Experience Of Control And Student Satisfaction With Higher Education Services

Abstract

Although the delivery of satisfactory services is an important strategic goal in many colleges, students are known to face challenges and experience a significant amount of stress during their school life. This study proposes and tests students' experience of control over their college life as a promising factor that would enhance their satisfaction. The study adopts a structural equation modeling approach which examines the effects caused by cognitive control and behavioral control on students' experience of overall control over school life, and the effect of control on student satisfaction. Data were collected at a major college in South Korea. Three out of five hypotheses are supported and managerial implications are provided.