Student satisfaction and quality of service in Italian universities
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 July 2006
Abstract
Purpose
In order to face the new competitive scenario, Italian universities are involved in a change process and are trying to adopt an entrepreneurial approach to better serve their customers/students. The paper aims to assess university performance by testing student satisfaction. It tries to provide universities with some solutions to improve its performance.
Design/methodology/approach
The case of the University of Bari has been analysed by interviewing a random (but well stratified) sample of students in order to test their satisfaction concerning services provided and quality perceived. Reasons why students decide to enrol at the University of Bari are also investigated.
Findings
Universities have to concentrate their efforts on the improvement of quality of teaching and non‐teaching services, in order to promptly respond to the target, and foster a stronger relationship with surrounding economic and productive systems.
Research implications/limitations
Universities need to adopt a customer centric approach. Future research should analyse the reform period experienced by the Italian University system, in order to investigate student satisfaction concerning recent changes. Moreover, a cross‐country analysis of student satisfaction, through the servqual questionnaire, would be interesting.
Practical implications
Student satisfaction at the University of Bari is higher for working students that are not interested in “additional” services. On the contrary, several improvements are perceived as urgent concerning non‐core services provided, in which regular students are very interested.
Originality/value
This paper provides a wide analysis of the services perception tested and viewed through student eyes.
Keywords
Citation
Petruzzellis, L., D'Uggento, A.M. and Romanazzi, S. (2006), "Student satisfaction and quality of service in Italian universities", Managing Service Quality: An International Journal, Vol. 16 No. 4, pp. 349-364. https://doi.org/10.1108/09604520610675694
Publisher
:Emerald Group Publishing Limited
Copyright © 2006, Emerald Group Publishing Limited