Evaluation of student satisfaction using the importance-satisfaction analysis: a case study of economics and administration faculty of Qafqaz University

Akhundov, Hikmat; Fernandes, Paula Odete

http://hdl.handle.net/10198/21769

Use this identifier to reference this record.

Name:	Description:	Size:	Format:
Hikmat_Acacia 2017.pdf		53.89 MB	Adobe PDF	Download

Send Feedback

Authors

Akhundov, Hikmat

Fernandes, Paula Odete

Abstract(s)

Global economic recession era places serious pressure on private Higher Education Institutions (HEI), which resulted as decrease in the university spending`s budget. Therefore, HEI forced to develop more competitive ways to find new financial resources for rapid technological and organizational changes (Savsar, 2012). The purpose of this study is to implement Importance Satisfaction Analysis (IPA) matrix to evaluate the student`s satisfaction and assess importance of different attributes in terms of student`s perception. The students that participated in this study enrolled in the academic year, 2015/2016, in the Economics and Administration Faculty-Qafqaz University. In order to perform study, survey method applied to collect the data and number of received valid questionnaire were 266. Descriptive analysis used to identify profile of respondents, also find satisfaction and importance degree for each attributes. To evaluate differences between groups, built association between variables, find relation between variables and answering to the research hypothesis an inferential analysis was performed. Moreover, IPA matrix was being used to explore the attributes that needs improvement that perceived as attributes that are more important for the students. The result showed that generally students are satisfied with service quality offered by HEI on sample of the Qafqaz University. IPA matrix highlighted the main attributes, which performs well, namely Academic Services and Teaching aspects, and in another hand needs to concentrate in Undergraduate program and External Relations. In addition, research found that loyalty of students is very low and there is a negative correlation between loyalty and satisfaction.

Keywords

Importance-satisfaction analysis Customer satisfaction Service quality Higher education institution Students

URI

http://hdl.handle.net/10198/21769

Citation

Akhundov, Hikmat; Fernandes, Paula O. (2017). Evaluation of student satisfaction using the importance-satisfaction analysis: a case study of economics and administration faculty of Qafqaz University. In XXI Congreso Internacional de Investigación en Ciencias Administrativas: La Cooperación y Nuevos Enfoques Estratégicos ante la Complejidad del Entorno Empresarial Globalizado. México: Puerto Vallarta. p. 415-441. ISBN 978-607-8153-43-5