2014
DOI: 10.1080/03075079.2013.842217
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Understanding student satisfaction and dissatisfaction: an interpretive study in the UK higher education context

Abstract: 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 wheth… Show more

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Cited by 136 publications
(111 citation statements)
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References 26 publications
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“…Student satisfaction is generally agreed to be the extent to which students are enjoying their studies (Bedggood & Donovan, 2012). Student satisfaction is used 117 as a proxy for good teaching (Bedggood & Donovan, 2012), to rank universities on league tables, and by prospective students in their decision making (Douglas, Douglas, McClelland, & Davies, 2014). Satisfaction is not necessarily related to learning outcomes (Carbone, et al, 2014) but may correlate with engagement (Bolliger & Martindale, 2004).…”
Section: Literature Reviewmentioning
confidence: 99%
“…Student satisfaction is generally agreed to be the extent to which students are enjoying their studies (Bedggood & Donovan, 2012). Student satisfaction is used 117 as a proxy for good teaching (Bedggood & Donovan, 2012), to rank universities on league tables, and by prospective students in their decision making (Douglas, Douglas, McClelland, & Davies, 2014). Satisfaction is not necessarily related to learning outcomes (Carbone, et al, 2014) but may correlate with engagement (Bolliger & Martindale, 2004).…”
Section: Literature Reviewmentioning
confidence: 99%
“…Several studies have developed measurement tools to reveal the drivers for student satisfaction at undergraduate level (Douglas, McClelland & Davies, 2008;Douglas et al, 2014). For example, Douglas, McClelland & Davies (2008) introduced a conceptual model that used critical incident techniques to analyze student satisfaction.…”
Section: Understanding Student Satisfactionmentioning
confidence: 99%
“…Use of this technique allowed for making claims concerning the reliability of the judging process and the outcomes. 31 During the course of a one-week period, the panel rated the JCR LIS entries separately. The three analysts are all academic librarians possessing ALA-accredited master's degrees in LIS and 22 years' total combined experience as professional librarians.…”
Section: Research Questionsmentioning
confidence: 99%