Student Satisfaction as a Performance Indicator of Higher Education Institution
Modern performance measurement systems include customer satisfaction as an important performance indicator. From the standpoint of the Higher Education Institution (hereinafter HEI) in Serbia, key performance indicators are quality indicators used to assess the current situation; to identify service failures and to take on service recovery; to improve total quality of the institution and to determine the future development of the institution. In increasingly competitive and dynamic educational environment, the management of a HEI is aware of the importance of student satisfaction in the context of student motivation and retention, recommendations to potential freshmen, recruiting efforts and funding, as well as performance management. There are numerous direct and indirect indicators of student satisfaction. The main objective of this paper is to identify the parameters of educational process and non-teaching support that have the greatest impact on student satisfaction. Data analysis, conducted in this paper, provide information on the degree of student satisfaction and possible improvements in this area. This study uses standard and hierarchical regression to examine possible causes of student satisfaction. It is based on answers of 1541 students of the College of Professional Studies – Belgrade Polytechnic, collected during a four-year research.
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