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ERIC Number: EJ910821
Record Type: Journal
Publication Date: 2010-Dec
Pages: 19
Abstractor: As Provided
Reference Count: 75
ISSN: ISSN-0307-5079
Student Perceptions and Central Administrative Services: The Case of Higher Education in Italy
Arena, Marika; Arnaboldi, Michela; Azzone, Giovanni
Studies in Higher Education, v35 n8 p941-959 Dec 2010
In recent years, various reforms have sought to foster forms of marketisation in the Italian public sector, promoting the uptake of concepts such as customer satisfaction and perceived quality. In the field of higher education, such efforts have focused on certain specific areas, like quality of research and teaching, while the quality of administrative services has been overlooked. This article attempts to fill this gap by presenting a study on students' satisfaction with student central administrative services, conducted through a survey of 12,509 students in 18 Italian universities. The research is of value for two main reasons. First, it proposes and tests a method for analysing and comparing central administrative services quality that could be used in future work. Second, it investigates, on a large sample, the relation between overall satisfaction and two sets of variables: respondent characteristics and service quality attributes. These findings provide insights useful to both managers and policy makers for resource planning and ex-post evaluations. (Contains 7 tables and 1 figure.)
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Italy