436
Views
23
CrossRef citations to date
0
Altmetric
Original Articles

Student Satisfaction Index in Portuguese Public Higher Education

&
Pages 795-808 | Published online: 22 Aug 2007

References

  • Anderson , E. and Fornell , C. 2000a . Foundations of the American customer satisfaction index . Total Quality Management , 11 ( 7 ) : S869 – 82 .
  • Anderson , E. and Fornell , C. 2000b . “ The Customer Satisfaction Index as a leading indicator ” . In Handbook of Service Marketing and Management , Edited by: Swartz , T. and Iacobucci , D. 255 – 67 . London : Sage Publications .
  • Anderson , E. , Fornell , C. and Lehmann , D. 1994 . Customer satisfaction, market share, and profitability: findings from Sweden . Journal of Marketing, , 58 : 53 – 66 . (July)
  • Berjoyo , A. and Moreno , C. Universidad y valor: escalas para medir el valor percibido por el alumno universitario . Proceedings of the XII Jornadas Luso-Espanholas de Gestão Cientifica . Vol. VI , pp. 466 – 75 . Covilhã : Organização de Empresas II .
  • Bruhn , M. and Grund , M. 2000 . Theory, development and implementation of national customer satisfaction indices: the Swiss Index of Customer Satisfaction (SWICS) . Total Quality Management , 11 ( 7 ) : S1017 – 28 .
  • CNAVES (Conselho Nacional de Avaliaão do Ensino Superior) . 2000 . Avaliação global do ensino superior , 1 Seminário Nacional
  • CQAEHE (Centre for Quality Assurance and Evaluation of Higher Education) and CNE (Comité National d'Evaluation) . 1998 . Evaluation of European education: a status report . Report prepared for the European Commission, DG XXII (September)
  • Dermanov , V. and Eklöf , J. 2001 . Using aggregate customer satisfaction index – challenges and problems of comparison with special reference to Russia . Total Quality Management , 12 ( 7–8 ) : 1054 – 63 .
  • ECSI Technical Committee . 1998 . European Customer Satisfaction Index: foundation and structure for harmonized national pilot project . Report prepared for the ECSI Steering Committee, October
  • EFQM . 1999 . Introducing excellence using the EFQM Excellence Model to improve performance, European Foundation for Quality Management Brochure
  • Eklöf , J. and Westlund , A. 1998 . Customer satisfaction index and its role in quality management . Total Quality Management, , 9 ( 4/5 ) : S80 – S85 .
  • Elliot , K. and Healy , M. 2001 . Key factors influencing student satisfaction related to recruitment and retention . Journal of Marketing for Higher Education, , 10 ( 4 ) : 1 – 12 .
  • Eskildsen , J. , Martensen , A. , Gronholdt , L. and Kristensen , K. Benchmarking student satisfaction in higher education based on the ECSI methodology. In . Proceedings of the TQM for Higher Education Institutions Conference: Higher Education Institutions and the Issue of Total Quality . pp. 385 – 402 . Verona 30–31 August
  • Fornell , C. 1992 . A national customer satisfaction barometer: the Swedish experience . Journal of Marketing, , 56 : 6 – 21 . (January)
  • Fornell , C. , Johnson , M. , Anderson , E. , Cha , J. and Bryant , B. 1996 . The American customer satisfaction index: nature, purpose, and findings . Journal of Marketing , 60 : 7 – 18 . (October)
  • Garcia , S. and Martinez , T. 2000 . “ Análisis de ecuaciones estructurales ” . In Técnicas de Análisis de Datos en Investigación de Mercados , Edited by: Luque Martinez , T. Edit. Madrid: Pirámide .
  • Hair , J. , Anderson , R. , Tatham , R. and Black , W. 1998 . “ Multivariate Data Analysis, ” . In , 5th edn , Upper Saddle River, NJ : Prentice-Hall .
  • Halstead , D. 1993 . Exploring the concept of retrieved expectations . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 6 : 56 – 62 .
  • Halstead , D. 1999 . The use of comparison standards in customer satisfaction research and management: a review and proposed typology . Journal of Marketing Theory and Practice , 7 ( 3 ) : 13 – 26 .
  • Hausknecht , D. 1990 . Measurement scales in consumer satisfaction/dissatisfaction . Journal of Consumer Dissatisfaction and Complaining Behavior , 3 : 1 – 11 .
  • Hayes , B. 1998 . “ Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods ” . In , 2nd edn , Milwaukee, WI : ASQ Quality Press .
  • Johnson , M. 1995 . The four faces of aggregation in customer satisfaction research . Advances in Consumer Research , 22 : 89 – 93 .
  • Johnson , M. , Anderson , E. and Fornell , C. 1995 . Rational and adaptive performance expectations in a customer satisfaction framework . Journal of Consumer Research, , 21 : 695 – 707 . (March)
  • Krahn , H. and Bowlby , J. 1997 . Good teaching and satisfied university graduates . The Canadian Journal of Higher Education , 27 ( 2/3 ) : 157 – 80 .
  • Kristensen , K. , Martensen , A. and Grønholdt , L. 2000 . Customer satisfaction measurement at post Denmark: results of application of the European Customer Satisfaction Index Methodology . Total Quality Management, , 11 ( 7 ) : S1007 – 15 .
  • Kyris , S. 1999 . Adoption and use of national CSIs at an organisational level: the case of the UK . Synopsis of MSc Dissertation, for the EFQM Thesis Award, Manchester School of Management
  • Lakatos , E. and Marconi , M. 1996 . “ Fundamentos de metodologia científica ” . In , 3rd edn rev. and expanded , São Paulo : Editora Atlas .
  • Landrum , E. , Turrisi , R. and Harless , C. 1998 . University image: the benefits of assessment and modeling . Journal of Marketing for Higher Education , 9 (1) : 53 – 68 .
  • LeBlanc , G. and Nguyen , N. 1997 . Searching for excellence in business education: an exploratory study of customer impressions of service quality . International Journal of Educational Management, , 11 ( 2 ) : 72 – 9 .
  • Licata , J. and Maxham , J. 1998 . Student expectations of the university experience: levels and antecedents for pre-entry freshmen . Journal of Marketing for Higher Education, , 9 ( 1 ) : 69 – 91 .
  • Martensen , A. , Grønholdt , L. , Eskildsen , J. and Kristensen , K. Measuring student oriented quality in higher education: application of the ECSI methodology. In . Proceedings from the TQM for Higher Education Conference 'Higher Education Institutions and the Issue of Total Quality . pp. 371 – 83 . Verona 30–31 August
  • Naumann , E. and Giel , K. 1995 . Customer Satisfaction Measurement and Management: Using the Voice of the Customer , Boise Idaho : Thomson Executive Press .
  • Oliver , R. 1977 . “ A theoretical reinterpretation of expectation and disconfirmation effects on posterior product evaluation: experience in the field ” . In Consumer Satisfaction, Dissatisfaction and Complaining Behavior , Edited by: Day , R. 2 – 9 . Bloomington, IN : School of Business, Indiana University .
  • Oliver , R. 1980 . A cognitive model of the antecedents and consequences of satisfaction decisions . Journal of Marketing Research , : 460 – 69 . 17 (November)
  • Oliver , R. 1997 . Satisfaction – A Behavioral Perspective on the Consumer , Irwin, NJ : McGraw-Hill .
  • Oliver , R. and Bearden , W. 1983 . The role of involvement in satisfaction processes . Advances in Consumer Research, , 10 : 250 – 55 .
  • Peterson , R. and Wilson , W. 1992 . Measuring customer satisfaction: fact and artefact . Journal of the Academy of Marketing Science , 20 ( 1 ) : 61 – 71 .
  • Ping , C. 1993 . Accountability in higher education . The Ohio CPA Journal , : 11 – 18 . (April)
  • Rosa , M. J. , Saraiva , P and Diz , H. 2000 . “ Um modelo de excelência para instituiçães de ensino superior, 1 ” . In Congresso Nacional da Qualidade 1 – 7 . Lisboa
  • Ryan , M. , Buzas , T. and Ramaswamy , V. 1995 . Making CSM a power tool: composite indices boost the value of satisfaction measures for decision making . Marketing Research , : 11 – 16 . (Summer)
  • Santos , S. 1995 . Tendências do ensino universitário em Portugal . Seminário Internacional Os Estudos Superiores em Macau , Macau
  • Taylor , S. 1996 . Consumer satisfaction with marketing education: extending services theory to academic practice . Journal of Consumer Satisfaction, Dissatisfaction and Complaining behaviour , 9 : 207 – 20 .
  • Webb , D. and Jagun , A. 1997 . Customer care, customer satisfaction, value, loyalty and complaining behavior: validation in a UK university setting . Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior , 10 : 139 – 51 .
  • Westbrook , R. and Oliver , R. 1981 . Developing better measures of consumer satisfaction: some preliminary results . Advances in Consumer Research , 8 : 94 – 9 .
  • Wilton , P. and Nicosia , F. 1986 . Emerging paradigms for the study of consumer satisfaction . European Research , 14 ( 1 ) : 4 – 11 .
  • Yavas , U. and Shemwell , D. 1996 . Graphical representation of university image: a correspondence analysis . Journal of Marketing for Higher Education , 7 ( 2 ) : 75 – 84 .
  • Zink , K. and Vob , W. The new EFQM excellence model and its impact on higher education institutions . Proceedings of the TQM for Higher Education Institutions Conference: Higher Education Institutions and the Issue of Total Quality . pp. 241 – 55 . Verona 30–31 August

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.