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Douglas, Jacqueline; McClelland, Robert; Davies, John – Quality Assurance in Education: An International Perspective, 2008
Purpose: The purpose of this paper is to introduce a conceptual model of student satisfaction with their higher education (HE) experience, based on the identification of the variable determinants of student perceived quality and the impact of those variables on student satisfaction and/or dissatisfaction with the overall student experience. The…
Descriptors: Undergraduate Students, Higher Education, Program Effectiveness, Student Experience
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Davies, John; Douglas, Alex; Douglas, Jacqueline – Quality Assurance in Education: An International Perspective, 2007
Purpose: The paper seeks to explore the effect of academic culture on the implementation of the European Foundation for Quality Management's (EFQM) Excellence Model in UK universities. Design/methodology/approach: A literature review reveals several aspects, which collectively define the academic culture in UK universities. These aspects were…
Descriptors: College Faculty, Foreign Countries, Universities, Case Studies
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Douglas, Jacqueline; Douglas, Alex; Barnes, Barry – Quality Assurance in Education: An International Perspective, 2006
Purpose: The purpose of this paper is to report on the design and use of a questionnaire to measure student satisfaction at Liverpool John Moores University's Faculty of Business and Law. Design/methodology/approach: The paper utilised the concept of the service-product bundle to design the survey questionnaire and then used SPSS and Quadrant…
Descriptors: Satisfaction, Undergraduate Students, Student Attitudes, Universities