TEN YEARS STUDENT SATISFACTION TRENDS ON THE QUALITY OF EDUCATIONAL PROCESS
TEN YEARS STUDENT SATISFACTION TRENDS ON THE QUALITY OF EDUCATIONAL PROCESS

Summary/Abstract: The success of the Higher Education Institution (HEI) mostly depends on student satisfaction, as satisfied students are the basis of institutional existence, its growth and development. The previous does not mean diminishing other institutional performance factors, but the final goal of all processes is to retain existing students and attract freshmen through continual improvement of student satisfaction. The main objective of this paper is to analyse critically the results of measuring student satisfaction in the College of Professional Studies – Belgrade Polytechnic, in relation to the actions taken to improve the educational process. The study included 56 variables of the educational process and non-teaching support, and until now sample was comprised of 3275 undergraduates. For this paper, the variables of the educational process are separated, and the impact of improvements on student satisfaction is analysed by using appropriate statistical tools. The conclusions of this study may contribute to previous, actual and/or future researches in this field, and may equally serve to other HEIs (that operate in a similar environment) as a basis for enhancing student satisfaction.

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