 files storedJournal of Marketing for HIGHER EDUCATION

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

Abstract

This paper discusses the results of a meta-analysis performed to identify key antecedent and consequent constructs of satisfaction in higher education. We offer an integrated model to achieve a better understanding of satisfaction in the context of higher education. To accomplish this objective, we identified 83 studies that were valid and relevant to the research objective of the current study, generating a total of 469 observations. We identified studies published from 1986 to 2016 and analyzed six antecedent dimensions (perceived value of educational services, resources provided to the student, service quality perception, marketing orientation, identity of the higher education institution, university environment) and one consequent dimension related to satisfaction. The 7 dimensions exhibited a total of 51 relationships. We believe that the originality of the findings clearly contributes to future academic research in higher education.

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References

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