Measuring student satisfaction at a UK university

Purpose - The purpose of this paper is to report on the design and use of a questionnaire to measure student satisfaction at Liverpool John Moores University's Faculty of Business and Law.Design methodology approach - The paper utilised the concept of the service-product bundle to design the su...

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Bibliographic Details
Published in:Quality assurance in education 2006-01, Vol.14 (3), p.251-267
Main Authors: Douglas, Jacqueline, Douglas, Alex, Barnes, Barry
Format: Article
Language:English
Subjects:
Business schools
College students
Colleges & universities
Foreign Countries
Higher education
Likert Scales
Measurement techniques
Polls & surveys
Quality of education
Questionnaires
Satisfaction
School Holding Power
Service levels
Student Attitudes
Student Surveys
Students
Surveys
Undergraduate Students
United Kingdom
Universities
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Summary:Purpose - The purpose of this paper is to report on the design and use of a questionnaire to measure student satisfaction at Liverpool John Moores University's Faculty of Business and Law.Design methodology approach - The paper utilised the concept of the service-product bundle to design the survey questionnaire and then used SPSS and Quadrant Analysis to analyse the results to determine which aspects of the University's services were most important and the degree to which they satisfied the students.Findings - The most important aspects were those associated with teaching and learning, while the least important were those associated with the physical facilities.Practical implications - The concept of the service-product bundle is a valid and reliable tool for the design of a satisfaction survey and segments a University's service offering in such a way as to allow management to target resources at those areas that are perceived to be low satisfaction and high importance. The questionnaire can be utilised in most education establishments.Originality value - Utilising the concept service-product bundle places responsibility for questionnaire content and design firmly on the service provider rather than the user.
ISSN:0968-4883
1758-7662
DOI:10.1108/09684880610678568