Student Satisfaction as a Quality Management Technicque in Higher Education

The importance of students’ feedback within universities is gradually increasing, against the dynamic background of the demand and offer of higher education institutions. The present paper is focused upon the outcomes obtained by the implementation of a student satisfaction survey as a quality management technique in a Romanian university. The survey instrument followed three dimensions (teaching-learning activities, material base, facilities and services) and it was filled in by 997 students. The students’ responses show that the most important aspects are the teaching and learning activities, followed by material base, facilities and services. For all the aspects evaluated, the students rate higher the importance they render to each of the dimensions than their satisfaction level with these dimensions. Although the scientific literature often points out the weaknesses of student opinion surveys, such mechanisms prove to be extremely useful for educational institutions to gather feedback from its customers.