Student satisfaction and dissatisfaction - a study in the higher education context
type: CreativeWork
description: This application for PhD by publication is the culmination of a series of investigations concerning the development of a conceptual model of student satisfaction with their higher education (HE) experience. The five core papers that sequentially contributed to knowledge are presented within this application, together with their supporting papers. In particular, the investigations focussed on what were the main determinants of student satisfaction utilising critical incident technique (CIT). New determinants of quality within higher education were identified as a result, namely motivation, praise/reward, social inclusion, usefulness, value for money and fellow student behaviour. The resultant research papers have made an original contribution to knowledge in the area of quality in HE. The rationale for using CIT to gather and analyse data was to investigate its effectiveness in triangulating with existing methods used in HE to measure student satisfaction. The CIT research was triggered by previous research that had developed and tested a student satisfaction questionnaire. CIT is used to gather data that is defined as ‘rich’. It is ideal when researching new areas. The questionnaire was based on the work of Sasser et al (1978) who proposed that service delivery consisted of a ‘bundle’ of goods and services, which incorporated distinct elements (the facilitating goods, the sensual service and the psychological service). The CIT survey instrument subsequently adopted, built upon the seminal work by Flanagan (1954) who developed it to assess the psychological impact (on pilots) when learning to fly. Both survey instruments were used to identify the determinants of quality in higher education from a student’s point of view and ultimately what was considered “critically critical” (Edvardsson & Nilsson-Wittel, 2004). An evaluation of teaching quality was carried out as part of this series during the mid-2000 era, and a comparison made of some of the existing measurement m…
abstract: This application for PhD by publication is the culmination of a series of investigations concerning the development of a conceptual model of student satisfaction with their higher education (HE) experience. The five core papers that sequentially contributed to knowledge are presented within this application, together with their supporting papers. In particular, the investigations focussed on what were the main determinants of student satisfaction utilising critical incident technique (CIT). New determinants of quality within higher education were identified as a result, namely motivation, praise/reward, social inclusion, usefulness, value for money and fellow student behaviour. The resultant research papers have made an original contribution to knowledge in the area of quality in HE. The rationale for using CIT to gather and analyse data was to investigate its effectiveness in triangulating with existing methods used in HE to measure student satisfaction. The CIT research was triggered by previous research that had developed and tested a student satisfaction questionnaire. CIT is used to gather data that is defined as ‘rich’. It is ideal when researching new areas. The questionnaire was based on the work of Sasser et al (1978) who proposed that service delivery consisted of a ‘bundle’ of goods and services, which incorporated distinct elements (the facilitating goods, the sensual service and the psychological service). The CIT survey instrument subsequently adopted, built upon the seminal work by Flanagan (1954) who developed it to assess the psychological impact (on pilots) when learning to fly. Both survey instruments were used to identify the determinants of quality in higher education from a student’s point of view and ultimately what was considered “critically critical” (Edvardsson & Nilsson-Wittel, 2004). An evaluation of teaching quality was carried out as part of this series during the mid-2000 era, and a comparison made of some of the existing measurement m…
author: Douglas, JA
keywords: LB2300 Higher Education
date published: 2015
date modified: 2026-07-24T06:30:03Z
provider: Liverpool Jon Moores University
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: Liverpool John Moores University

PropertyValue
property ID: DOI
value: 10.24377/LJMU.t.00004565