Student satisfaction: the role of expectations in mitigating the pain of paying fees

Abstract

The objective of this study of student-consumers in higher education is to investigate the direct influence of student choice factors on student expectations. The mediating role of perceptions of employability in the relationship between costs of study (fees) and student satisfaction, and the outcome variable of students' recommendations, is examined in the study based on respondents' chosen U.K. higher education institution (HEI). The theoretical framework draws on cost-expectation-satisfaction assessment and expectation of employability after graduation. A survey sample of 11,822 respondents and 140 higher education institutions suggests university reputation, course design, service quality, and campus social life directly influence student expectations. Student expectations of choice factors mediate the relationship between the cost of study and satisfaction, and students' perceptions of employability after graduation mediate the relationship between the cost of study and the likelihood of making a recommendation to peers. The course design was the most influential factor impacting student expectations.

An Empirical Study of Potential Factors Impacting Student Satisfaction – A Study Focused on Students Living in the North of Albania and Attending Public Universities (Case: University of Shkodra, University of Tirana and the University of Medicine, Tirana

“…This finding aligns with the research conducted by professors at the University of Durrës (Neza & Llazo, 2023), as service quality is a factor with a positive effect on satisfaction. Similarly, articles by Mai (2005) and Khan (2020) present the same connection. Additionally, the course has a positive effect on student satisfaction.…”

“…Previous studies have examined the impact of quality or other characteristics of services on consumer satisfaction, including student satisfaction in higher education (Khan & Hemsley-Brown, 2020;Mulyono et al, 2020;Najimdeen et al, 2021). This study explores potential factors influencing student satisfaction, and its objective is divided into three parts.…”

The Analysis of Bursary Satisfaction and Learning Performance for Disadvantaged Students: A Case Study from Taiwan

“…Bursaries also help students feel more motivated and engaged in their studies. When students receive financial support for their education, they may feel more valued by the institution and more connected to their academic community [33]. Therefore, this study hypothesizes that: H2: Bursaries can reduce the financial pressure of studies and affect overall satisfaction with the program.…”

“…The bursary can help with educational outcomes as well. Many students struggle financially while they are at university [33]. Part-time jobs and a decent student loan can help, but many students have additional issues, such as student loans, rent, and other living necessities [34].…”

Social Media Marketing Activities as a Tool to Improve Student Satisfaction and Loyalty in Universities

“…Öğrenci memnuniyeti, günümüz rekabetçi eğitim pazarında üniversitelerin sürdürülebilir rekabet avantajı yaratmak için en önemli hedeflerinden birisidir (Arambewela & Hall, 2009). Öğrenci memnuniyeti, literatürde genel olarak tüketim temelli tanımlanmakta ve tüketicinin beklentisinin ürün tarafından karşılanması ile uyumlu olarak (Oliver, 1999), öğrencilerin aldıkları eğitime ve üniversitedeki diğer deneyimlerine ilişkin beklentilerinin aşılması durumunu ifade etmektedir (Khan & Hemsley-Brown, 2021). Tipik olarak bir üniversite için önemli olan öğrencilerinin eğitim deneyiminin akademik boyutudur (Elliott & Shin, 2002).…”