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University Student Satisfaction: An Empirical Analysis

Author

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  • Michael D. Clemes
  • Christopher E.C. Gan
  • Tzu-Hui Kao

Abstract

The purpose of this research is to gain an empirical understanding of students' overall satisfaction with their academic university experiences. A hierarchal model is used as a framework for this analysis. Fifteen hypotheses are formulated and tested, in order to identify the dimensions of service quality as perceived by university students, to examine students' overall satisfaction with influential factors such as tuition fees (price) and university image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. Students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity. Statistical support is found for the use of a hierarchical model, three primary dimensions, and ten sub-dimensions. In addition, the results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioual intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study. The results of this analysis contribute to the service marketing theory by providing empirically--based insight into satisfaction and service quality constructs in the higher education sector. This study will assist higher education management developing and implementing a market-oriented service strategy, in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions.-super-1

Suggested Citation

  • Michael D. Clemes & Christopher E.C. Gan & Tzu-Hui Kao, 2008. "University Student Satisfaction: An Empirical Analysis," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 17(2), pages 292-325, April.
    • Handle: RePEc:taf:jmkthe:v:17:y:2008:i:2:p:292-325
    DOI: 10.1080/08841240801912831
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    Citations

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    Cited by:

    1. Marco Taliento, 2022. "The Triple Mission of the Modern University: Component Interplay and Performance Analysis from Italy," World, MDPI, vol. 3(3), pages 1-24, July.
    2. Ekrem Toklucu & Fatoş Silman & Selahattin Turan & Ramazan Atasoy & Ümit Kalkan, 2022. "The Effects of the Crisis Management Skills and Distance Education Practices of Universities on Student Satisfaction and Organizational Image," Sustainability, MDPI, vol. 14(10), pages 1-23, May.
    3. Mikhalkina Elena (Михалкина, Елена) & Gerasimova Olga (Герасимова, Ольга), 2019. "Satisfaction Of University Graduates With The Quality Of Education In The Conditions Of Digitalization [Удовлетворенность Выпускников Вузов Качеством Образования В Условиях Цифровизации]," State and Municipal Management Scholar Notes, Russian Presidential Academy of National Economy and Public Administration, vol. 4, pages 76-84.
    4. Hermawan Asep & Yusran Husna Leila & Nugrahanti Asri, 2018. "Exploring the Antecedents and Consequents of Student Experience in Higher Education Settings," Journal of Intercultural Management, Sciendo, vol. 10(1), pages 63-82, March.
    5. Lekini Dieudonne Justin & Sun Jin & Visas Hubert, 2019. "Effect of International Students’ Perceived Service Quality on the Student‘s Motivation, Satisfaction, Loyalty, and Institutional Image in Higher Education in China," International Journal of Science and Business, IJSAB International, vol. 3(2), pages 110-125.
    6. Kasım Yılmaz & Volkan Temizkan, 2022. "The Effects of Educational Service Quality and Socio-Cultural Adaptation Difficulties on International Students’ Higher Education Satisfaction," SAGE Open, , vol. 12(1), pages 21582440221, February.
    7. Vo Thi Ngoc Thuy & Hoang Doan Phuong Thao, 2017. "Impact of students’ experiences on brand image perception: the case of Vietnamese higher education," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(2), pages 217-251, June.
    8. Maryam Kalhoro & Hui Nee Au Yong & Charles Ramendran SPR, 2021. "Understanding the Factors Affecting Pro-Environment Behavior for City Rail Transport Usage: Territories’ Empirical Evidence—Malaysia," Sustainability, MDPI, vol. 13(22), pages 1-15, November.
    9. Shivangi Dhawan, 2022. "Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression," Metamorphosis: A Journal of Management Research, , vol. 21(1), pages 48-66, June.
    10. Fernando de Oliveira Santini & Wagner Junior Ladeira & Claudio Hoffmann Sampaio & Gustavo da Silva Costa, 2017. "Student satisfaction in higher education: a meta-analytic study," Journal of Marketing for Higher Education, Taylor & Francis Journals, vol. 27(1), pages 1-18, January.
    11. Kumar Biswas & Sudipta Bose & Millicent Chang & Syed Shams, 2023. "Determinants and consequences of student satisfaction in Australian Universities: Evidence from QILT Surveys," Accounting and Finance, Accounting and Finance Association of Australia and New Zealand, vol. 63(2), pages 1821-1850, June.
    12. Mrs Maha AL-Balushi & Mrs Alya AL-Harthi, 2022. "Instructional Technology adoption at Higher Educational Institutions using Post-PC Technology," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(11), pages 703-712, November.

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