Student Satisfaction as a Performance Indicator of Higher Education Institution

• Main Authors: Aleksandra Nastasić, Koviljka Banjević, Dragana Gardašević
• Format: Article
• Language: deu
• Published: DOBA Business School Maribor 2019-11-01
• Series: Mednarodno Inovativno Poslovanje
• Subjects: performance indicators; student satisfaction; educational process; non-teaching support; higher education
• Online Access: https://journal.doba.si/OJS/index.php/jimb/article/view/2019-11-2-8/192

Modern performance measurement systems include customer satisfaction as an important performance indicator. From the standpoint of the Higher Education Institution (hereinafter HEI) in Serbia, key performance indicators are quality indicators used to assess the current situation; to identify service failures and to take on service recovery; to improve total quality of the institution and to determine the future development of the institution. In increasingly competitive and dynamic educational environment, the management of a HEI is aware of the importance of student satisfaction in the context of student motivation and retention, recommendations to potential freshmen, recruiting efforts and funding, as well as performance management.