An Evaluation of the Student Satisfaction based on CUB Models

In 2009 the Faculty of Economics of Foggia started a project called "Analisi della student satisfaction" with the aim to create an internal quality control system based on its students’ feedback. Every year a customer satisfaction survey is carried out, where all attending students are asked to evaluate the services provided. This paper presents an evaluation of the satisfaction degree of the students over the last two academic years. In order to understand the level of satisfaction and the psychological mechanism behind the students’ evaluation process an approach based on CUB models is adopted. At the end a multidimensional scaling has been proposed to investigate the existence of student subgroups with similar attitudes in terms of feeling and uncertainty towards the Faculty’s services and their overall satisfaction about them and eventually confirm the presence of the latent variables estimated by CUB model