Conceptual Model of Student Satisfaction in Higher Education

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.

[1]  Xianggui Qu,et al.  Multivariate Data Analysis , 2007, Technometrics.

[2]  B. Lavale.  Keep the customer satisfied. , 2003 .

[3]  C. Cassel,et al.  Modelling customer satisfaction and loyalty on aggregate levels: Experience from the ECSI pilot study , 2001 .

[4]  Paul G. Patterson,et al.  A Contingency Approach to Modeling Satisfaction with Management Consulting Services , 2000 .

[5]  G. Mcdougall,et al.  Customer satisfaction with services: putting perceived value into the equation , 2000 .

[6]  C. Fornell,et al.  Foundations of the American Customer Satisfaction Index , 2000 .

[7]  Teodoro Luque Martínez,et al.  Análisis de ecuaciones estructurales , 2000 .

[8]  Kai Kristensen,et al.  Measuring the impact of buying behaviour on customer satisfaction , 1999 .

[9]  Kenneth E. Clow,et al.  The antecedents of consumer expectations of services: an empirical study across four industries , 1997 .

[10]  Nha Nguyen,et al.  Searching for excellence in business education: an exploratory study of customer impressions of service quality , 1997 .

[11]  D. Webb,et al.  Customer Care, Customer Satisfaction, Value, Loyalty and Complaining Behavior: Validation in a UK University Setting , 1997 .

[12]  Bob E. Hayes,et al.  Measuring customer satisfaction : survey design, use, and statistical analysis methods , 1997 .

[13]  S. Adams,et al.  Student Withdrawal from Higher Education , 1996 .

[14]  Matthew D. Shank,et al.  Understanding Professional Service Expectations: Do We Know What Our Students Expect in a Quality Education? , 1996 .

[15]  Sandra L. Schmidt,et al.  Understanding student/alumni satisfaction from a consumer's perspective: The effects of institutional performance and program outcomes , 1995 .

[16]  James N. Walker.  Service encounter satisfaction: conceptualized , 1995 .

[17]  A. Dolinsky,et al.  A Consumer Complaint Framework with Resulting Strategies , 1994 .

[18]  Michael D. Wiese.  College Choice Cognitive Dissonance , 1994 .

[19]  David Hartman,et al.  Multisource effects on the satisfaction formation process , 1994 .

[20]  A. Astin.  What matters in college? : four critical years revisited , 1994 .

[21]  E. Anderson,et al.  The Antecedents and Consequences of Customer Satisfaction for Firms , 1993 .

[22]  Youjae Yi.  The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity , 1993 .

[23]  C. Fornell.  A National Customer Satisfaction Barometer: The Swedish Experience: , 1992 .

[24]  Richard P. Bagozzi,et al.  On the Use of Structural Equation Models in Experimental Designs , 1989 .

[25]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[26]  Kathy Chadwick,et al.  Determinants of Consumer Satisfaction with Education: Implications for College and University Administrators. , 1987 .

[27]  Clifton Bob Clark,et al.  The University of North Carolina at Greensboro , 1980 .