The revamp of the National Student Survey (NSS) has led to the elimination of the final 'overall satisfaction' question for Higher Education Institutions in England. This paper develops an index approach that can effectively summarise student satisfaction, utilising a 'fuzzy poverty' methodology that assigns weights to dissatisfaction outcomes…

This study explores dissatisfaction and neutrality metrics from 12 years of a national-level undergraduate student survey. The notion of dissatisfaction is much less prevalent in the narratives surrounding student survey outcomes, and the underpinning metrics are seldom considered. This is despite an increasingly vociferous debate about…

Much has been written about myths and facts concerning teaching surveys completed by students at academic institutions. The myths usually emerge among faculty members based on their subjective point of view, personal experience, or intuitive interpretation of events. The following case study is the first of its kind, and it follows how academic…

Alumni associations are established by higher education institutions to formalise relationships with alumni, and to nurture alumni loyalty over time. This study investigates drivers of perceived value for an alumni association, and the effects that perceived value and satisfaction have on alumni loyalty. Data were collected from 1711 respondents…

The aim of this article is to examine the reasons for participation in courses that are offered by public education centers within the scope of lifelong learning, and the level of satisfaction of trainees, focusing on Hozat Public Education Center. Since the study aims at determining the reasons why trainees take part in the courses as well as…

Measures of student satisfaction are commonly used to compare universities. Student satisfaction with higher education institutions in the UK is assessed yearly using the National Student Survey (NSS). The most recent revision of the NSS suggests that the satisfaction questions form eight different subscales. The aim of this research was to…

Whilst the practitioner field around current student communications has developed in recent years, most published research still focuses either on prospective students, theoretical benefits of student communications or usage of individual channels of communication. This paper contributes to policy and practice by providing the first UK-wide look…

When the COVID-19 pandemic started in 2019, it affected all industries and businesses around the globe including education institutions. All schools and universities required closures to avoid the widespread of the virus, therefore the mechanism to continue teaching and learning was transformed into online method, known as Online Distance Learning…

Customer service and quality are driving forces in the business community. As higher educational institutions struggle for competitive advantages and high service quality, the evaluation of educational service quality is essential to provide motivation for and give feedback on the effectiveness of educational plans and their implementation.…

Arbitrary placing cut-offs in data, i.e. binning, is recognised as poor statistical practice. We explore the consequences of using arbitrary cut-offs in two large datasets, the National Student Survey (2019 and 2022). These are nationwide surveys aimed at capturing student satisfaction amongst UK undergraduates. For these survey data, it is common…

This study explores the relationship between satisfaction and engagement survey items through an institutionally based survey, drawing on the two largest higher education student experience surveys in the world. The UK-based National Student Survey (NSS) was designed to inform student choice and drive competition and the US-based National Survey…

The increasing prominence of neoliberal agendas in international higher education has led to greater weight being ascribed to student satisfaction, and the national surveys through which students evaluate courses of study. In this article, we focus on the evaluation of feedback processes. Rather than the transmission of information from teacher to…

Purpose: The present study explores a tricomponent attitude model for "forced" online learning applied in the post-COVID era following the online learning transition. The study aims to provide a reference for future practitioners in the event a similar crisis results in the mandatory transition towards this study mode again. Methodology:…

Purpose: The study aims to seek the factors affecting perceived online learning enjoyment among university students across Viet Nam. Design/methodology/approach: Based on the concept of the technology acceptance model (TAM), this research adopts structural equation modelling (SEM) to analyse data collected from 795 undergraduate students who have…

Nowadays, in the higher education sector, the quality measurement process of education-related services is assuming a crucial role to support focused and targeted improvement activities deeply centered on students' needs/necessities. These are considered crucial factors for dealing with the current academic competitive context. Therefore, the…