Measurement of student satisfaction in higher education

• Main Author: Gajić Jelena
• Format: Article
• Language: English
• Published: Srpsko udruženje za marketing 2011-01-01
• Series: Marketing (Beograd. 1991)
• Subjects: educational services; student satisfaction; loyalty; models of student satisfaction
• Online Access: http://scindeks-clanci.ceon.rs/data/pdf/0354-3471/2011/0354-34711101071G.pdf

Higher education institutions as equal participants in the contemporary market operations are intended to deliver value to its customers through improving the overall institutional performance. Factors and trends in the environment have a major impact on higher education and have significant implications for the quality of educational services. For many institutions of higher education, student satisfaction has remained 'trapped' in the departments where the acceptance and enrollment of freshmen was taking place. But the appearance of the Bologna Declaration initiated the need for the existence of a model of student satisfaction in order to control rates of student satisfaction (regarding education services, institutions, relationships, marketing and alumni activities). The quality of educational services through students' satisfaction and attitudes can be monitored by different methods / models of student satisfaction. The method of interviewing is the most common, but modern models suggest the need for consideration of various factors and aspects simultaneously.