University Student Satisfaction: An Empirical Analysis

Autor/inn/en	Clemes, Michael D.; Gan, Christopher E. C.; Kao, Tzu-Hui
Titel	University Student Satisfaction: An Empirical Analysis
Quelle	In: Journal of Marketing for Higher Education, 17 (2008) 2, S.292-325 (34 Seiten)Infoseite zur Zeitschrift PDF als Volltext Verfügbarkeit
Sprache	englisch
Dokumenttyp	gedruckt; online; Zeitschriftenaufsatz
ISSN	0884-1241
Schlagwörter	Foreign Countries; Hypothesis Testing; Student Attitudes; Participant Satisfaction; Educational Experience; Higher Education; Ethnicity; Instructional Program Divisions; Undergraduate Study; Tuition; Institutional Characteristics; Reputation; Student Recruitment; New Zealand + Suchen Sie Ihr Suchwort? Ausland; Hypothesenprüfung; Hypothesentest; Schülerverhalten; Bildungserfahrung; Hochschulbildung; Hochschulsystem; Hochschulwesen; Ethnizität; Grundstudium; Unterweisung; Unterricht; Neuseeland
Abstract	The purpose of this research is to gain an empirical understanding of students' overall satisfaction with their academic university experiences. A hierarchal model is used as a framework for this analysis. Fifteen hypotheses are formulated and tested, in order to identify the dimensions of service quality as perceived by university students, to examine students' overall satisfaction with influential factors such as tuition fees (price) and university image, and to determine the impact of students' overall satisfaction on favourable future behavioural intentions. Students' perceptions of these constructs are compared using demographic factors such as gender, age, and ethnicity. Statistical support is found for the use of a hierarchical model, three primary dimensions, and ten sub-dimensions. In addition, the results support a relationship between service quality and price; service quality, image, and satisfaction; and satisfaction and favourable future behavioual intentions. However, there is no statistical support for a relationship between price and satisfaction. The results also suggest that students' perceptions of the constructs are primarily influenced by their ethnicity and year of study. The results of this analysis contribute to the service marketing theory by providing empirically-based insight into satisfaction and service quality constructs in the higher education sector. This study will assist higher education management developing and implementing a market-oriented service strategy, in order to achieve a high quality of service, enhance students' level of satisfaction and create favourable future behavioural intentions. (Contains 2 figures, 3 tables and 1 note.) (As Provided).
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Erfasst von	ERIC (Education Resources Information Center), Washington, DC
Update	2017/4/10