178
Views
7
CrossRef citations to date
0
Altmetric
Articles

Using expectations and satisfaction to measure the frontiers of efficiency in public universities

, &
Pages 339-353 | Received 20 Apr 2014, Accepted 14 Oct 2014, Published online: 13 Nov 2014

References

  • Alves, H., & Raposo, M. (2007a). Student satisfaction index in Portuguese public higher education. The Service Industries Journal, 27, 795–808.10.1080/02642060701453288
  • Alves, H., & Raposo, M. (2007b). Conceptual model of student satisfaction in higher education. Total Quality Management & Business Excellence, 18, 571–588.
  • Arnett, D., German, S., & Hunt, S. (2003). The identity salience model of relationship marketing success: The case of nonprofit marketing. Journal of Marketing, 67, 89–105.10.1509/jmkg.67.2.89.18614
  • Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: The case of university education. European Journal of Marketing, 31, 528–540.10.1108/03090569710176655
  • Avkiran, N. (1999). An application reference for data envelopment analysis in branch banking: Helping the novice researcher. International Journal of Bank Marketing, 17, 206–220.10.1108/02652329910292675
  • Bresser, R. (1984). Structural dimensions of university departments and their context: The case of West Germany. Organization Studies, 5, 119–146.10.1177/017084068400500202
  • Charnes, A., Cooper, W., & Rhodes, E. (1978). Measuring the efficiency of decision making units. European Journal of Operational Research, 2, 429–444.10.1016/0377-2217(78)90138-8
  • Cooper, W., Seiford, L., & Tone, K. (2000). Data envelopment analysis: A comprehensive text with models, applications, references and DEA-Solver software. Boston, MA: Kluwer Academic.
  • Cooper, W., Seiford, L., & Tone, K. (2006). Introduction to data envelopment analysis and its uses. New York, NY: Springer.
  • Dejaeger, K., Goethals, F., Giangreco, A., Mola, L., & Baesens, B. (2012). Gaining insight into student satisfaction using comprehensible data mining techniques. European Journal of Operational Research, 218, 548–562.10.1016/j.ejor.2011.11.022
  • DeShields, O. W., Jr, Kara, A., & Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: Applying Herzberg’s two-factor theory. International Journal of Educational Management, 19, 128–139.
  • Elliott, K. M., & Healy, M. A. (2001). Key factors influencing student satisfaction related to recruitment and retention. Journal of Marketing for Higher Education, 10, 1–11.10.1300/J050v10n04_01
  • Elliott, K. M., & Shin, D. (2002). Student satisfaction: An alternative approach to assessing this important concept. Journal of Higher Education Policy and Management, 24, 197–209.10.1080/1360080022000013518
  • Fandel, G. (2007). On the performance of universities in North Rhine-Westphalia, Germany: Government’s redistribution of funds judged using DEA efficiency measures. European Journal of Operational Research, 176, 521–533.10.1016/j.ejor.2005.06.043
  • Grace, D., Weaven, S., Bodey, K., Ross, M., & Weaven, K. (2012). Putting student evaluations into perspective: The course experience quality and satisfaction model (CEQS). Studies in Educational Evaluation, 38, 35–43.10.1016/j.stueduc.2012.05.001
  • Grönroos, C., & Ojasalo, K. (2004). Service productivity: Towards a conceptualization of the transformation of inputs into economic results in services. Journal of Business Research, 57, 414–423.10.1016/S0148-2963(02)00275-8
  • Hair, J., Jr, Babin, B., Money, A., & Samouel, P. (2003). Essentials of business research methods. Hoboken, NJ: Wiley.
  • Halstead, D., Hartman, D., & Schmidt, S. (1994). Multisource effects on the satisfaction formation process. Journal of the Academy of Marketing Science, 22, 114–129.10.1177/0092070394222002
  • Hardy, C. (1990). Strategy and context: Retrenchment in Canadian universities. Organization Studies, 11, 207–237.10.1177/017084069001100203
  • Husain, N., Abdullah, M., & Kuman, S. (2000). Evaluating public sector efficiency with data envelopment analysis (DEA): A case study in Road Transport Department, Selangor, Malaysia. Total Quality Management, 11, 830–836.10.1080/09544120050008282
  • Johnes, J. (2006). Data envelopment analysis and its application to the measurement of efficiency in higher education. Economics of Education Review, 25, 273–288.10.1016/j.econedurev.2005.02.005
  • Jongbloed, B., Enders, J., & Salerno, C. (2008). Higher education and its communities: Interconnections, interdependencies and a research agenda. Higher Education, 56, 303–324.10.1007/s10734-008-9128-2
  • Kantabutra, S., & Tang, J. (2010). Efficiency analysis of public universities in Thailand. Tertiary Education and Management, 16, 15–33.10.1080/13583881003629798
  • Mainardes, E., Alves, H., & Raposo, M. (2013). Portuguese public university student satisfaction: A stakeholder theory-based approach. Tertiary Education and Management, 19, 353–372.10.1080/13583883.2013.841984
  • Ping, C. (1993). Accountability in higher education. The Ohio CPA Journal, 52(2), 11–18.
  • Rautopuro, J., & Vaisanen, P. (2000, September 20–23). ‘Keep the customer satisfied’. A longitudinal study of students’ emotions, experiences and achievements at the University of Joensuu. Paper presented at The European Conference on Educational Research, Edinburgh.
  • Rowlinson, M., Booth, C., Clark, P., Delahaye, A., & Procter, S. (2010). Social remembering and organizational memory. Organization Studies, 31, 69–87.10.1177/0170840609347056
  • Sarrico, C., & Dyson, R. (2000). Using DEA for planning in UK universities: An institutional perspective. Journal of the Operational Research Society, 51, 789–800.
  • Scheerens, J. (2000). Improving school effectiveness. Paris: UNESCO.
  • Sporn, B. (1996). Managing university culture: An analysis of the relationship between institutional culture and management approaches. Higher Education, 32, 41–61.10.1007/BF00139217
  • Taylor, S. (1996). Consumer satisfaction with marketing education: Extending services theory to academic practice. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 9, 207–220.
  • Webb, D., & 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, 139–151.
  • Weick, K. (1976). Educational organizations as loosely coupled systems. Administrative Science Quarterly, 21, 1–19.10.2307/2391875
  • Youn, J., & Park, K. (2009). University development models and efficiency analysis. Journal of Service Science, 1, 9–30.10.1007/s12927-009-0002-2
  • Zhu, J. (2009). Quantitative models for performance evaluation and benchmarking: Data envelopment analysis with spreadsheets (2nd ed.). New York, NY: Springer.10.1007/978-0-387-85982-8

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.