Measuring student satisfaction with the quality of services offered by universities - Central European view

Abstract

The study aims to determine whether the criteria for measuring the satisfaction of students with the quality of universities are identical in the following five selected countries of Central Europe - Czech Republic, Germany, Poland, Austria, and Slovakia. A focus group technique was carried out at the first stage to identify possible factors (criteria) for measuring the quality of the services offered by university as perceived by students. Next, a questionnaire was designed to determine the key factors and their relevance for measuring the satisfaction of students. The result of the analysis of variance implies that the set of criteria is perceived in much the same manner in the countries in question. It is, therefore, possible to unify the application of the set of criteria in the countries to measure student satisfaction with the quality of universities. Further research aft er this study will focus on creating a methodology for measuring student satisfaction with the quality of universities mainly in view of the dynamic development of and global increase in the competition between universities in tertiary education.