Determinants of the Satisfaction of Students Studying in Private Universities—Application of Kano Model

Abstract

The satisfaction of the students at university is in general interpreted as the happiness and contentment that students experience when their needs and expectations are fulfilled. This paper is aimed at understanding the factors that influence the students’ satisfaction using Kano model of customer satisfaction as the basic premise. The survey was conducted amongst 193 students studying at the private universities in Uttarakhand state. The results indicated that the key determinants of satisfaction for the students studying at the private universities included the qualified and knowledgeable faculty resources that private universities attract, and the world class infrastructure with state of the art technology for academic delivery. Only aspect that students have shown slight dissatisfaction towards was the cost of the program which is an important factor to be considered.