TEN YEARS STUDENT SATISFACTION TRENDS ON THE QUALITY OF EDUCATIONAL PROCESS
Koviljka Banjević
Dragana Gardašević
Aleksandra Nastasić
College of Professional Studies - Belgrade Polytechnic, Katarine Ambrozić 3, Zvezdara, Belgrade, Serbia
DOI: https://doi.org/10.31410/Balkans.JETSS.2020.3.2.138-147
Koviljka Banjević
Dragana Gardašević
Aleksandra Nastasić
College of Professional Studies - Belgrade Polytechnic, Katarine Ambrozić 3, Zvezdara, Belgrade, Serbia
DOI: https://doi.org/10.31410/Balkans.JETSS.2020.3.2.138-147
Balkans Journal of Emerging Trends in Social Sciences, (2020) , Vol 3, No 2
ISSN: 2620-164X
ISSN: 2620-164X
Abstract: The success of the Higher Education Institution (HEI) mostly depends on student satisfaction, as satisfied students are the basis of institutional existence, its growth and development. The previous does not mean diminishing other institutional performance factors, but the final goal of all processes is to retain existing students and attract freshmen through continual improvement of student satisfaction. The main objective of this paper is to analyse critically the results of measuring student satisfaction in the College of Professional Studies – Belgrade Polytechnic, in relation to the actions taken to improve the educational process. The study included 56 variables of the educational process and non-teaching support, and until now sample was comprised of 3275 undergraduates. For this paper, the variables of the educational process are separated, and the impact of improvements on student satisfaction is analysed by using appropriate statistical tools. The conclusions of this study may contribute to previous, actual and/or future researches in this field, and may equally serve to other HEIs (that operate in a similar environment) as a basis for enhancing student satisfaction.
Keywords: Higher education, Assessment, Improvements.
JEL Classifications I23
REFERENCES
Aldridge, S. and Rowley, J. (1998). Measuring customer satisfaction in higher education. Quality
Assurance in Education, 6(4), 197–204.
Аthiyaman, A. (1997). Linking Student Satisfaction and Service Quality Perceptions: The Case of
University Education. European Journal of Marketing, 31(7), 528-540.
Banjević, K., Nastasić, A., & Rošulj, D. (2019), Liderstvo u funkciji budućnosti visokoškolskih
ustanova, Information Technologies for e-Education. Paper presented at XI International
Scientific-Professional Conference ITEO 2019, Aperion University, Banja Luka, December,
6.-7, 2019 (pp. 141-147). Banja Luka: Panevropski Univerzitet ‘’Aperion’’.
Douglas, J. and Douglas, A. (2006), Evaluating teaching quality. Quality in Higher Education,
12(1), 3-12.
Elliott, K. M. and Healy, M. A. (2001). Key Factors Influencing Student Satisfaction Related to
Recruitment and Retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Global Student Satisfaction Awards, Student Satisfaction - A 2019 Global Overview, Studyportals,
2019, https://studyportals.com/intelligence/global-student-satisfaction-2019/ p. 10.
Gruber, T., Fuß, S., Voss, R. and Gläser‐Zikuda, M. (2010), Examining student satisfaction with
higher education services: Using a new measurement tool, International Journal of Public
Sector Management, 23(2), 105-123. https://doi.org/10.1108/09513551011022474
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, 36(2), 197-217.
Harvey, L. (1995). Student Satisfaction. The New Review of Academic Librarianship, 1, 161-173.
Helgesen, Ø. and Nesset, E. (2007). Images, Satisfaction and Antecedents: Drivers of Student
Loyalty? A Case Study of a Norwegian University College. Corporate Reputation Review,
10, 38–59. doi: 10.1057/palgrave.crr.1550037
Henson, R. K. (2001). Understanding internal consistency reliability estimates: A conceptual
primer on coefficient alpha. Measurement and Evaluation in Counselling and Development,
34, 177-189.
James, R., Baldwin, G. & McInnis, C. (1999). Which University? The Factors Influencing the
Choices of Prospective Undergraduates. Melbourne: University of Melbourne, Centre for
the Study of Higher Education.
Lynch, K. (In Press) ’’New managerialism’’ in education: the organisational form of neoliberalism,
Open Democracy. https://www.opendemocracy.net/en/new-managerialism-in-education-
organisational-form-of-neoliberalism/
Marzo-Navarro, М., Iglesias, М. P. & Torres, P. R. (2005). Measuring Customer Satisfaction in
Summer Courses. Quality Assurance in Education, 13(1), 53-65.
Nastasić, A., Banjević, K., Gardašević, D. (2019). Student Satisfaction as a Performance Indicator
of Higher Education Institution. Journal of Innovative Business and Management, 11(2),
67-76. DOI: 10.32015/JIBM/2019-11-2-8.
Van Ameijde, D. J. J., Nelson, C. P., Billsberry, J, & Van Meurs, N. (2009), Improving Leadership
in Higher Education Institutions: A Distributed Perspective. Higher Education, 58(6), 763-
779.
Weerasinghe, I. S., Lalitha, R., & Fernando, S. (2017). Students’ Satisfaction in Higher Education
Literature Review. American Journal of Educational Research, 5(5), 533-539.
Zeithaml, V. A., M. J. Bitner, & D. D. Gremler (2008), Services Marketing – Integrating Customer
Focus Across the Firm”, 5th Edition. Boston: McGraw Hill.
ADDITIONAL READING
Regulation on standards for self-evaluation and quality assessment of higher education institutions
and study program. National Entity for Accreditation and Quality Assurance in Higher
Education in Serbia – NEAQA, https://www.nat.rs/en/self-evaluation/
Keywords: Higher education, Assessment, Improvements.
JEL Classifications I23
REFERENCES
Aldridge, S. and Rowley, J. (1998). Measuring customer satisfaction in higher education. Quality
Assurance in Education, 6(4), 197–204.
Аthiyaman, A. (1997). Linking Student Satisfaction and Service Quality Perceptions: The Case of
University Education. European Journal of Marketing, 31(7), 528-540.
Banjević, K., Nastasić, A., & Rošulj, D. (2019), Liderstvo u funkciji budućnosti visokoškolskih
ustanova, Information Technologies for e-Education. Paper presented at XI International
Scientific-Professional Conference ITEO 2019, Aperion University, Banja Luka, December,
6.-7, 2019 (pp. 141-147). Banja Luka: Panevropski Univerzitet ‘’Aperion’’.
Douglas, J. and Douglas, A. (2006), Evaluating teaching quality. Quality in Higher Education,
12(1), 3-12.
Elliott, K. M. and Healy, M. A. (2001). Key Factors Influencing Student Satisfaction Related to
Recruitment and Retention. Journal of Marketing for Higher Education, 10(4), 1-11.
Global Student Satisfaction Awards, Student Satisfaction - A 2019 Global Overview, Studyportals,
2019, https://studyportals.com/intelligence/global-student-satisfaction-2019/ p. 10.
Gruber, T., Fuß, S., Voss, R. and Gläser‐Zikuda, M. (2010), Examining student satisfaction with
higher education services: Using a new measurement tool, International Journal of Public
Sector Management, 23(2), 105-123. https://doi.org/10.1108/09513551011022474
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, 36(2), 197-217.
Harvey, L. (1995). Student Satisfaction. The New Review of Academic Librarianship, 1, 161-173.
Helgesen, Ø. and Nesset, E. (2007). Images, Satisfaction and Antecedents: Drivers of Student
Loyalty? A Case Study of a Norwegian University College. Corporate Reputation Review,
10, 38–59. doi: 10.1057/palgrave.crr.1550037
Henson, R. K. (2001). Understanding internal consistency reliability estimates: A conceptual
primer on coefficient alpha. Measurement and Evaluation in Counselling and Development,
34, 177-189.
James, R., Baldwin, G. & McInnis, C. (1999). Which University? The Factors Influencing the
Choices of Prospective Undergraduates. Melbourne: University of Melbourne, Centre for
the Study of Higher Education.
Lynch, K. (In Press) ’’New managerialism’’ in education: the organisational form of neoliberalism,
Open Democracy. https://www.opendemocracy.net/en/new-managerialism-in-education-
organisational-form-of-neoliberalism/
Marzo-Navarro, М., Iglesias, М. P. & Torres, P. R. (2005). Measuring Customer Satisfaction in
Summer Courses. Quality Assurance in Education, 13(1), 53-65.
Nastasić, A., Banjević, K., Gardašević, D. (2019). Student Satisfaction as a Performance Indicator
of Higher Education Institution. Journal of Innovative Business and Management, 11(2),
67-76. DOI: 10.32015/JIBM/2019-11-2-8.
Van Ameijde, D. J. J., Nelson, C. P., Billsberry, J, & Van Meurs, N. (2009), Improving Leadership
in Higher Education Institutions: A Distributed Perspective. Higher Education, 58(6), 763-
779.
Weerasinghe, I. S., Lalitha, R., & Fernando, S. (2017). Students’ Satisfaction in Higher Education
Literature Review. American Journal of Educational Research, 5(5), 533-539.
Zeithaml, V. A., M. J. Bitner, & D. D. Gremler (2008), Services Marketing – Integrating Customer
Focus Across the Firm”, 5th Edition. Boston: McGraw Hill.
ADDITIONAL READING
Regulation on standards for self-evaluation and quality assessment of higher education institutions
and study program. National Entity for Accreditation and Quality Assurance in Higher
Education in Serbia – NEAQA, https://www.nat.rs/en/self-evaluation/
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