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      Teaching quality and student satisfaction: nexus or simulacrum?

      research-article
      London Review of Education
      IOE Press
      QUALITY, PRODUCT, SERVICE, MEASUREMENT, CONFORMITY, PREDICTABILITY, CUSTOMER SATISFACTION, FITNESS FOR USE
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            Abstract

            Quality has clear meanings when associated with specific phenomena. The relative nature of quality in commercial contexts, specifically in relation to manufactured goods, has been studied. In service industries there is no satisfactory indicator of quality. The Likert-scale questionnaire does not allow the researcher to distinguish between spontaneous and constructed responses. The penetration of the premises of human capital theory and services marketing theory in the higher education sector has introduced inapplicable assumptions about and instruments of quality control. A study of one Australian university's re-definition of itself as a market-oriented institution suggests that long-standing criticisms of the use of student questionnaires as a measure of teaching quality are well-founded.

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            Author and article information

            Journal
            10430
            London Review of Education
            IOE Press
            1474-8460
            01 July 2009
            : 7
            : 2
            : 135-146
            Article
            1474-8460(20090701)7:2L.135;1- s4.phd /ioep/clre/2009/00000007/00000002/art00004
            10.1080/14748460902990336
            89e817d4-a138-47fa-8e47-f57bcba86acb
            Copyright @ 2009
            History
            Categories
            Articles

            Education,Assessment, Evaluation & Research methods,Educational research & Statistics,General education
            CONFORMITY,CUSTOMER SATISFACTION,PREDICTABILITY,MEASUREMENT,SERVICE,PRODUCT,QUALITY,FITNESS FOR USE

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