Measuring customer satisfaction in summer courses

Purpose – The recent changes that have occurred in the Spanish university teaching environment, such as growing competition, have caused these courses to become an important differentiating element of what is offered by each university. Therefore, the authors propose to delve deeper into the relationship existing between satisfaction and the intent to recommend the courses taken by the attendees.Design/methodology/implications – The research developed in the paper endeavours to be a first approximation of the factors that determine the satisfaction of the people who attend the summer courses offered by a Spanish public university. Furthermore, this article analyses whether or not the satisfaction levels of the students translate into one of the positive behaviours that are set forth in specialised literature: recommendation. The information is based on the analysis of a self‐administered survey given to the students of the 2003 summer session after completing the course.Findings – The results obtained sho...

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