Methodological Approaches to Customer Satisfaction Measurement

This research deals with evaluation of outputs gained by five different methods of quantitative research and they were compared with those outputs gained by individual interviews and moderated discussion. The customer satisfaction methods were adopted for their usage in academic sphere. As all the tools are based on different methodology the final outputs were standardized to a joint base in three clusters (meeting the general satisfaction, willingness to apply for the same university again and the quality of education evaluation). As to results - the Kano model was the closest one to the qualitative research. Because in current time the students satisfaction evaluation creates an obligatory part of university management activity the impact to a proper methodology of students satisfaction measurement should become a very up-to-day item.