Quality assessment of the university educational process: An application of the ECSI model

Bruno Chiandotto; Matilde Bini; Bruno Bertaccini

doi:10.1007/978-3-7908-1751-5_4

Quality assessment of the university educational process: An application of the ECSI model

Bruno Chiandotto, Matilde Bini, Bruno Bertaccini

University of Florence

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

10 Scopus citations

Abstract

In a university, students represent the final users as well as the principal actors of the formative services. A measure of their perceived quality is essential for planning changes that would increase the level of the quality of these services. This perceived quality is analysed in this paper with the ECSI (European Customer Satisfaction Index) methodology. The ECSI, which implements a structural equation model, is aimed to represent the satisfaction of the students with some latent variables gauged through a set of observable indicators. We extend the ECSI to the data obtained from graduates of the University of Florence employed one year after graduation.

Original language	English
Title of host publication	Effectiveness of University Education in Italy
Subtitle of host publication	Employability, Competences, Human Capital
Publisher	Physica-Verlag HD
Pages	43-54
Number of pages	12
ISBN (Print)	379081749X, 9783790817492
DOIs	https://doi.org/10.1007/978-3-7908-1751-5_4
State	Published - 1 Dec 2007
Externally published	Yes

Keywords

Customer satisfaction
ECSI
Structural equation models
University education

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10.1007/978-3-7908-1751-5_4

Cite this

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Quality assessment of the university educational process: An application of the ECSI model

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Keywords

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