TITLE:
Determinants of the Satisfaction of Students Studying in Private Universities—Application of Kano Model
AUTHORS:
P. Venkateswarlu, Sanjeev Malaviya, Muddu Vinay
KEYWORDS:
Satisfaction, Kano Model, Loyalty
JOURNAL NAME:
Theoretical Economics Letters,
Vol.10 No.1,
January
17,
2020
ABSTRACT: The satisfaction of the students at university is in
general interpreted as the happiness and contentment that students experience
when their needs and expectations are fulfilled. This paper is aimed at
understanding the factors that influence the students’ satisfaction using Kano
model of customer satisfaction as the basic premise. The survey was conducted
amongst 193 students studying at the private universities in Uttarakhand state.
The results indicated that the key determinants of satisfaction for the
students studying at the private universities included the qualified and
knowledgeable faculty resources that private universities attract, and the
world class infrastructure with state of the art technology for academic
delivery. Only aspect that students have shown slight dissatisfaction towards
was the cost of the program which is an important factor to be considered.