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Development of an Instrument for Measuring Student Satisfaction in Business Educational Institutions

Author

Listed:
  • Mihai-Florin Bacila

    (Babes-Bolyai University)

  • Marcel Ciprian Pop

    (Babes-Bolyai University)

  • Mircea Andrei Scridon

    (Babes-Bolyai University)

  • Raluca Ciornea

    (Babes-Bolyai University)

Abstract
As the number of prospective students decreases and competition intensifies, student satisfaction should be a core element of the universities` marketing strategy. Students` satisfaction is influenced by the degree to which higher education institutions meet or exceed their expectations. Higher education managers in general and business higher education managers in particular need to determine the students` level of satisfaction in order to assess their performance. This, however, is difficult to achieve because satisfaction is an abstract concept and no clear consensus exists over its definition and measurement. Although, on account of education`s complexity and peculiarities, the investigation of satisfaction with educational services has been laborious, the literature review reveals a growing number of papers dealing with this issue. These papers consider the factors affecting satisfaction mostly as individual coefficients and ignore the latent relationships between constructs. However, since the determinants of partial student satisfaction simultaneously manifest in the overall satisfaction, it may be considered that an individual approach to them, would partially cover the issue being studied. For this reason, the purpose of this paper is to develop a model for measuring student satisfaction with business education services, a model which should be approached holistically and whose latent structure should be taken into account. The proposed measurement tool, based on the study of the literature, was tested on the students of a business educational institution and the results confirm the goodness-of-fit, reliability and validity of the model. The developed tool encompasses a number of factors that allow the assessment of student satisfaction with a wide range of services provided by business education institutions and relate to: educational process (syllabus, training of teaching staff, examination policy), administrative staff, admission process (information, staff), management of the faculty, image of the faculty, library, general information, cafeteria, campus climate, tutors, collaboration between faculty and business environment, international cooperation, leisure activities supported by the faculty.

Suggested Citation

  • Mihai-Florin Bacila & Marcel Ciprian Pop & Mircea Andrei Scridon & Raluca Ciornea, 2014. "Development of an Instrument for Measuring Student Satisfaction in Business Educational Institutions," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(37), pages 841-841, August.
    • Handle: RePEc:aes:amfeco:v:37:y:2014:i:16:p:841
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    File URL: http://www.amfiteatrueconomic.ro/temp/Article_1318.pdf
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    References listed on IDEAS

    as
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    3. Isidoro Romero & Raluca Mariana Petrescu & Alina Elena Balalia (Iosif), 2011. "Universities as Suppliers of Entrepreneurship Education Services. The Cases of The University of Seville and The Academy of Economic Studies in Bucharest," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(30), pages 347-361, June.
    4. Dinu Vasile, 2007. "Quality management in the academic context," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 9(22), pages 5.-6, June.
    5. Oecd, 2012. "Are Large Cities Educational Assets or Liabilities?," PISA in Focus 17, OECD Publishing.
    6. Gheorghe Savoiu & Consuela Necsulescu & Marian Taicu & Luminita Serbanescu, Emil Crisan, 2014. "Level of Satisfaction of Educational Services Consumers. Impact and Consequences for the Responsibility of an Economics Faculty," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(35), pages 1-88, February.
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    Cited by:

    1. Milad Kalantari Shahijan & Sajad Rezaei & Vinitha Padmanabhan Guptan, 2018. "Marketing public and private higher education institutions: A total experiential model of international student’s satisfaction, performance and continues intention," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(2), pages 205-234, June.
    2. Dabija Dan-Cristian & Abrudan Ioana-Nicoleta & Postelnicu Cătălin, 2016. "Teachers’ Motivations and Expectations Regarding Lifelong Learning," Studia Universitatis Babeș-Bolyai Oeconomica, Sciendo, vol. 61(3), pages 32-42, December.

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    More about this item

    Keywords

    student satisfaction; educational marketing; satisfaction measurement tool; satisfaction determinants; business educational institutions;
    All these keywords.

    JEL classification:

    • I21 - Health, Education, and Welfare - - Education - - - Analysis of Education
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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