ERIC Number: ED388199
Record Type: Non-Journal
Publication Date: 1995-Nov-13
Reference Count: N/A
Disconfirmation Theory: An Approach to Student Satisfaction Assessment in Higher Education.
Franklin, Kathy Kramer; Shemwell, Donald W.
This study investigated student satisfaction at a comprehensive regional university using a questionnaire grounded in the disconfirmation theory of customer satisfaction. A total of 165 students enrolled in business courses were surveyed at the beginning of the semester regarding their expectations of the university, with 104 students completing follow-up questionnaires at the end of the semester on their actual experiences. Included in the follow-up questionnaire was the traditional satisfaction/dissatisfaction question (a Likert-type scale ranging from "strongly dissatisfied" to "strongly satisfied." Applying the disconfirmation process to the follow-up questionnaire indicated that 93.1 percent of the students surveyed were dissatisfied with their educational experience, while on the traditional question of satisfaction, 89.3 percent of the same students indicated that they were satisfied with their experience. These results clearly indicate a disparity between the disconfirmation approach to satisfaction assessment and the traditional method. Results also suggest that students' educational experience does not live up to their expectations of what an excellent university should offer. Two appendixes provide copies of the questionnaires. (Contains 21 references.) (MDM)
Publication Type: Reports - Research; Speeches/Meeting Papers; Tests/Questionnaires
Education Level: N/A
Authoring Institution: N/A