An Evaluation of the Student Satisfaction Based on CUB Models

Abstract

In 2009 the Faculty of Economics of Foggia started a project called “Analisi della student satisfaction” with the aim of creating an internal quality control system based on students’ feedback. Every year a customer satisfaction survey is carried out, where all students attending lectures are asked to evaluate the services provided. This paper presents an evaluation of the student satisfaction over the last two academic years. In order to understand the level of satisfaction and the psychological mechanism behind the students’ evaluation process an approach based on CUB models is adopted. At the end, multidimensional scaling (MDS) techniques were used to investigate the existence of student subgroups with similar attitudes towards the Faculty’s services and the overall satisfaction, highlighting the eventually presence of similarities with the latent variables estimated by CUB models.