Student life is seemingly a web of interrelated activities and experiences. This article examines which aspects of a student's educational experience are more important in influencing student satisfaction. The findings suggest that “student centeredness” and “instructional effectiveness” are key determinants of how satisfied a student is with his/her overall educational experience. Implications are included that should help universities enhance student satisfaction and student retention.
Get full access to this article
View all access options for this article.
References
1.
AthiyamanA. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31(7), 528–540.
2.
BabinB. J., & GriffinM. (1998). The nature of satisfaction: An updated examination and analysis. The Journal of Business Research, 41, 127–136.
3.
BoltonR. N.KannanP. K., & BramlettM. D. (2000). Implications of loyalty program membership and service experiences for customer retention and value. Journal of Academy of Marketing Science, 28(1), 95–108.
4.
BrowneB. A.KaldenbergD. O.BrownW. B., & BrownD. (1998). Student as customer: Factors affecting satisfaction and assessments of institutional quality. Journal of Marketing for Higher Education, 8(3), 1–14.
5.
ChengY. C., & TamM. M. (1997). Multi-models of quality in education. Quality Assurance in Education, 5, 22–31.
6.
GrossmanR. P. (1999). Relational versus discrete exchanges: The role of trust and commitment in determining customer satisfaction. The Journal of Marketing Management, 9(2), 47–58.
7.
KotlerP., & FoxK. F. M. (1995). Strategic marketing for educational institutions. Englewood Cliffs, NJ: Prentice Hall.
8.
PattersonP. G.JohnsonL. W., & SprengR. A. (1997, Winter). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25, 4–17.
9.
SevierR. A. (1996, Spring). Those important things: What every college president needs to know about marketing and student recruiting. College & University, 9–16.
10.
SzymanskiD. M., & HenardD. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16–35.
11.
VorhiesD. W.RaoC. P., & KurtzD. (1998, Fall/Winter). A comparison of buyer trust in goods and services salespeople. The Journal of Marketing Management, 8, 78–94.