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Measuring student satisfaction at higher education: IPB case study

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Resumo:Consumer satisfaction and service quality continue to attract the attention of researchers and practitioners in various disciplines. It also affected the educational system. Students’ opinions about all aspects of academic life are now sought by educational institutions worldwide, generally in the form of a satisfaction feedback questionnaire. The image of a school strongly impacts the retention of current students and the attraction of potential students. Poor retention rates may have adverse funding consequences for institutions (Douglas & Douglas, 2006). However, there is not enough research that shows how intricately linked student satisfaction, retention, and recruitment are. The study's main goals were to determine the factors influencing students’ satisfaction in HE and measure the students’ satisfaction with the IPB. Since the measurement of students' satisfaction is a requirement for obtaining a quality guarantee, this process should be useful for making decisions that contribute to the effective improvement of the quality of service and, through it, customer satisfaction. Analysis of differences in the quality perception of students and examining whether the perceived quality affects the loyalty, retention, and recruitment of students as the main customers is one of the main necessities of the service quality process. Likewise, the positive influence between perceived quality and students' loyalty must be verified. The current research work follows the quantitative analysis with the main objectives of analyzing the overall student satisfaction in HE at IPB and determining strong and weak indicators characterizing the learning process at the university. It has made it possible to carry out evaluations and draw conclusions on whether there really a highly relevant relationship between the client and perceived service quality in the higher education sector is.
Autores principais:Bursa, Galina
Assunto:Service Satisfaction Higher education institutions Students satisfaction
Ano:2022
País:Portugal
Tipo de documento:dissertação de mestrado
Tipo de acesso:acesso aberto
Instituição associada:Instituto Politécnico de Bragança
Idioma:inglês
Origem:Biblioteca Digital do IPB

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