Quality Assessment of the University Educational Process: an Application of the ECSI Model

Bruno Chiandotto, Matilde Bini and Bruno Bertaccini
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Bruno Chiandotto: University of Florence
Matilde Bini: University of Florence
Bruno Bertaccini: University of Florence

A chapter in Effectiveness of University Education in Italy, 2007, pp 43-54 from Springer

Abstract: Summary In a university, students represent the final users as well as the principal actors of the formative services. A measure of their perceived quality is essential for planning changes that would increase the level of the quality of these services. This perceived quality is analysed in this paper with the ECSI (European Customer Satisfaction Index) methodology. The ECSI, which implements a structural equation model, is aimed to represent the satisfaction of the students with some latent variables gauged through a set of observable indicators. We extend the ECSI to the data obtained from graduates of the University of Florence employed one year after graduation.

Keywords: Customer satisfaction; ECSI; Structural equation models; University education (search for similar items in EconPapers)
Date: 2007
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DOI: 10.1007/978-3-7908-1751-5_4

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