Is there any authentic tool/questionnaire or survey method to measure the satisfaction level of students studying in any university, through which we could also measure whether the performance (including research work and all other administrative and teaching matters) of administration/leadership/management of that university is effective or declining?
In measuring the satisfaction level of the students studying in any university or institution, I think that, at least, the following dimension must be covered:
- Learning process
- Rggistration and Admission
- Cafeterias
- Transport
- Library services
- Non-academic activities
When I was the Director of Evaluation at Maharishi University of Management I used the Student Satisfaction Inventory (SSI) to measure overall student satisfaction.
Here is the website of the company that provides this and other useful instruments: https://www.ruffalonl.com/complete-enrollment-management/student-success/student-satisfaction-assessment/student-satisfaction-inventory
Good luck!
The following papers should be helpful to your topic, (please refer to those specific service quality measures/attributes):
- Angell, R. J., Heffernan, T. W. and Megicks, P. (2008). Service quality in postgraduate education. Quality Assurance in Education, 16, 3, pp. 236-254.
- Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31, 7, pp. 528-540.
- de Jager, J. and Gbadamosi, G. (2013). Predicting students’ satisfaction through service quality in higher education. The International Journal of Management Education, 11, 3, pp. 107-118.
The following attached materials may be useful for you and best wishes!:
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