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A formative model for measuring customer satisfaction with a degree course

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  • Giovanna Nicolini
  • Francesca De Battisti

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

Suggested Citation

  • Giovanna Nicolini & Francesca De Battisti, 2003. "A formative model for measuring customer satisfaction with a degree course," Departmental Working Papers 2003-023, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
    • Handle: RePEc:mil:wpdepa:2003-023
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