Measuring Student Expectations and Their Effects on Satisfaction: The Importance of Managing Student Expectations
Measuring Student Expectations and Their Effects on Satisfaction: The Importance of Managing Student Expectations
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DOI：
10.1177/0273475306293359
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发表时间：
2006-12-01
影响因子：
2.4
通讯作者：
Krentler, Kathleen A.
中科院分区：
文献类型：
--
作者：
Appleton-Knapp, Sara L.;Krentler, Kathleen A.
两项研究调查了学生期望和学生满意度之间的关系。学生对课程的满意度是否可以通过比较他们的感知和期望来准确预测（如期望/不确认范式所建议的那样）？这些研究的结果表明，这个问题的答案受到用来衡量学生期望的方法的强烈影响。当回忆的期望和当前的看法一起测量在一个学期结束时，学生的期望实现的程度似乎是一个很好的预测满意度。然而，当在学期开始时测量期望时，它们实现的程度并不是课程满意度的强有力预测因素。这些结果对营销教育工作者具有影响，无论是在他们在影响学生期望方面可以发挥的作用方面，还是在他们可能选择管理的独立课程评估的时间方面。
Two studies investigate the relationship between student expectations and student satisfaction. Can students' satisfaction with a course be accurately predicted by comparing their perceptions to their expectations (as suggested by the expectancy/ disconfirmation paradigm)? The results of these studies suggest that the answer to this question is strongly affected by the method used to measure student expectations. When recalled expectations and current perceptions are measured together at the end of a term, the extent to which student expectations are fulfilled does appear to be a good predictor of satisfaction. When expectations are measured at the beginning of a term however, the extent to which they are fulfilled is not a strong predictor of course satisfaction. These results have implications for marketing educators both in terms of the role they can play in affecting their students' expectations and in terms of the timing of independent course assessments they may choose to administer.