A formative model for measuring customer satisfaction with a degree course
This paper proposes an index founded on objective expectations, with the aim of measuring the CS of a service such as "a university degree course" (DC) provided by the Italian universities. In fact the "quality of university teaching" has been tested for many years now submitting a questionnaire to the students attending the courses and present at the end of each course; the questionnaire is divided into four dimensions: particular organisation of the teaching, characteristics of the teaching, characteristics of the exercises, general organisation of the teaching within the overall degree course
Year of publication: |
2003-01-01
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Authors: | Nicolini, Giovanna ; Battisti, Francesca De |
Institutions: | Dipartimento di Economia, Management e Metodi Quantitativi (DEMM), Università degli Studi di Milano |
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