Student satisfaction in higher education: a meta-analytic study

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.

[1]  A. Cervera,et al.  Sticking with your university: the importance of satisfaction, trust, image, and shared values , 2017 .

[2]  F. O. Santini,et al.  Meta-Analysis of the Long- and Short-Term Effects of Sales Promotions on Consumer Behavior , 2016 .

[3]  M. Frese,et al.  The effectiveness of cohesive and diversified networks: A meta-analysis , 2016 .

[4]  Neethiahnanthan Ari Ragavan,et al.  Does higher education service quality effect student satisfaction, image and loyalty?: A study of international students in Malaysian public universities , 2016 .

[5]  Thor-Erik Sandberg Hanssen,et al.  The importance of university facilities for student satisfaction at a Norwegian University , 2015 .

[6]  Arnt O. Hopland,et al.  Does student satisfaction with school facilities affect exam results , 2015 .

[7]  N. Martirosyan.  An examination of factors contributing to student satisfaction in Armenian higher education , 2015 .

[8]  Riza Casidy,et al.  The impact of brand strength on satisfaction, loyalty and WOM: An empirical examination in the higher education sector , 2015 .

[9]  P. Gibbs,et al.  Student satisfaction or happiness? : a preliminary rethink of what is important in the student experience , 2015 .

[10]  K. Chew,et al.  Assessing antecedents and consequences of student satisfaction in higher education: evidence from Malaysia , 2015 .

[11]  José Alonso Borba,et al.  SATISFAÇÃO DOS ACADÊMICOS COM O CURSO DE CIÊNCIAS CONTÁBEIS: UM ESTUDO EM INSTITUIÇÕES DE ENSINO SUPERIOR PRIVADAS , 2014 .

[12]  Corinne E. Nell,et al.  Determining student perceptions regarding the most important service features and overall satisfaction with the service quality of a higher education institution , 2014 .

[13]  Parves Sultan,et al.  An integrated-process model of service quality, institutional brand and behavioural intentions: The case of a University , 2014 .

[14]  Yulia Stukalina.  Identifying Predictors of Student Satisfaction and Student Motivation in the Framework of Assuring Quality in the Delivery of Higher Education Services , 2014 .

[15]  Riza Casidy,et al.  Linking Brand Orientation with Service Quality, Satisfaction, and Positive Word-of-Mouth: Evidence from the Higher Education Sector , 2014 .

[16]  Anastasios Zopiatis,et al.  Quality and Satisfaction With Culinary Education: Evidence From Cyprus , 2014 .

[17]  L. C. Duque.  A framework for analysing higher education performance: students' satisfaction, perceived learning outcomes, and dropout intentions , 2014 .

[18]  S. Arif,et al.  Student satisfaction and impact of leadership in private universities , 2013 .

[19]  Riza Casidy.  The role of brand orientation in the higher education sector: a student-perceived paradigm , 2013 .

[20]  Melodena Stephens Balakrishnan,et al.  Assessing student satisfaction in transnational higher education , 2013 .

[21]  Asle Fagerstrøm,et al.  Co-creation of value in higher education: using social network marketing in the recruitment of students , 2013 .

[22]  Dirk C. Moosmayer,et al.  Values education and student satisfaction: German business students' perceptions of universities' value influences , 2012 .

[23]  Parves Sultan,et al.  Service quality in a higher education context: an integrated model , 2012 .

[24]  M. Sinan,et al.  An Evaluation of the Relationship between Service Quality in Primary Education and Parent Satisfaction , 2012 .

[25]  G. Soutar,et al.  Word of mouth antecedents in an educational context: a Singaporean study , 2012 .

[26]  Guangyou Liu.  A survey on student satisfaction with cooperative accounting education based on CPA firm internships , 2012 .

[27]  Finian O'Driscoll.  What matters most , 2012 .

[28]  Helena Alves,et al.  Using a Satisfaction Index to Compare Students’ Satisfaction During and After Higher Education Service Consumption , 2012 .

[29]  Øyvind Helgesen,et al.  Does LibQUAL+TM account for student loyalty to a university college library? , 2011 .

[30]  Scott D. Stewart,et al.  Do Student Evaluations Match Alumni Expectations , 2011 .

[31]  Steven Lysonski,et al.  Beyond service attributes: do personal values matter? , 2011 .

[32]  L. C. Duque,et al.  Cross‐cultural comparisons of consumer satisfaction ratings: A perspective from Albert Hirschman's theory , 2010 .

[33]  Ali Usman,et al.  The Impact of Service Quality on Students' Satisfaction in Higher Education Institutes of Punjab , 2010 .

[34]  U. Yavas,et al.  Relationships between organizational support, customer orientation, and work outcomes , 2010 .

[35]  S. Kalafatis,et al.  The impact of time on perceptions of educational value , 2010 .

[36]  C. Munteanu,et al.  An analysis of customer satisfaction in a higher education context , 2010 .

[37]  Michaela Gläser-Zikuda,et al.  Examining student satisfaction with higher education services: using a new measurement tool , 2010 .

[38]  T. Mazzarol,et al.  The importance of institutional image to student satisfaction and loyalty within higher education , 2009 .

[39]  R. E. Carter.  The Impact of Perceived Service Quality on MBA Student Satisfaction and Recommendations: Do Expectations Matter? , 2009 .

[40]  M. Razak,et al.  Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions , 2009 .

[41]  Dowming Yeh,et al.  What drives a successful e-Learning? An empirical investigation of the critical factors influencing learner satisfaction , 2008, Comput. Educ..

[42]  Michael D. Clemes,et al.  University Student Satisfaction: An Empirical Analysis , 2008 .

[43]  Mário Raposo,et al.  Conceptual Model of Student Satisfaction in Higher Education , 2007 .

[44]  A. Paswan,et al.  The effects of obtaining one's preferred service brand on consumer satisfaction and brand loyalty , 2007 .

[45]  Lillian Mai,et al.  A Comparative Study Between UK and US: The Student Satisfaction in Higher Education and its Influential Factors , 2005 .

[46]  Mercedes Marzo-Navarro,et al.  Measuring customer satisfaction in summer courses , 2005 .

[47]  A. Kara,et al.  Determinants of Business Student Satisfaction and Retention in Higher Education: Applying Herzberg's Two-Factor Theory. , 2005 .

[48]  Alison Dean,et al.  The contribution of emotional satisfaction to consumer loyalty , 2001 .

[49]  Adee Athiyaman,et al.  Linking student satisfaction and service quality perceptions: the case of university education , 1997 .

[50]  J. Griffith.  Test of a Model of the Organizational Antecedents of Parent Involvement and Satisfaction with Public Education , 1996 .

[51]  F. Schmidt.  Statistical Significance Testing and Cumulative Knowledge in Psychology: Implications for Training of Researchers , 1996 .

[52]  R. Oliver,et al.  Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction , 1993 .

[53]  W. DeSarbo,et al.  Response Determinants in Satisfaction Judgments , 1988 .

[54]  R. Orwin.  A fail-safe N for effect size in meta-analysis. , 1983 .

[55]  Donald B. Rubin,et al.  A Simple, General Purpose Display of Magnitude of Experimental Effect , 1982 .

[56]  R. Rosenthal.  The file drawer problem and tolerance for null results , 1979 .

[57]  M. Jamil,et al.  ENTERPRISE RESOURCE PLANNING (ERP) IMPLEMENTATION IN PAKISTANI ENTERPRISES: CRITICAL SUCCESS FACTORS AND CHALLENGES , 2015 .

[58]  D. Das,et al.  Faculty Services towards Student Satisfaction in Tertiary Education: Bangladesh Perspective , 2013 .

[59]  Shun-Hsing Chen,et al.  A performance matrix for strategies to improve satisfaction among faculty members in higher education , 2011 .

[60]  G. Zinkhan,et al.  Determinants of retail patronage: A meta-analytical perspective , 2006 .

[61]  K. Ali,et al.  Business Student Satisfaction, Intentions and Retention in Higher Education: An Empirical Investigation , 2004 .

[62]  David F. Treagust,et al.  Validity and use of an instrument for assessing classroom psychosocial environment in higher education , 1986 .

[63]  R. Oliver.  Measurement and evaluation of satisfaction processes in retail settings. , 1981 .