Acta Univ. Agric. Silvic. Mendelianae Brun. 2019, 67(4), 1049-1060 | DOI: 10.11118/actaun201967041049

Criteria of Satisfaction with Universities from the Perspective of Czech Students: A Qualitative Research Study

Růžena Lukášová1, Daria Kuchařová2
1 Department of Public Economics, Faculty of Economics and Administration, Masaryk University, Lipová 41a, 602 00 Brno, Czech Republic
2 Central European Institute of Technology, Masaryk University, Kamenice 753/5, 625 00 Brno, Czech Republic

The environment in which current universities operate is globalized and highly competitive, both nationally and internationally. To succeed in this environment, the issue of student satisfaction as a factor that determines the loyalty of students and is also an important indicator of the quality of a university is of prime interest to universities. Research interests of researchers who deal with university management then focus on identifying students' expectations and criteria of their satisfaction with universities. The objective of the research presented in the article was to identify the criteria of satisfaction with universities from the perspective of Czech students of economy-oriented study programs. Using the qualitative research methods, the following general categories of student satisfaction criteria were identified: academic quality, organization of teaching and the attitude of the study department, organizational climate, facilities and equipment of a faculty, library services, catering services, and faculty reputation. The identified categories and their corresponding attributes can serve as the basis for practical reflection on improving the quality of services provided by universities as well as the basis for developing a tool to measure student satisfaction.

Keywords: service quality, customer satisfaction, higher education institutions, criteria of students' satisfaction

Received: October 17, 2018; Accepted: May 30, 2019; Published: August 26, 2019  Show citation

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Lukášová, R., & Kuchařová, D. (2019). Criteria of Satisfaction with Universities from the Perspective of Czech Students: A Qualitative Research Study. Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, 67(4), 1049-1060. doi: 10.11118/actaun201967041049
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