A formative model for measuring customer satisfaction with a degree course

Giovanna Nicolini and Francesca De Battisti ()

Departmental Working Papers from Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano

Abstract: 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

Date: 2003-01-01
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Persistent link: https://EconPapers.repec.org/RePEc:mil:wpdepa:2003-23

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