Student Satisfaction with Learning Experience and Its Impact on Likelihood Recommending University: Net Promoter Score Approach
Universities, just like any business, realized the importance and relevance of student satisfaction as well as getting recommended by their students for their long-term success, survival, and growth. This study intends to examine university students’ satisfaction with various aspects of their college learning experience, recommending a university as measured by Net Promoter Score (NPS), and the influence of factors related to student satisfaction on the likelihood of recommending the university. The results of the survey based on 220 responses from current students identify students’ satisfaction with the factors included in the study, where students had the highest satisfaction with feeling support by faculty and staff. The study also found that NPS is -0.40, indicating that students are not likely to recommend this university to HS students, where NPS varied gender, class level, and majors. The regression analysis identified the factors to predict the likelihood of recommending this university. These findings offer some insights for university administrators for designing strategies for improving student satisfaction and getting recommendations.
Pinar, M., Wilder, C., Luth, M., and Girard, T. (2023). Student satisfaction with learning experience and its impact on likelihood of recommending university: Net promoter score approach. Association of Marketing Theory and Practice Proceedings 2023. 21. https://digitalcommons.georgiasouthern.edu/amtp-proceedings_2023/21