Student Satisfaction with Learning Experience and Its Impact on Likelihood Recommending University: Net Promotor Score Approach

Like any business, universities realize the importance and relevance of customer satisfaction that leads to customer recommendations, which is vital to their long-term success, survival, and growth. This study examines university students’ satisfaction with various aspects of their college learning experience, recommending a university as measured by Net Promoter Score (NPS), and the influence of factors related to student satisfaction on the likelihood of recommending the university. The survey results, based on 220 responses from current students, identify students’ satisfaction with the factors included in the study, where students had the highest satisfaction with the attribute ‘feeling support by faculty and staff.’ The study also found that the NPS is -0.40, indicating that students are not likely to recommend this university to other potential students, where NPS varies by gender, class level, and major. In addition, a regression analysis identifies factors to predict the likelihood of recommending this university. These findings offer insights to university administrators for designing strategies to improve student satisfaction and procure recommendations.

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Work Title Student Satisfaction with Learning Experience and Its Impact on Likelihood Recommending University: Net Promotor Score Approach
Access
Open Access
Creators
  1. Musa Pinar
  2. Coleen Wilder
  3. Matthew Luth
  4. Tulay Girard
Keyword
  1. Higher education
  2. Student satisfaction
  3. Net promoter score
  4. Getting recommended
  5. University experience
License In Copyright (Rights Reserved)
Work Type Article
Publisher
  1. Journal of Higher Education Theory and Practice
Publication Date August 27, 2024
Publisher Identifier (DOI)
  1. https://doi.org/10.33423/jhetp.v24i8.7200
Deposited October 15, 2024

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Version 1
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  • Created
  • Added Student_Satisfaction___NPS__Pinar_et_al.__Formatted_for_JHETP.docx
  • Added Creator Tulay Girard
  • Added Creator Terry Ruhl
  • Added Creator Musa Pinar
  • Published
  • Updated
  • Updated Keyword, Publisher, Publisher Identifier (DOI), and 2 more Show Changes
    Keyword
    • Higher education, Student satisfaction, Net promoter score, Getting recommended, University experience
    Publisher
    • 2023 Association of Marketing Theory and Practice Proceedings
    • Journal of Higher Education Theory and Practice
    Publisher Identifier (DOI)
    • https://doi.org/10.33423/jhetp.v24i8.7200
    Description
    • Universities, just like any business, realize the importance and relevance of customer satisfaction that leads to recommendations from their customers, which is vital to their long-term success, survival, and growth. This study examines university students’ satisfaction with various aspects of their college learning experience, recommending a university as measured by Net Promoter Score (NPS), and the influence of factors related to student satisfaction on the likelihood of recommending the university. The results of the survey, based on 220 responses from current students, identifies students’ satisfaction with the factors included in the study, where students had the highest satisfaction with the attribute ‘feeling support by faculty and staff.’ The study also found that the NPS is -.40, indicating that students are not likely to recommend this university to other potential students, where NPS varied by gender, class-level, and majors. In addition, a regression analysis identifies factors to predict the likelihood of recommending this university. These findings offer insights to university administrators for designing strategies to improve student satisfaction and procure recommendations.
    • Like any business, universities realize the importance and relevance of customer satisfaction that leads to customer recommendations, which is vital to their long-term success, survival, and growth. This study examines university students’ satisfaction with various aspects of their college learning experience, recommending a university as measured by Net Promoter Score (NPS), and the influence of factors related to student satisfaction on the likelihood of recommending the university. The survey results, based on 220 responses from current students, identify students’ satisfaction with the factors included in the study, where students had the highest satisfaction with the attribute ‘feeling support by faculty and staff.’ The study also found that the NPS is -0.40, indicating that students are not likely to recommend this university to other potential students, where NPS varies by gender, class level, and major. In addition, a regression analysis identifies factors to predict the likelihood of recommending this university. These findings offer insights to university administrators for designing strategies to improve student satisfaction and procure recommendations.
    Publication Date
    • 2023-03-15
    • 2024-08-27
  • Deleted Creator Terry Ruhl
  • Updated Creator Tulay Girard
  • Updated Creator Musa Pinar
  • Added Creator Coleen Wilder
  • Added Creator Matthew Luth