A new management element for universities: Satisfaction with the offered courses

International Journal of Educational Management

Volumn 19, Issue 6, 2005, Pages 505-526

  Navarro, Mercedes Marzo ^a   Iglesias, Marta Pedraja ^a   Torres, Pilar Rivera ^a  

^a UNIVERSITY OF ZARAGOZA   (Spain)

Author keywords

Customer loyalty; Customer satisfaction; General management; Spain; Universities

Indexed keywords

EID: 24344440807     PISSN: 0951354X     EISSN: None     Source Type: Journal    
DOI: 10.1108/09513540510617454     Document Type: Article

References (44)

1. Álvarez, M. and Rodríguez, S. (1997), "La calidad total en la universidad: ¿podemos hablar de clientes?", Boletín de Estudios Económicos, Vol. LII No. 161, pp. 333-52.
2. Alves, H. (2000), "As dimensiones qualidades no serviçio educaçao: a percepcao dos alunos da Universidades da Beira Interior", Revista Portuguesa de Gestao, Vol. 15 Nos 4, Autumn, pp. 78-89.
3. Alves, H. and Raposo, M. (2004), "La medición de la satisfacción en la enseanza universitaria: el ejemplo de la Universidade da Beira Interior", Revista Internacional de Marketing Público y No Lucrativo, Vol. No. 1 1, June, pp. 73-88.
4. Arambewela, R. and Hall, J. (2001), "Post choice satisfaction among international postgraduate students from Asia studying in Victorian universities", Proceedings of the Conference of ANZMAC, Albany, 1-5 December.
5. Athiayaman, A. (1997), "Linking student satisfaction and service quality perceptions: the case of university education", European Journal of Marketing, Vol. 31 No. 7, pp. 528-40.
6. Athiayaman, A. (2000), "Perceived service quality in the higher education sector: an empirical analysis", Proceedings of the Conference de ANZMAC, Gold Coast, 28 November-1 December.
7. Bentler, P.M. (1995), EQS Structural Equations Program Manual, Multivariate Software, Encino, CA.
8. Bentler, P.M. and Dudgeon, P. (1996), "Covariance structure analysis: statistical practice, theory and directions", Annual Review Psychologic, Vol. 47, pp. 563-92.
9. Berné, C., Pedraja, M. and Rivera, M.P. (1997), "El análisis de la productividad del comercio minorista a través de la medición directa del nivel de satisfacción del cliente", Revista Europea de Dirección y Economía de la Empresa, Vol. 6 No. 4, pp. 11-24.
10. Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, April, pp. 69-82.
11. Browne, B., Kaldenberg, D., Browne, W. and Brown, D. (1998), "Student as customer: factors affecting satisfaction and assessments of institutional quality", Journal of Marketing for Higher Education, Vol. 8 No. 3, pp. 1-14.
12. Chevaillier, T. (2002), "Higher education and its clients: institutional responses to changes in demand and in environment", Higher Education, Vol. 33, pp. 303-8.
13. Cook, R.W. and Zallocco, R.L. (1983), "Predicting university preference and attendance: applied marketing in higher education administration", Research in Higher Education, Vol. 19 No. 2, pp. 197-211.
14. Dick, A.S. and Basu, K. (1994), "Customer loyalty: toward an integrated conceptual framework", Journal of the Academy of Marketing Science, Vol. 22, Spring, pp. 99-113.
15. Elliot, K.M. and Healy, M.A. (2001), "Key factors influencing student satisfaction related to recruitment and retention", Journal of Marketing for Higher Education, Vol. 10 No. 4, pp. 1-11.
16. Eskildsen, J.K., Martensen, A., Gronholdt, L. and Kristensen, K. (1999), "Benchmarking students' satisfaction in higher education based in the ECSI methodology", Conference Proceedings from TQM for Higher Education Institutions. "Higher Education Institutions and the Issue of Total Quality", Verona, 30-31 August.
17. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J. and Bryant, B.E. (1996), "The American customer satisfaction index: nature, purpose and findings", Journal of Marketing, Vol. 60, October, pp. 7-18.
18. Galloway, L. (1998), "Quality perceptions of internal and external customers: a case study in educational administration", The TQM Magazine, Vol. 10 No. 1, pp. 20-6.
19. Giese, J.L. and Cote, J.A. (2000), "Defining customer satisfaction", Academy of Marketing Science Review, No. 00 (01), pp. 1-34.
20. Gonçalves, C., Souza, R. and Inacio, A. (2004), "Satisfaction, quality royalty, value and expectations in higher education institutions: an empirical study", Proceedings of Second World Conference on POM and 15th Annual POM Conference, Cancun, 30 April-3 May.
21. Guolla, M. (1999), "Assessing the teaching quality to student satisfaction relationship: applied customer satisfaction research in the classroom", Journal of Marketing Theory and Practice, Vol. 7 No. 3, pp. 87-98.
22. Hartman, D.E. and Schmidt, S.L. (1995), "Understanding student/alumni satisfaction from a consumer's perspective: the effects of institutional performance and program outcomes", Research in Higher Education, Vol. 36 No. 2, pp. 197-217.
23. Harvey, L. (1995), "Student satisfaction", The New Review of Academic Librarianship, Vol. 1, pp. 161-73.
24. Henning-Thurau, T., Lager, M.F. and Hansen, U. (2001), "Modelling and managing student loyalty: an approach based on the concept of relationship quality", Journal of Service Research, Vol. 3 No. 4, May, pp. 331-44.
25. Hill, F.M. (1995), "Managing service quality in higher education: the role of student as primary consumer", Quality Assurance in Education, Vol. 3 No. 1, pp. 10-21.
26. Lervik, L. and Johnson, M.D. (2003), "Service equity, satisfaction and royalty: from transaction-specific to cumulative evaluations", Journal of Service Research, Vol. 5 No. 3, pp. 184-95.
27. Lozano, F.J. (2003), "La orientación al mercado de la universidad pública. un reto para el sistema educativo espaol", Proceedings II Jornadas Internacionales de Marketing Público y No Lucrativo, Zaragoza, 3-4 April.
28. Marsh, H.W. (1987), "Students' evaluations of university teaching: research findings, methodological issues and direction for future research", International Journal of Educational Research, Vol. 11, pp. 253-388.
29. Martensen, A., Gronholdt, L., Eskildsen, J. and Kristensen, K. (1999), "Measuring student oriented quality in higher education: application of the ECSI methodology", Conference Proceedings from TQM for Higher Education Institutions. "Higher Education Institutions and the Issue of Total Quality", Verona, 30-31 August.
30. Mavondo, F. and Zaman, M. (2000), "Student satisfaction with tertiary institutions and recommending it to prospective students", Proceedings of the Conference of ANZMAC, Gold Coast, 28 November-1 December.
31. Nguyen, N., Yshinari, Y. and Shigeji, M. (2004), "Value of higher education service: different view points and managerial implications", Proceedings of Second World Conference on POM and 15th Annual POM Conference, Cancun, 30 April-3 May.
32. Nunnally, J.C. (1987), Teoría Psicométrica, Editorial Trillas, Trillas.
33. OECD (2003), Education at a Glance 2003, OECD, Paris.
34. Oliva, T.A., Oliver, R.L. and MacMillan, I.C. (1992), "A catastrophe model for developing service satisfaction strategies", Journal of Marketing, Vol. 46, July, pp. 83-95.
35. Owlia, M.S. and Aspinwall, E.M. (1996), "Quality in higher education: a survey", Total Quality Management, Vol. 7 No. 4, pp. 161-71.
36. Patterson, P.G., Johnson, L.W. and Spreng, R.A. (1997), "Modelling the determinants of customer satisfaction for business-to-business professional services", Journal of the Academy of Marketing Science, Vol. 25, Winter, pp. 4-17.
37. Pedraja, M. and Yagüe, M.J. (2004), "The impact of quality and price perceptions on customer satisfaction: an application in the restaurant sector", International Journal of Contemporary Hospitality Management, Vol. 16 No. 6, pp. 373-80.
38. Rodie, A.R. and Kleine, S.S. (2000), "Customer participation in services production and delivery", in Swartz, T.A. and Iacobucci, D. (Eds), Handbook of Service Marketing and Management, Sage, Thousand Oaks, CA, pp. 111-25.
39. Sallis, E. (1993), Total Quality Management in Education, Kogan Page, London.
40. Satorra, A. and Bentler, P.M. (1994), "Corrections to test statistics and standard errors in covariance structure analysis", in Von Eye, A. and Clogg, C.C. (Eds), Latent Variables Analysis: Applications for Developmental Research, Sage, Thousand Oaks, CA.
41. Siu, N.Y.M. and Wilson, R.M.S. (1998), "Modelling market orientation: an application in the education sector", Journal of Marketing Management, Vol. 14, pp. 293-323.
42. Tsarenko, Y. and Mavondo, F.T. (2001), "Resources and capabilities as determinants of student satisfaction: do foreign and local students differ", Proceedings of the Conference ANZMAC, Auckland, 1-5 December.
43. Wiers-Jenssen, J., Stensaker, B. and Grogaard, J.B. (2002), "Student satisfaction: towards an empirical desconstruction of the concept", Quality in Higher Education, Vol. 8 No. 2, pp. 183-95.
44. Wotruba, T.R. and Wright, P.L. (1975), "How to develop a teacher-rating instrument: a research approach", Journal of Higher Education, Vol. 46 No. 6, pp. 653-63.