IDEAS home Printed from https://ideas.repec.org/a/aes/amfeco/v37y2014i16p841.html

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
    as

    Download full text from publisher

    File URL: http://www.amfiteatrueconomic.ro/temp/Article_1318.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Roxana Sârbu & Anca Gabriela Ilie & Antonia Cristiana Enache & Dan Dumitriu, 2009. "The Quality of Educational Services in Higher Education – Assurance, Management or Excellence?," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 383-392, June.
    2. Isabelle Huault & V. Perret & S. Charreire-Petit, 2007. "Management," Post-Print halshs-00337676, HAL.
    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.
    7. Sorin-George Toma & Shinji Naruo, 2009. "Quality Assurance in the Japanese Universities," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 11(26), pages 574-584, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sorin-George Toma, 2011. "Exploratory Research On Students` Opinions Regarding The Features Of The Educational Process In A Knowledge-Based Economy," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 13(30), pages 565-579, June.
    2. Alexandra-Maria Drule & Irimie Emil Popa & Razvan Nistor & Alexandru Chis, 2014. "Quality of the Teaching Process and its Factors of Influence from the Perspective of Future Business Specialists," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(37), pages 827-827, August.
    3. James Breen & Darragh Clancy & Mary Ryan & M. Wallace, 2010. "Can’t See the Wood for the Trees: The Returns to Farm Forestry in Ireland," Working Papers 1003, Rural Economy and Development Programme,Teagasc.
    4. Joyce Wangare Kiragu & John Ogamba King’oina & Joash A. Migosi, 2013. "School - Based Management Prospects and Challenges: A Case of Public Secondary Schools in Murang’a South District, Kenya," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 3(5), pages 1166-1179, May.
    5. Alan Gregory, 2011. "The Expected Cost of Equity and the Expected Risk Premium in the UK," Review of Behavioral Finance, Emerald Group Publishing Limited, vol. 3(1), pages 1-26, April.
    6. Dan Ioan Topor & Alina Putan & Sorinel Capusneanu, 2011. "The Role of Management Accounting in Providing Information for Making Decision Within an Entity," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 1(2), pages 56-66, December.
    7. Ana-Maria BERCU, 2014. "Performance Appraisal Of Civil Servants. Sustainability And Development," Proceedings of Administration and Public Management International Conference, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 10(1), pages 35-43, June.
    8. Haelermans, Carla & De Witte, Kristof & Blank, Jos L.T., 2012. "On the allocation of resources for secondary schools," Economics of Education Review, Elsevier, vol. 31(5), pages 575-586.
    9. Stefan-Alexandru CATANA & Sorin-George TOMA, 2022. "Basics Of Marketing Simulations ? Markstrat Simulator," Management Strategies Journal, Constantin Brancoveanu University, vol. 56(2), pages 224-229.
    10. Rodica Pamfilie & Smaranda Giusca & Robert Bumbac, 2014. "Academic research – a catalyst for the innovation process within companies in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(37), pages 759-759, August.
    11. Gabriela Andrisan & Andra Modreanu, 2022. "Achieving Business Success in the Fourth Industrial Revolution: The Case of Procter & Gamble," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 482-490, September.
    12. Toma Sorin-George & Gradinaru Catalin & Modreanu Andra, 2023. "The Evolution Of The Digital Economy In Romania In The Period 2019-2022," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 6, pages 205-210, December.
    13. repec:fip:fedhep:y:2013:i:qii:p:30-46:n:vol.37no.2 is not listed on IDEAS
    14. Scherrer-Rathje, Maike & Boyle, Todd A. & Deflorin, Patricia, 2009. "Lean, take two! Reflections from the second attempt at lean implementation," Business Horizons, Elsevier, vol. 52(1), pages 79-88.
    15. Bunel, Alison & Lescop, Denis, 2013. "A new institutional perspective on shared spectrum access issues," 24th European Regional ITS Conference, Florence 2013 88480, International Telecommunications Society (ITS).
    16. Bowles, Hannah Riley, 2012. "Claiming Authority: How Women Explain their Ascent to Top Business Leadership Positions," Scholarly Articles 9830355, Harvard Kennedy School of Government.
    17. Farrell, Terence C., 2008. "An Economic Evaluation of Conservation Farming Practices for the Central West of NSW," 2008 Conference (52nd), February 5-8, 2008, Canberra, Australia 6177, Australian Agricultural and Resource Economics Society.
    18. Maja Ilic, 2010. "Economic Value Added As A Modern Performance Indicator," Perspectives of Innovation in Economics and Business (PIEB), Prague Development Center, vol. 6(3), pages 94-97, October.
    19. Carrington, Michal J. & Neville, Benjamin A. & Whitwell, Gregory J., 2014. "Lost in translation: Exploring the ethical consumer intention–behavior gap," Journal of Business Research, Elsevier, vol. 67(1), pages 2759-2767.
    20. Lungu Carmen Claudia, 2010. "Issues Of Human Resources, Members Of Project Teams In The Ngos: A Case Study," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 970-976, December.
    21. Bobby Kurian, 2015. "Impact of Culture on Innovativeness in IT Organizations in India," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 5(3), pages 304-316, March.

    More about this item

    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

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:aes:amfeco:v:37:y:2014:i:16:p:841. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Valentin Dumitru (email available below). General contact details of provider: https://edirc.repec.org/data/aseeero.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.