Measuring business student satisfaction: a review and summary of the major predictors

References

• Aldridge , S. and Rowley , J. 1998 . Measuring customer satisfaction in higher education . Quality Assurance in Education , 6 ( 4 ) : 197 – 204 .
   Google Scholar
• Appleton-Knapp , S.L. and Krentler , K.A. 2006 . Measuring student expectations and their effects on satisfaction: The importance of managing student expectations . Journal of Marketing Education , 28 ( 3 ) : 254 – 264 .
   Google Scholar
• Athiyaman , A. 1997 . Linking student satisfaction and service quality in higher education: The case of university education . European Journal of Marketing , 31 ( 7 ) : 528 – 540 .
   Google Scholar
• Borden , V.M.H. 1995 . Segmenting student markets with a student satisfaction and priorities survey . Research in Higher Education , 36 ( 1 ) : 73 – 88 .
   Web of Science ®Google Scholar
• Browne , B.A. , Kaldenberg , D.O. , Browne , W.G.J. and Brown , D. 1998 . Students as customers: Factors affecting satisfaction and assessments of institutional quality . Journal of Marketing for Higher Education , 8 ( 3 ) : 1 – 14 .
   Google Scholar
• Cronbach , L.J. 1951 . Coefficient Alpha and the internal structure of tests . Psychometrika , 16 ( 13 ) : 297 – 334 .
   Google Scholar
• Cullen , J. , Joyce , J. , Hassall , T. and Broadbent , M. 2003 . Quality in higher education: From monitoring to management . Quality Assurance in Education , 11 ( 1 ) : 5 – 14 .
   Google Scholar
• Debnath , M.D. , Kumar , S. , Shankar , R. and Roy , R.K. 2005 . Students' satisfaction in management education: Study and insights . Decision , 32 ( 2 ) : 139 – 155 .
   Google Scholar
• Delaney , A. M. 2001 . Assessing undergraduate education from graduating seniors' perspective: Peer institutions provide the context . Tertiary Education and Management , 7 ( 3 ) : 255 – 276 .
   Google Scholar
• DeShields , O.W. Jr , Kara , A. and Kaynak , E. 2005 . Determinants of business student satisfaction and retention in higher education . International Journal of Educational Management , 19 ( 2 ) : 128 – 139 .
   Google Scholar
• Dillon , W.R. , Madden , T.J. and Firtle , N.H. 1993 . Essentials of marketing research , Boston , MA : Irwin .
   Google Scholar
• Douglas , D. , Douglas , A. and Barnes , B. 2006 . Measuring student satisfaction at a UK university . Quality Assurance in Education , 14 ( 3 ) : 251 – 267 .
   Google Scholar
• Douglas , J. , McClelland , R. and Davies , J. 2008 . The development of a conceptual model of student satisfaction with their experience in higher education . Quality Assurance in Education , 16 ( 1 ) : 19 – 35 .
   Google Scholar
• Elliot , K.M. 2002–2003 . Key determinants of student satisfaction . Journal of College Student Retention , 4 ( 3 ) : 271 – 279 .
   Google Scholar
• Elliot , K.M. and Shin , D. 2002 . Student satisfaction: An alternative approach to assessing this important concept . Journal of Higher Education Policy and Management , 24 ( 2 ) : 197 – 209 .
   Google Scholar
• Herzberg , F. , Mausner , B. and Snyderman , B.B. 1959 . Motivation to work , New York : Wiley .
   Google Scholar
• Johnston , R. 1995 . The determinants of service quality: Satisfiers and dissatisfiers . International Journal of Service Industry Management , 6 ( 5 ) : 53 – 71 .
   Google Scholar
• Keaveney , S.M. and Young , C.E. 1997 . The student satisfaction and retention model (SSRM) , Working Paper. University of Colorado at Denver .
   Google Scholar
• 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 – 79 .
   Google Scholar
• Mai , L. 2005 . A comparative study between UK and US: The student satisfaction in higher education and its influential factors . Journal of Marketing Management , 21 : 859 – 878 .
   Google Scholar
• Moller , O. 2006 . Student satisfaction survey: The Utrecht University approach . Tertiary Education and Management , 12 : 323 – 328 .
   Google Scholar
• Rapert , M.I. , Smith , S. , Velliquette , A. and Garretson , J.A. 2004 . The meaning of quality: Expectations of students in pursuit of an MBA . Journal of Education for Business, Sept/Oct , 80 ( 1 ) : 17 – 24 .
   Google Scholar
• Smerek , R.E. and Peterson , M. 2007 . Examining Herzberg's theory: Improving job satisfaction among non-academic employees at a university . Research in Higher Education , 48 ( 2 ) : 229 – 250 .
   Web of Science ®Google Scholar
• Sohail , M.S. and Shaikh , N.M. 2004 . Quest for excellence in business education: A study of student impressions of service quality . International Journal of Education Management , 18 ( 1 ) : 58 – 65 .
   Google Scholar
• Tam , M. 2001 . Measuring quality and performance in higher education . Quality in Higher Education , 7 ( 1 ) : 47 – 54 .
   Google Scholar
• Thomas , E.H. and Galambos , N. 2004 . What satisfies students? Mining student-opinion data with regression and decision-tree analysis . Research in Higher Education , 45 ( 3 ) : 251 – 269 .
   Web of Science ®Google Scholar
• Zeithaml , V.A. , Parasuraman , A. and Berry , L.L. 1990 . Delivering quality service: Balancing customer perceptions and expectations , New York : Free Press .
   Google Scholar