The Eco System of Student Satisfaction: A Systems Dynamic Approach

Biju, Seena and Kamath, Vasanth V P (2016) The Eco System of Student Satisfaction: A Systems Dynamic Approach. The Canadian International Journal of Social Science and Education, 9.

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Indicators of student satisfaction has evolved from enriched learning and employability to a greater number of primary, secondary and tertiary factors both in the internal and external environments of the academia. The processes within an academic institution are primarily service based with the infrastructure being the only tangible form of facility. All process between start (admissions) to the end (graduation) of the academic programs are service based and dynamic. Several inherent variables and sub processes form a part of these processes. With the growing gamut of influencing factors it is imperative to gain a holistic view of the academia through the perspectives of student satisfaction. The affecting variables are mostly inter-dependent and impact each other strongly/weakly and positively/negatively with a direct/indirect impact on cost of quality. Such interdependences make the system complex thereby warranting the need for a systems approach in understanding the dynamics of the variables among themselves and between the factors. The system dynamics approach helps investigate and model the complexities between the factors facilitating forward and backwards loops at all levels of aggregation. A multifaceted model based on the inter-linkages between the factors is the key development of this paper. The model developed in this study links the expenditure incurred in maintaining the quality of the processes (that impact student satisfaction) within an institution to the returns on investment(for quality) that translate to market leadership through student numbers and industry recognition for student employment . This paper also provides the scope for a stock and flow model in terms of a future research.

Item Type: Article
Uncontrolled Keywords: Student Satisfaction; Quality factors; Systems Approach; Academic Institutions; Causal Loop
Subjects: General Management
General Management > Management Education
Divisions: General Management and Enterpreneurship
Depositing User: Mr. Muralidhara D
Date Deposited: 04 Dec 2018 10:28
Last Modified: 22 Jan 2019 13:37

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