American Journal of Educational Research
ISSN (Print): 2327-6126 ISSN (Online): 2327-6150 Website: http://www.sciepub.com/journal/education Editor-in-chief: Ratko Pavlović
Open Access
Journal Browser
Go
American Journal of Educational Research. 2017, 5(5), 533-539
DOI: 10.12691/education-5-5-9
Open AccessLiterature Review

Students’ Satisfaction in Higher Education Literature Review

IM Salinda Weerasinghe1, , R. Lalitha1 and S. Fernando2

1Department of Business Management, Faculty of Management Studies, Rajarata University of Sri Lanka, Sri Lanka

2Department of Public Administration, Faculty of Management Studies and Commerce, University of Sri Jayewardenepura, Sri Lanka

Pub. Date: May 26, 2017

Cite this paper:
IM Salinda Weerasinghe, R. Lalitha and S. Fernando. Students’ Satisfaction in Higher Education Literature Review. American Journal of Educational Research. 2017; 5(5):533-539. doi: 10.12691/education-5-5-9

Abstract

Students’ satisfaction can be defined as a short-term attitude resulting from an evaluation of students’ educational experience, services and facilities. Earlier it was measured by common satisfaction frameworks but later higher education specify satisfaction models were developed. The objective of this review is to render all available constructive literature about students’ satisfaction with a sound theoretical and empirical background. Data were collected from refereed journals and conference papers, and are constructively analyzed from different point of views to filter a sound background for future studies. The first section of the paper discuss students’ satisfaction, satisfaction models and frameworks used by previous researchers around the world and second section explain the empirical findings of previous studies in real world context.

Keywords:
students’ satisfaction university facilities degree program university image higher education

Creative CommonsThis work is licensed under a Creative Commons Attribution 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

References:

[1]  Abdullah, F., 2006. Measuring service quality in higher education: HEdPERF versus SERVPERF. Marketing Intelligence and Planning, pp. 31-47.
 
[2]  Aigbavboa, C. & Thwala, W., 2013. A Theoretical Framework of Users’ Satisfaction/Dissatisfaction Theories and Models. Pattaya, 2nd International Conference on Arts, Behavioral Sciences and Economics Issues.
 
[3]  Aldridge, S. & Rowley, J., 1998. Measuring customer satisfaction in higher education. Quality Assurance in Education, 6(4), pp. 197-204.
 
[4]  Ali, F. et al., 2016. Does higher education service quality effect student satisfaction, image and Loyalty. Quality Assurance in Education, pp. 70-94.
 
[5]  Alves, H. & Raposo, M., 2010. The influence of university image on student behaviour. International journal of Educational Management, pp. 73-85.
 
[6]  Alvis, H. & Rapaso, M., 2006. Conceptual model of Student Satisfaction in Higher Education. Total Quality Management and Business Excellence, 17(9), p. 1261-1278.
 
[7]  Anderson, E., 1973. Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance. Journal of Marketing Research, 10(2), pp. 38-44.
 
[8]  Andrea, I. & Benjamin, S., 2013. University students' needs and satisfaction with their host city. Journal of Place Management and Development, 6(3), pp. 178-191.
 
[9]  Appleton-Knapp, S. & Krentler, K., 2006. Measuring student expectations and their effects on satisfaction: the importance of managing student expectations. Journal of Marketing Education, pp. 254-264.
 
[10]  Carey, K., Cambiano, R. & De Vore, J., 2002. Student to faculty satisfaction at a Midwestern university in the USA. pp. 93-97.
 
[11]  Carter, P., 2014. A CASE STUDY OF STUDENT SATISFACTION. s.l., Kyushu Sangyo University.
 
[12]  Carter, P., Kakimoto , E. & Miura, K., 2014. Investigating student satisfaction in an English communication course: A pilot study.. pp. 57-65.
 
[13]  Cassel, C. & Eklo, F., 2001. Modelling customer satisfaction and loyalty on aggregate levels – experience from the ECSI pilot study. In: Saint: s.n., pp. 307-1.
 
[14]  Clemes, M., Gan, C. & Kao, T., 2007. University student satisfaction: an empirical Analysis. Journal of Marketing for Higher Education, pp. 292-25.
 
[15]  Cronin, J. & Taylor, S., 1992. Measuring service quality: re-examination and extension. Journal of Marketing, pp. 55-68.
 
[16]  DeShields Jr, O. W., Ali, K. & Erdener, K., 2005. Determinants of business student satisfaction and retention in higher education: applying Herzberg's two-factor theory. International Journal of Educational Management, 19(2), pp. 128-139.
 
[17]  Douglas, J., Douglas, A. & Barnes, B., 2006. Measuring student satisfaction at a UK university. Quality Assurance in Education, pp. 251-267.
 
[18]  Elliot, K. & Shin, D., 2002. Student satisfaction: an alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, pp. 197-209.
 
[19]  Elliott, K. & Healy, M., 2001. Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, pp. 1-11.
 
[20]  Elliott, K. & Shin, D., 2002. Student satisfaction: an alternative approach to assessing this Important Concept. Journal of Higher Education Policy and Management,, pp. 97-109.
 
[21]  Escotet, M. A., 2012. Scholarly Blog. [Online] Available at: http://miguelescotet.com/2012/what-is-the-purpose-of-higher-education knowledge-or-utility/[Accessed 2 5 2017].
 
[22]  Farahmandian, S., Minavand, H. & Afshard, M., 2013. Perceived service quality and student satisfaction in higher education. Journal of Business and Management, pp. Volume 12, Issue 4 , PP 65-74.
 
[23]  Fortino, A., 2012. The Purpose of Higher Education: To Create Prepared Minds. [Online] Available at: https://evolllution.com/opinions/the-purpose-of-higher-education-to-create-prepared-minds/[Accessed 2 5 2017].
 
[24]  Garcl a-Aracil, A., 2009. European graduates’ level of satisfaction with higher education. Journal of Higher Education, 57(1), pp. 1-21.
 
[25]  Hanssen, T.-E. S. & Solvoll, G., 2015. The importance of university facilities for student satisfaction at a Norwegian University. Facilities, pp. 744-759.
 
[26]  Hon, w., 2002. Applying customer satisfaction theory to community college planning of student services. Insight in Student Services, p. Vol. 2.
 
[27]  Ilyas, M. & Arif, S., 2013. Quality of work-life model for teachers of private universities in. Quality Assurance in Education, pp. 282-298.
 
[28]  Jurkowitsch, S., Vignali, C. & Kaufmann, H.-R., 2006. A Student Satisfaction Model of Austrian Higher Education. Innovative Marketing, 2(3), pp. 9-21.
 
[29]  Kanan, H. M. & Baker, A. M., 2006. Student satisfaction with an educational administration preparation program. Journal of Educational Administration, 44(2), pp. 159-169.
 
[30]  Karna, S. & Julin, P., 2015. A framework for measuring student and staff satisfaction with university campus facilities. Quality Assurance in Education, pp. 47-61.
 
[31]  Khan, M. M., Ahmed, I. & Nawaz, M. M., 2011. Student’s Perspective of Service Quality in Higher Learning Institutions; An evidence Based Approach. International Journal of Business and Social Science, 2(11), pp. 159-164.
 
[32]  Kotler, P. & Keller, K., 2012. Marketing Management. NJ: Prentice Hall.
 
[33]  Kuh, G. & Hu, S., 2001. The effects of student-faculty interaction in the 1990s. Review of Higher Education, 24(3), pp. 309-332.
 
[34]  Malik, M. E., Danish, R. Q. & Usman, A., 2010. The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab. Journal of Management Research, pp. 1-11.
 
[35]  Martirosyan, N., 2015. An examination of factors contributing to student satisfaction in Armenian higher education. International Journal of Educational Management, - 29(2), pp. 177-191.
 
[36]  Marzo-Navarro, M., Iglesias, M. & Torres, M., 2005. A new management element for universities: satisfaction with the offered courses. International Journal of Educational Management, 19(6), pp. 505-526.
 
[37]  Mattila, A., Gradey, A. & Fisk, G., 2003. The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6(2), pp. 136-143.
 
[38]  Mattila, A. & O’Neill, J., 2003. Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States. Journal of Hospitality & Tourism Research, 27(3), pp. 328-341.
 
[39]  Mukhtar, U., Anwar, S., Ahmed, U. & Baloch, M. A., 2015. Factors effecting the service quality of public and private sector universities comparatively: an empirical investigation. Arts, Science & Commerce, pp. 132-142.
 
[40]  Nasser, R., Khoury, B. & Abouchedid, K., 2008. University students’ knowledge of services and programs in relation to satisfaction. Quality Assurance in Education, 16(1), pp. 80-97.
 
[41]  Navarro, M. M., Iglesias, M. P. & Torres, P. R., 2005. A new management element for universities: satisfaction with the offered courses. International Journal of Educational Management, 19(6), pp. 505-526.
 
[42]  Oliver, R., 1997. Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw-Hill.
 
[43]  Olson, J. & Dover, P., 1979. Disconfirmation of consumer expectations through product trial. Journal of Applied Psychology, Volume 64, pp. 179-189.
 
[44]  Palacio, A. B., Meneses, G. D. & Perez Perez, P. J., 2002. The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), pp. 486-505.
 
[45]  Palacio, A., Meneses, G. & Perez, P., 2002. The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), pp. 486-505.
 
[46]  Parasuraman, A., Berry, L. & Zeithaml, V., 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing, pp. 41-50.
 
[47]  Parayitam, S., Desail, K. & Phelps, L., 2007. The Effect of Teacher Communication and Course Content On Student Satisfaction and Effectiveness. Academy of Educational Leadership Journal, 11(3), p. 16.
 
[48]  Petruzzellis, L., D’Uggento, A. M. & Romanazzi, S., 2006. Student satisfaction and quality of service in Italian universities. Managing Service Quality, pp. 349-364.
 
[49]  Pathmini, M., Wijewardhena, W., Gamage, C. & Gamini, L., 2014. Impact of Service Quality on Students’ Satisfaction in Newly Established Public Sector Universities in Sri Lanka: Study Based on The Faculty of Management Studies. Journal of Management Matters, pp. 51-64.
 
[50]  Peyton, R., Pitts, S. & Kamery, H., 2003. Consumer Satisfaction/Dissatisfaction (CS/D): A Review of the Literature Prior to the 1990s. s.l., Proceedings of the Academy of Organizational Culture.
 
[51]  Rad, A. & Yarmohammadian, M., 2006. A study of relationship between managers’ leadership style and employees’ job satisfaction. Leadership in Health Services, pp. 11-26.
 
[52]  Richardson, J., 2005. Instruments for obtaining student feedback: a review of the literature. Assessment and Evaluation in Higher Education, pp. 387-415.
 
[53]  Richardson, J., 2005. Instruments for obtaining student feedback: a review of the literature. Assessment and Evaluation in Higher Education, 30(4), pp. 387-415.
 
[54]  Robbins, S. P., Judge, T. A. & Vohora, N., 2014. Attitude and Satisfaction. In: Organizational Behaviour. Delhi: Prentice Hall, pp. 64-89.
 
[55]  Saif, N. I., 2014. The Effect of Service Quality on Student Satisfaction: A Field Study for Health Services Administration Students. International Journal of Humanities and Social Science, pp. 172-181.
 
[56]  Sawyerr, P. T. & Yusof, N. A., 2013. Student satisfaction with hostel facilities in Nigerian polytechnics. Journal of Facilities Management, 11(4), pp. 306-322.
 
[57]  Shaltoni, A. M., Khraim, H., Abuhama, A. & Amer, M., 2015. Exploring students’ satisfaction with universities’ portals in developing countries: A Cultural Perspective. The International Journal of Information and Learning Technology, pp. 82-93.
 
[58]  Shuxin, G., Fei, T., Jiannan, G. & Yang, S., 2014. The construction of college student’s satisfaction model based on structural equation model. Journal of Chemical and Pharmaceutical Research, 6(6), pp. 164-169.
 
[59]  Sigala, M. & Sakellaridis, O., 2004. Web users’ cultural profiles and e-service quality: internationalization implications for tourism websites. Information Technology and Tourism, pp. 13-22.
 
[60]  Sojkin, B., Bartkowiak, P. & Skuza, A., 2012. Determinants of higher education choices and student satisfaction: the case of Poland. Higher Education, 63 (5), pp. 565-81.
 
[61]  Vavra, T. G., 1997. Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs. Americal Society for Quality, pp. 44-60.
 
[62]  Voss, R., 2009. Studying critical classroom encounters: The experiences of students in German college education. Quality Assurance in Education, pp. 156-173.
 
[63]  Waugh, R. F., 2002. Academic staff perceptions of administrative quality at universities. Journal of Educational Administration, 40(2), pp. 172-188.
 
[64]  Wilkins, S. & Balakrishnan, M. S., 2013. Assessing student satisfaction in transnational higher education. International Journal of Educational Management, pp. 146-153.
 
[65]  Yusoff, M., McLeay, F. & Woodruffe-Burto, H., 2015. Dimensions driving business student satisfaction in higher education. Quality Assurance in Education, pp. 86-104.