Students’ Satisfaction and Teaching Efficiency of University Offer

Abstract

This study analyses the factors affecting students’ satisfaction with university experience, focusing on the aspects characterising the teaching efficiency of educational offer. For this purpose, organisation of teaching activities, available information, teaching materials, and other facilities offered to students to make their learning experience more successful, are considered as indicators of teaching efficiency. Our interest in this topic is justified by the importance that students’ satisfaction assumes, not only as indicator of the quality of educational services but also for its relationship with overall life satisfaction and subjective well-being. A structural equation model with latent variables is estimated by using survey and administrative data of the University of Pisa. Main findings seem to show that teaching efficiency has a positive effect on satisfaction and suggest that whenever it is inadequate, or at least, considered as such, students are less satisfied for their university experience. The effects of other factors on students’ satisfaction such as studies organisation, social capital and internship experience are also discussed.

This is a preview of subscription content, log in to check access.

Fig. 1
Fig. 2

References

  1. Abdullah, F. (2006). Measuring service quality in higher education: Three instruments compared. International Journal of Research & Method in Education, 29(1), 71–89.

    Article  Google Scholar 

  2. Aitken, N. (1982). College student performance, satisfaction, and retention: Specification and estimation of a structural model. Journal of Higher Education, 53(1), 32–50.

    Article  Google Scholar 

  3. Arslan, S., & Akkas, O. A. (2014). Quality of college life (QCL) of students in Turkey: Students’ life satisfaction and identification. Social Indicators Research, 115(2), 869–884.

    Article  Google Scholar 

  4. Bagozzi, R. P., & Yi, Y. (1998). On the evaluation of structural equation models. Academy of Marking Science, 16(1), 76–94.

    Google Scholar 

  5. Banwet, D. K., & Datta, B. (2003). Effect of perceived lecture quality on post-lecture intentions. Work Study, Emerald Fulltext, 52(5), 234–243.

    Article  Google Scholar 

  6. Bean, J. P., & Bradley, R. K. (1986). Untangling the satisfaction–performance relationship for college students. The Journal of Higher Education, 57(4), 393–412.

    Article  Google Scholar 

  7. Bean, J. P., & Vesper, N. (1994). Gender differences in college student satisfaction. In Association for the study of higher education conference paper, Tucson.

  8. Blackburn, R. T., & Lawrence, J. H. (1995). Faculty at work: Motivation, expectation, satisfaction. Baltimore: The Johns Hopkins University Press.

    Google Scholar 

  9. Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.

    Google Scholar 

  10. Bowman, N. A. (2010). The development of psychological well-being among first-year college students. Journal of College Student Development, 51(2), 180–200.

    Article  Google Scholar 

  11. Bowman, N. A., & Smedley, C. T. (2013). The forgotten minority: Examining religious affiliation and university satisfaction. Higher Education, 65(6), 745–760.

    Article  Google Scholar 

  12. Brown, T. A. (2006). Confirmatory factor analysis for applied research. New York: Guilford.

    Google Scholar 

  13. Browne, B., Kaldenberg, D., Browne, W., & Brown, D. (1998). Student as customers: Factors affecting satisfaction and assessments of institutional quality. Journal of Marketing for Higher Education, 8(3), 1–14.

    Article  Google Scholar 

  14. Cha, K. H. (2003). Subjective well-being among college students. Social Indicators Research, 62(63), 455–477.

    Google Scholar 

  15. Changa, E. C., Sanna, L. J., & Yang, K. M. (2003). Optimism, pessimism, affectivity, and psychological adjustment in US and Korea: A test of a mediation model. Personality and Individual Differences, 34(7), 1195–1208.

    Article  Google Scholar 

  16. Chow, H. P. H. (2005). Life satisfaction among university students in a Canadian prairie city: A multivariate analysis. Social Indicators Research, 70(2), 139–150.

    Article  Google Scholar 

  17. Churchill, G. A, Jr, & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504.

    Article  Google Scholar 

  18. Clark, B. R. (2004). Sustaining change in universities: Contingencies in case studies and concepts. Berkshire: England.

    Google Scholar 

  19. Cleary, T. S. (2001). Indicators of quality. Planning for Higher Education, 29(3), 19–28.

    Google Scholar 

  20. Clifton, R., Etcheverry, E., Hasinoff, S., & Roberts, L. (1996). Measuring the cognitive domain of the quality of life of university students’. Social Indicators Research, 38(1), 29–52.

    Article  Google Scholar 

  21. Crawford, F. (1991). Total quality management. London: Committee of vice-chancellors and principals occasional paper of the universities of the United Kingdom.

    Google Scholar 

  22. Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297–334.

    Article  Google Scholar 

  23. Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: Reexamination and extension. Journal of Marketing, 56(3), 55–68.

    Article  Google Scholar 

  24. De la Orden, A. (1988). La calidad de la educación. Bordón, 40(2), 149–161.

    Google Scholar 

  25. DeShields, O. W., Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19(2), 128–139.

    Google Scholar 

  26. Diener, E. (1984). Subjective well-being. Psychological Bulletin, 95(2), 542–575.

    Article  Google Scholar 

  27. Diener, E., Emmons, R. L., & Griffin, S. (1985). The satisfaction with life scale. Journal of Personality Assessment, 49(1), 71–75.

    Article  Google Scholar 

  28. Douglas, J., Douglas, A., & Barnes, B. (2006). Measuring student satisfaction at a UK university. Quality Assurance in Education, 14(3), 251–267.

    Article  Google Scholar 

  29. Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10(4), 1–11.

    Article  Google Scholar 

  30. Elliott, K. M., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24(2), 199–209.

    Article  Google Scholar 

  31. Farquhar, M. (1995). Definitions of quality of life: A taxonomy. Journal of Advanced Nursing, 22(3), 502–508.

    Article  Google Scholar 

  32. Fornell, C. R. (1982). A second generation of multivariate analysis. New York, NY: Praeger Publishers.

    Google Scholar 

  33. Fornell, C. R., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Article  Google Scholar 

  34. Galloway, L. (1998). Quality perceptions of internal and external customers: A case study in educational administration. The TQM Magazine, 10(1), 20–26.

    Article  Google Scholar 

  35. Graham, S. W., & Gisi, L. S. (2000). The effects of institutional climate and student service on college outcomes and satisfaction. Journal of College Development, 41(3), 279–291.

    Google Scholar 

  36. Gregg, W. (1972). Several factors affecting graduate student satisfaction. Journal of Higher Education, 43(6), 483–498.

    Article  Google Scholar 

  37. Grunwald, H., & Peterson, M. W. (2003). Factors that promote faculty involvement in and satisfaction with institutional and classroom student assessment. Research in Higher Education, 44(2), 173–204.

    Article  Google Scholar 

  38. Hanushek, E. A. (1997). Assessing the effect of school resources on students’ performance: An update. Educational Evaluation and Policy Analysis, 19(2), 141–164.

    Article  Google Scholar 

  39. Hartman, D. E., & 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, 36(2), 197–217.

    Article  Google Scholar 

  40. Harvey, L., & Green, D. (1993). Defining quality. Assessment and Evaluation in Higher Education, 18(1), 9–34.

    Article  Google Scholar 

  41. Hatcher, L., Kryter, K., Prus, J. S., & Fitzgerald, V. (1992). Predicting college student satisfaction, commitment, and attrition from investment model constructs. Journal of Applied Social Psychology, 22(16), 1273–1296.

    Article  Google Scholar 

  42. Hermon, D. A., & Hazler, R. J. (1999). Adherence to a wellness model and perceptions of psychological well-being. Journal of Counseling and Development, 77(3), 339–343.

    Article  Google Scholar 

  43. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.

    Article  Google Scholar 

  44. Hussein, N., & Bahmani, S. (2012). Development of the student university satisfaction scale: Reliability and validity. Interdisciplinary Journal of contemporary research business, 4(3), 332–341.

    Google Scholar 

  45. Jones, S. (2009). Dynamics social norms and the unexpected transformation of women’s higher education. Social Sciences History, 33(3), 247–291.

    Google Scholar 

  46. Kristensen, K., Martensen, A., Gronholdt, L., & Elkildsen, J. K. (2000). Measuring student oriented quality in higher education: Application of the ECSI methodology. Sinergie Rapporti di Ricerca, 9, 371–383.

    Google Scholar 

  47. Lockheed, M. E., & Hanushek, E. A. (1994). Concepts of educational efficiency and effectiveness. In T. Husén & T. N. Postlethwaite (Eds.), International encyclopedia of education (2nd ed., Vol. 3, pp. 1779–1784). Oxford: Pergamon.

    Google Scholar 

  48. Love, B. J. (1993). Issues and problems in the retention of Black students in predominately White institutions of higher learning. Equity and Excellence in Education, 26(1), 27–37.

    Article  Google Scholar 

  49. Manoharan, P. K. (2009). Higher education. Delhi: A.P.H Publishing Corporation.

    Google Scholar 

  50. Martin, F. (2012). Perceptions of links between quality of life areas: Implications for measurement and practice. Social Indicators Research, 106(1), 95–107.

    Article  Google Scholar 

  51. Marzo-Navarro, M., Pedraja-Iglesias, M., & Rivera-Torres, M. P. (2005). Measuring customer satisfaction in summer courses. Quality Assurance in Education, 13(1), 53–65.

    Article  Google Scholar 

  52. Misanew, A., & Tadesse, M. (2014). Determinants of student and staff satisfaction with services at Dilla University, Ethiopia: Application of single and multilevel logistic regression analyses. Social Indicators Research, 119(3), 1571–1587.

    Article  Google Scholar 

  53. Moro-Egido, A. I., & Panades, J. (2010). An analysis of student satisfaction: Full-time vs. part-time students. Social Indicators Research, 96(2), 363–378.

    Article  Google Scholar 

  54. Muthen, B. O. (1998–2004). Mplus technical appendices. Los Angeles, CA: Muthen & Muthen.

  55. Muthén, B. (1984). A general structural equation model with dichotomous, ordered categorical and continuous latent variable indicators. Psychometrika, 49(1), 115–132.

    Article  Google Scholar 

  56. Muthén, B., & Satorra, A. (1995). Technical aspects of Muthén’s LISCOMP approach to estimation of latent variable relations with a comprehensive measurement model. Psychometrika, 60(4), 489–503.

    Article  Google Scholar 

  57. O’Neill, W. (1981). Education ideologies: Contemporary expressions of educational philosophy. Santa Monica, CA: Goodyear.

    Google Scholar 

  58. O’Neill, M. A., & Palmer, A. (2004). Importance–performance analysis: A useful tool for directing continuous quality improvement in higher education. Quality Assurance in Education, 12(1), 39–52.

    Article  Google Scholar 

  59. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

    Google Scholar 

  60. Pike, G. R. (1991). The effects of background, coursework, and involvement on students’ grades and satisfaction. Research in Higher Education, 32(1), 15–31.

    Article  Google Scholar 

  61. Pilcher, J. J. (1998). Affective and daily event predictors of life satisfaction in college students. Social Indicators Research, 43(3), 291–306.

    Article  Google Scholar 

  62. Ping, C. (1993). Accountability in higher education. The Ohio CPA Journal, 52(2), 11–18.

    Google Scholar 

  63. Pounder, J. (1999). Institutional performance in higher education: Is quality a relevant concept? Quality Assurance in Education, 7(3), 156–165.

    Article  Google Scholar 

  64. Rienzi, B., Allen, M., Sarmiento, Y., & McMillin, J. (1993). Alumni perception of the impact of gender on their university experience. Journal of College Student Development, 34(2), 154–157.

    Google Scholar 

  65. Ring, L., Höfer, S., McGee, H., Hickey, A., & O’Boyle, C. A. (2007). Individual quality of life: Can it be accounted for by psychological or subjective well-being. Social Indicators Research, 82(3), 443–461.

    Article  Google Scholar 

  66. Rodgers, T., & Ghosh, D. (2001). Measuring the determinants of quality in UK higher education: A multinomial logit approach. Quality Assurance in Education, 9(3), 121–126.

    Article  Google Scholar 

  67. Saunders, I. W., & Walker, M. (1991). TQM in tertiary education. International Journal of Quality and Reliability Management, 8(5), 91–102.

    Article  Google Scholar 

  68. Sirgy, M. J., Grzeskowiak, S., & Rahtz, D. (2007). Quality of college life (QCL) of students: Developing and validating a measure of well-being. Social Indicators Research, 80(2), 343–360.

    Article  Google Scholar 

  69. Sirgy, M. J., Lee, D. J., Grzeskowiak, S., Yu, G. B., Webb, D., & El Hasan, K. (2010). Quality of college life (QCL) of students: Further validation of a measure of well-being. Social Indicators Research, 99(3), 375–390.

    Article  Google Scholar 

  70. Srikanthan, G., & Dalrymple, J. (2003). Developing alternative perspectives for quality in higher education. International Journal of Educational Management, 17(3), 126–136.

    Google Scholar 

  71. Umbach, P. D., & Porter, S. R. (2002). How do academic departments impact student satisfaction? Understanding the contextual effects of departments. Research in Higher Education, 43(2), 209–233.

    Article  Google Scholar 

  72. Vaez, M., Kristenson, M., & Laflamme, L. (2004). Perceived quality of life and self-rated health among first-year university students’. Social Indicators Research, 68(2), 221–234.

    Article  Google Scholar 

  73. Van Petegem, K., Aelterman, A., Van Keer, H., & Rosseel, Y. (2008). The influence of student characteristics and interpersonal teacher behaviour in the classroom on student’s wellbeing. Social Indicators Research, 85(2), 279–291.

    Article  Google Scholar 

  74. Wallace, J. (1999). The case for students as customers. Quality Progress, 32(2), 47–51.

    Google Scholar 

  75. Welsh, J. F., & Dey, S. (2002). Quality measurement and quality assurance in higher education. Quality Assurance in Education, 10(1), 17–25.

    Article  Google Scholar 

  76. Yetim, U. (1993). Life satisfaction: A study based on the organization of personal projects. Social Indicators Research, 29(3), 277–289.

    Article  Google Scholar 

  77. Yetim, U. (2003). The impacts of individualism/collectivism, self-esteem, and feeling of mastery on life satisfaction among the Turkish university students and academicians. Social Indicators Research, 61(3), 297–317.

    Article  Google Scholar 

  78. Yu, G. B., & Lee, D. J. (2008). A model of quality of college life of students in Korea. Social Indicators Research, 87(2), 269–285.

    Article  Google Scholar 

Download references

Author information

Affiliations

Authors

Corresponding author

Correspondence to Lucio Masserini.

Rights and permissions

Reprints and Permissions

About this article

Verify currency and authenticity via CrossMark

Cite this article

Bini, M., Masserini, L. Students’ Satisfaction and Teaching Efficiency of University Offer. Soc Indic Res 129, 847–862 (2016). https://doi.org/10.1007/s11205-015-1141-0

Download citation

Keywords

  • Students’ satisfaction
  • University education
  • Educational offer
  • Structural equation models
  • Latent variables