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Understanding student/alumni satisfaction from a consumer's perspective: The effects of institutional performance and program outcomes

Understanding student/alumni satisfaction from a consumer's perspective: The effects of... The benefits of understanding and promoting student/alumni satisfaction are numerous. While this article draws on previous studies of the determinants of satisfaction in higher education, it has a different research focus. The study investigates the student/alumni satisfaction phenomenon in a consumer satisfaction framework. Results indicate that the formation of satisfaction judgments is a multidimensional process, and that the process is dependent on the degree of goal development that a student has for a particular aspect of his or her educational experience. If students have poorly formed goals for an aspect of education, they are likely to base their satisfaction judgments on institutional performance. If their goals are well formed, they are likely to base satisfaction judgments on the outcomes of the institutional performance. In general, however, student/alumni assessments of satisfaction with higher education are influenced by both the perceived quality of the service provider's performance and the perceived outcomes of that performance. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Research in Higher Education Springer Journals

Understanding student/alumni satisfaction from a consumer's perspective: The effects of institutional performance and program outcomes

Hartman, David; Schmidt, Sandra
Research in Higher Education , Volume 36 (2) – Sep 22, 2005
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References (55)

Publisher
Springer Journals
Copyright
Copyright
Subject
Education; Higher Education
ISSN
0361-0365
eISSN
1573-188X
DOI
10.1007/BF02207788
Publisher site
See Article on Publisher Site

Abstract

The benefits of understanding and promoting student/alumni satisfaction are numerous. While this article draws on previous studies of the determinants of satisfaction in higher education, it has a different research focus. The study investigates the student/alumni satisfaction phenomenon in a consumer satisfaction framework. Results indicate that the formation of satisfaction judgments is a multidimensional process, and that the process is dependent on the degree of goal development that a student has for a particular aspect of his or her educational experience. If students have poorly formed goals for an aspect of education, they are likely to base their satisfaction judgments on institutional performance. If their goals are well formed, they are likely to base satisfaction judgments on the outcomes of the institutional performance. In general, however, student/alumni assessments of satisfaction with higher education are influenced by both the perceived quality of the service provider's performance and the perceived outcomes of that performance.

Journal

Research in Higher Education – Springer Journals

Published: Sep 22, 2005

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