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A formative model for measuring customer satisfaction with a degree course

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Author Info
Giovanna Nicolini ()
Francesca De Battisti ()

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Abstract

This paper proposes an index founded on objective expectations, with the aim of measuring the CS of a service such as "a university degree course" (DC) provided by the Italian universities. In fact the "quality of university teaching" has been tested for many years now submitting a questionnaire to the students attending the courses and present at the end of each course; the questionnaire is divided into four dimensions: particular organisation of the teaching, characteristics of the teaching, characteristics of the exercises, general organisation of the teaching within the overall degree course

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Paper provided by Department of Economics University of Milan Italy in its series Departemental Working Papers with number 2003-23.

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Date of creation: 01 Jan 2003
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Handle: RePEc:mil:wpdepa:2003-23

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  1. Giovanna NICOLINI & Francesca DE BATTISTI, 2004. "Global indexes for the evaluation of university teaching," Departemental Working Papers 2004-15, Department of Economics University of Milan Italy. [Downloadable!]
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