Examining student satisfaction with higher education services: using a new measurement tool

By Thorsten Gruber, Stefan Fuß, R. Voss, M. Gläser-Zikuda. 2010

488 citations recorded by the source corpus.

Purpose – This paper aims to investigate how students perceive the services they are offered at a German university and how satisfied they are with them.Design/methodology/approach – An evaluation study using a new tool to measure 15 dimensions of student satisfaction at an institutional level that covers most aspects of student life was used. It was decided to develop a new measurement tool as many existing surveys are poorly designed, lack standardization and give no evidence concerning reliability or validity. Questionnaires were handed out in eight lectures for the pilot study and 18 lectures for the main study. The response rate was 99 percent. A total of 374 students (pilot study) and 544 students (main study) filled in the newly developed questionnaires using Likert scales.Findings – The study gave a valuable insight into how students perceive the quality of the services offered at a university and how satisfied they are with these offerings. The results show that students' satisfaction with their ...

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/882cfb16f85e897c1e959ac37730f017f7117c21

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Evaluating student satisfaction of quality at international branch campuses (2015, background): “The attitude towards the internationalised learning environment is a result of student perceptions of the environment (Gruber et al. 2010).”
Student satisfaction in higher education: a meta-analytic study (2017, background): “Gruber et al. (2010); Lizote, Verdinelli, Borba, and Brasil (2014) Campus life Environments that complement the university environment, such as gymnasium, recreational activities and safety.”
Dimensions Driving Business Student Satisfaction in Higher Education. (2015, methodology): “However, there is a lack of consensus in the existing literature as to how this can be achieved and previous studies utilise models that vary in terms of the number of dimensions considered and the methodologies used to examine the strengths and significance of the relationships (Douglas et al., 200”
Service Quality and Students' Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities' Competitiveness (2011, background): “The results of previous research reveal that students who are satisfied may attract new students by engaging in speech of positive word-ofmouth communication to inform their friends and acquaintances, and they could go back to the university to further continue their study or take other courses (Hel”
The importance of university facilities for student satisfaction at a Norwegian University (2015, background): “HEIs have also realized that their sector represents a business-like service industry and have begun to focus more on meeting or exceeding the needs of their students (Gruber et al., 2010).”
Making sense of higher education: students as consumers and the value of the university experience (2014, background): “…where the National Student Survey (Higher Education Funding Council for England 2011) puts a premium on satisfaction (Douglas, Douglas and Barnes 2006), but in other countries, too, where competition is also growing (e.g. Clemes, Gan, and Kao 2007; Gruber et al. 2010; Helgesen and Nesset 2007).”