A Longitudinal Study on the Students’ Satisfaction Index

Abstract

This study is a report of an ongoing research project of Assumption University in the attempt to examine the quality of performance offered to the undergraduate students. One dimension of educational quality is the ability to respond to student' needs. This is an important contribution to the overall image of the University. Hence, it is important to track their satisfaction level, in other words, university should examine whether the university could match the expectations of the students, This research project's objective was to compare the expectations and perceptions of students. Gaps between expectations and perceptions were measured to calculate the Students' Satisfaction Index representing the satisfaction level of one of the major stakeholders of the university. Instruction and lecturer, curriculum, supporting service, facility, and overall image aspects were measured based on the criteria and standards imposed by the government. The aspects were summarized in the overall aspect. The index was measured annually in order to keep track of the changed in the satisfaction level of the students toward the performance of the university. Data were collected from 2855 undergraduate students in 2009, 2290 undergraduate students in 2010, and 3175 undergraduate students in 2011. Satisfaction index scores (perception minus expectation) were calculated and compared over the years. Data were compared and contrasted among students in different level of study and faculties.