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A Research Of China Higher Education Student Satisfaction Based On PLS-SEM Model

Posted on:2012-07-07Degree:DoctorType:Dissertation
Country:ChinaCandidate:H LiuFull Text:PDF
GTID:1117330335974178Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
With the popularization of higher education, higher education quality assessment and protection has been given wide concern by the society. However, for various reasons, the existing quality assessment entities in higher education are mainly Government, universities, academic authorities and the employment. The students' "consumer rights" haven't been paid enough attention to, neither has higher education student satisfaction model based on college students themselves been established. In addition, while the measurement model of service quality connotation, characteristics and customer satisfaction has been extensively researched in the commercial field, the study on higher education student satisfaction and its causality is very weak. Therefore, this research is of great theoretical and practical significance.The study is divided into four parts. The first part is theoretical study. Through the discussion on the development of quality of higher education, analysis of higher education in the service properties, characteristics and particularities of the customer, on the basis of service quality and customer satisfaction theory analysis on the connotation and evaluation of service quality of higher education, had an in-depth discussion on the connotation of higher education students'satisfaction and student satisfaction and its significance. The second part is the research on the model., referencing customer satisfaction index model of typical research results at home and abroad and using customer satisfaction index model research results, analyses the influencing factors of student satisfaction and builds student satisfaction index model and student satisfaction evaluation index system conformed to China's higher education service characteristics. Part III is a pre-testing study on conceptual model of student satisfaction. Through research on variables such as quality perception, reliability analysis of sample data and multicollinearity test, this part verifies whether the structure model of factors affecting quality perception is in line with the conceptual model. Part IV is an empirical research on the model of student satisfaction assessment based on student satisfaction data from 10 universities in Jiangsu province. Judging by the partial distribution feature of the student satisfaction data, using structure equation model on PLS technology, this part estimates and tests the conceptual model of student satisfaction, calculates student satisfaction index, researches the relationship between latent variables and explicit variables, analyses, by virtue of importance matrix, factors affecting student satisfaction, explores the model's general applicability to various students, and lastly, by value structure model, discusses the effect of students' individual basic property on the satisfaction model.The main conclusions of this research are as follow. School image has direct effect on student expectations and quality perception, insignificant but indirect effect on value perception, direct and indirect effect on student satisfaction, indirect reverse effect on student complaining, and insignificant but indirect effect on student loyalty; student expectations have direct effect on quality perception, direct and indirect effect on value perception and student satisfaction; quality perception has direct effect on value perception, direct and indirect effect on student satisfaction; value perception has direct effect on student satisfaction; student satisfaction has direct reverse effect on student complaining, direct and indirect effect on student loyalty; each of student expectations, quality perception and value perception has indirect reverse effect on student complaining, indirect positive impact on student loyalty; Among factors affecting the satisfaction, school image takes first place, quality perception takes second and value perception third. College students'individual basic property has more or less influence on each latent variable in higher education student satisfaction model. The conceptual model put forward in this study is universally applicable to all categories of student samples.According to this study, it's firmly believed that higher education should be aimed at constructing the system environment in which student satisfaction assessment is given added weight, stressing service quality of student perception, enhancing image construction and physical evidence, further reforming teaching and management modes and educating students in accordance with their aptitude in order to improve higher education student satisfaction and loyalty, enhance the competitiveness of each higher education institute.
Keywords/Search Tags:Higher Education, Service Quality, Student Satisfaction, Structural Equation Model, PLS
PDF Full Text Request
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