Measuring student satisfaction at a UK university
Abstract
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.
Keywords
Citation
Douglas, J., Douglas, A. and Barnes, B. (2006), "Measuring student satisfaction at a UK university", Quality Assurance in Education, Vol. 14 No. 3, pp. 251-267. https://doi.org/10.1108/09684880610678568
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited