Jump to ContentJump to Main Navigation
Show Summary Details
More options …

Proceedings of the International Conference on Business Excellence

1 Issue per year

Open Access
See all formats and pricing
More options …

Education, educational services and students’ satisfaction - comparative study between Romanian and Iraqi universities

Zaid Yaseen Saud Al-Dulaimi
Published Online: 2017-08-26 | DOI: https://doi.org/10.1515/picbe-2017-0052


Studying students’ satisfaction within the modern context aims to develop the higher education institutions; students’ satisfaction has become one of the most important factors in the process of developing the educational process. Thus, the purpose was to analyze data collected from a sample of 800 students divided equally between Romania and Iraq to measure their satisfaction with educational services delivered by the two countries’ universities. The study concluded that the level of the students’ satisfaction in Romanian universities is higher than that of their Iraqi counterparts. The researcher recommend that the Romanian universities should continue with the development of the educational plans, and with the enhancement of the programs adopted by the universities to increase the level of quality in their educational processes. For the Iraqi universities, the study recommends that Iraqi universities should give a much more important role to students’ satisfaction as one of the most important factors for measuring the quality of their educational services, the administrative staffs in the Iraqi universities should work harder to meet the expectations and needs of their students.

Keywords: educational services; service quality; measuring costumer’s satisfaction; students’ satisfaction


  • Aydin, S., Ozer, G., & Arasil, O., (2005). Customer loyalty and the effect of switching costs as a moderator variable, Marketing Intelligence and Planning, 23(1), 89-103.Google Scholar

  • Anderson, E.W., Fornell C., and Mazvancheryl, S.K., (2004). Customer satisfaction and shareholder value, Journal of Marketing, 68 (October), 172–185.Google Scholar

  • Bryant, J.L., (2006). Assessing expectations and perceptions of the campus experience: the Noel-Levitz student satisfaction inventory, New Directions for Community Colleges, 134.Google Scholar

  • Bradley, D., Noonan, P., Nugent, H., and Scales, B., (2008). Review of Australian higher education final report. Australian Government, Department of Education, Employment and Workplace Relations, Canberra.Google Scholar

  • Collins, K., and Nicolson, P., (2002). The meaning of ‘satisfaction’ for people with dermatological problems: Reassessing approaches to qualitative health psychology research, Journal of Health Psychology, 7, 615-629.Google Scholar

  • Culbertson, S.S., (2009). Do satisfied employees mean satisfied customers? The Academy of Management Perspectives, 23 (1), 76-77.Google Scholar

  • Duque, L.C., and Weeks, J.R., (2010). Towards a model and methodology for assessing student learning outcomes and satisfaction, Quality Assurance in Education, 18(2), 84-105.Google Scholar

  • Elliott, K.M., and Shin, D., (2002). Student satisfaction: An alternative approach to assessing this important concept, Journal of Higher Education Policy and Management, 24(2), 197-209.Google Scholar

  • Gruber, T., Stefan, F., Roediger, V., & Michaela, G., (2010). Examining student satisfaction with higher education services: using a new measurement tool, International Journal of Public Sector Management, 23 (2), 105–1.Google Scholar

  • Hagen, P.L., and Jordan, P., (2008). Theoretical foundations of academic advising, Academic Advising: a Comprehensive Handbook, 2, 17-35.Google Scholar

  • Kotler, P., (2000). Marketing management, International edition. NJ: Englewood Cliffs, Prentice Hall.Google Scholar

  • Majeed, S., and Ziadat, M., (2008). Quality and accreditation of public education institutions and university. Amman: Dar al-Sataa for publication and distribution.Google Scholar

  • Moore, J.C., (2009). A synthesis of Sloan-c effective practices, Journal of Asynchronous Learning Networks, 13(4), 73-97.Google Scholar

  • Nadiri, H., (2011). Strategic issue in higher education marketing: how university students’ perceive higher education services, Asian Journal on Quality, 7(2), 125-140.Google Scholar

  • O’Driscoll, F. (2012). What matters most: An exploratory multivariate study of satisfaction among first year hotel/hospitality management students, Quality Assurance in Education, 20(3), 237–258.Google Scholar

  • Qureshi, T., Shaukat, M., and Hijazi, S., (2011). Service quality SERVQUAL model in higher educational institutions, what factors are to be considered, Interdisciplinary Journal of Contemporary Research in Business, 2(5), 281-290.Google Scholar

  • Richardson, J.T.E., (2005). Instruments for obtaining student feedback: A review of the literature, Assessment and Evaluation in Higher Education, 30(4), 387-415.Google Scholar

  • Sampson, S.F., Leonard, J., Ballenger, J.W., and Coleman, J.C., (2010). Student satisfaction of online courses for educational leadership, Online Journal of Distance Learning Administration, 13(3).Google Scholar

  • Sweeney, J.C., and Ingram, D., (2001). A comparison of traditional and web-based tutorials in marketing education: an exploratory study, Journal of Marketing Education, 23(1), 55-62.Google Scholar

  • Sumaedi, S., Bakti, G., Mahatma, Y., and Metasari, N., (2012). An empirical study of state university students’ perceived service quality. Quality Assurance in Education, 20(2), 164-183.Google Scholar

  • Sohail, M.S., and Shaikh, N.M., (2004). Quest for excellence in business education: a study of student impressions of service quality, International Journal of Educational Management, 18(1), 58-65.Google Scholar

  • Tessema, M.T., and Ready, K. (2012). Factors affecting college students’ satisfaction with major curriculum: evidence from nine years of data.Google Scholar

  • Voss, R., Gruber, T., and Reppel, A., (2010). Which classroom service encounters make students happy or unhappy?: Insights from an online CIT study, International Journal of Educational Management, 24(7), 615-636.Google Scholar

  • Zeithaml, V.A., Bitner, M.J., and Gremler, D.D., (2006). Services marketing: integrating customer focus across the firm (4th ed.). Singapore: McGraw-Hill.Google Scholar

  • Zoe, S.D., (2006). Customer satisfaction, loyalty and commitment in service organizations. Management Research News, 39(12), 98.Google Scholar

About the article

Published Online: 2017-08-26

Published in Print: 2017-07-01

Citation Information: Proceedings of the International Conference on Business Excellence, Volume 11, Issue 1, Pages 482–492, ISSN (Online) 2558-9652, DOI: https://doi.org/10.1515/picbe-2017-0052.

Export Citation

© 2017 Zaid Yaseen Saud Al-Dulaimi, published by De Gruyter Open. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License. BY-NC-ND 3.0

Comments (0)

Please log in or register to comment.
Log in