Publication details
Student satisfaction with quality of higher education services: students' and faculty management views
| Authors | |
|---|---|
| Year of publication | 2015 |
| Type | Article in Proceedings |
| Conference | Economic Challenges for Higher Education in Central and Eastern Europe |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | student satisfaction; higher education; quality |
| Description | In current dynamic environment and increased international competition, higher education (HE) institutions' success depends on quantity and quality of students they recruit and retain, which is influenced to a great extent by student satisfaction with the quality of their services. Thus, delivering quality services has become an important goal for the majority of HE institutions. To improve service quality, HE institutions should know what is important for students to be satisfied. If HE institutions’ management doesn’t possess reliable information on determinants of student satisfaction, they rely solely on their own views and assumptions in quality improvement process. But these assumptions may not correspond with the reality. The aim of this paper is to identify the degree of agreement on determinants of student satisfaction with HE institutions’ services from perspective of students and management. The paper presents results of qualitative research among students and management of chosen business and economic faculties at public HE institutions in the Czech Republic. |