A Review on Service Quality and Student Satisfaction of Higher Education

Part of the Advances in Intelligent and Soft Computing book series (AINSC, volume 158)

Abstract

This paper reviews the research on service quality of higher education and the successful experience of foreign student satisfaction measurement. Firstly, the author introduces the global trend and intensively competitive situation of higher education service. The important function of student satisfaction survey in higher education management is also mentioned. Secondly, the related notions of service quality and student satisfaction are discussed. Then, the qualitative and quantitative methods widely used in student satisfaction assessment are compared. Finally, the conclusions obtained by present research are summarized.

Keywords

Higher Education Service Quality Student Experience Student Satisfaction 

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. 1.
    Shank, M.D., Walker, M., Hayes, T.: Understanding Professional Service Expectation: Do We Know What Our Students Expect in a Quality Education. Journal of Professional Services Marketing 13(1), 71–89 (1995)CrossRefGoogle Scholar
  2. 2.
    Aldridge, S., Rowley, J.: Measuring customer satisfaction in higher education. Quality Assurance in Education 6(4), 197–204 (1998)CrossRefGoogle Scholar
  3. 3.
    Clewes, B.: A Student-centred Conceptual Model of Service Quality in Higher Education. Quality in Higher Education 9(1), 69–85 (2003)CrossRefGoogle Scholar
  4. 4.
    Brenders, D.A., Hope, P., Ninnan, A.: A systemic student-centred study of university service. Research in Higher Education 40(6), 665–685 (1999)CrossRefGoogle Scholar
  5. 5.
    Moro-Egido, A.I., Panades, J.: An Analysis of Student Satisfaction: Full-Time vs. Part-Time Students. Social Indicators Research 96, 363–378 (2010)CrossRefGoogle Scholar

Copyright information

© Springer-Verlag GmbH Berlin Heidelberg 2012

Authors and Affiliations

  1. 1.Department of Management and EconomicsTianjin UniversityTianjinChina

Personalised recommendations