Measuring Students' Satisfaction (The Case of Post Graduate Education Students At Addis Ababa University)
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Date
2010-03
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Addis Ababa University
Abstract
This study applies service quality and customer satisfaction theory to the field of
education and particularly to postgraduate studies. The aim oj the research presented
here is to measure students' satisjaction at the Addis Ababa University across wide
ranging educational experiences. A sample oj J 26 students was considered and an
approach adopted fi-om student satisjaction inventory by Noel-Levitz and graduate
students satisjaction survey in European University was used in order to reach this aim,
and as the main approach in this thesis. The necessary data was gathered from selfadministered
questionnaire and interview made with the concerned party. Descriptive
method research was employed. The findings indicate that there is a high level oj
dissatisjaction among students and they are particularly unappreciative oj the
inji-astructural requirements and helpfitiness oj staff in various sections oj the university.
Areas oj satisjaction are also highlighted. There is evidence to confirm that some issues
raised in the jocus group discussion oj the strategic planning committee are being
addressed. Various strengths and weaknesses are identified by students. Whilst the
comprehensive range oj data produced is vel)' informative studems, inciicule Ihal Ih"
study should be shorter conducted continuously in juture.
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Keywords
customer satisfaction theory to the field of education