Understanding student satisfaction and dissatisfaction
An interpretive study in the UK higher education context
Bibliographic Data
| ID | 4098396 |
|---|---|
| Authors | Jacqueline Ann Douglas, Alex Douglas (0000-0002-5548-9208, Liverpool John Moores University, corresponding author), Alexander Douglas (0000-0001-9486-8991, Liverpool John Moores University), Robert James Mcclelland, Robert Mcclelland (0000-0003-0804-4385, Liverpool John Moores University), John Dwyfor Davies (0000-0002-1996-2109, University of Salford), John Davies (0000-0002-4847-1587) |
| Year | 2015 |
| Volume | 40 |
| Issue | 2 |
| Pages | 329-349 |
| Publication date | 2015-02-07 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Studies in Higher Education (JOURNAL) |
| Journal identifiers | ISSN: 0307-5079 • E-ISSN: 1470-174X |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/03075079.2013.842217 |
| OpenAlex | W2073804644 |
| Language | EN |
| Citations received | 26 |
| References cited | 27 |
This article represents a cross-sectional study of undergraduate students across two north-west university business schools in the UK. A purposefully designed questionnaire was collected from 350 students. The student experience was described in the form of hand-written narratives by first and final year students and had been identified by the respondents themselves as being satisfying or dissatisfying with the areas of teaching and learning and the supporting service environment. The study also assessed whether their experiences were likely to influence their loyalty behaviours with respect to remaining on their chosen course of study; recommending the university; and continuing at a higher level of study. The data were captured and analysed using the qualitative critical incident technique to capture the voice of the student and identified the critical determinants of quality within higher education, i.e. those areas that would influence loyalty behaviour, as being Access; Attentiveness; Availability; and Communication. A number of new determinants of quality have been identified out of the research by three independent judges, namely motivation, reward, social inclusion, usefulness, value for money and fellow student behaviour
Critical Incident Technique · Higher education · Loyalty · Medical education · Narrative · Pedagogy · Qualitative research · Social science · Sociology · Communication in Education and Healthcare · Customer Service Quality and Loyalty · Job Satisfaction and Organizational Behavior · Medicine · Psychology · Social Psychology · Marketing
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| Unique citing works | 26 |
|---|---|
| Citations per year | 2,6 |
| Citation span | 2016 - 2026 (11) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 25 |