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

Open access


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.

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.

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

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

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.

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.

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

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.

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.

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.

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

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

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

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

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

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.

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.

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.

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).

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.

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.

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.

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

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.

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

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

Journal Information


All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 234 234 97
PDF Downloads 57 57 36