Determinants of students’ satisfaction with higher education institutionsa literature review

Resum

With the growing number of higher education services providers, students’ satisfaction has become a major issue for competitors to succeed in a global market. This study main goal is to review the academic literature on determinants of students’ satisfaction with higher education institutions. Using a descriptive exploratory approach, 91 studies published in top journals (ranked in Web of Science Journal Citations Report) were content-analyzed to identify the main determinants of students’ satisfaction with higher education institutions. The results suggest five main determinants as drivers of student satisfaction: service quality, institutional image/reputation, overall quality of education, value provided by the institution and student facilities. Although online and on campus institutions share some determinants (e.g. service quality and Faculty academic competence/Lecturers) differences arise across two types of institutions (online vs on campus) with online institutions determinants more focused on technology-based variables. Theoretical and managerial implications are derived from these results. Limitations of the study and future research lines are also addressed.