Identifying satisfaction factors in tertiary education: The case of an information systems program

Chan, Taizan, Rosemann, Michael, & Tan, Shiang-Yen (2014) Identifying satisfaction factors in tertiary education: The case of an information systems program. In Proceedings of the 35th International Conference on Information Systems : Building a Better World Through Information Systems, AISeL, Auckland, New Zealand.

Published Paper (PDF 585kB)
Accepted Version.


This paper introduces a modified Kano approach to analysing and classifying quality attributes that drive student satisfaction in tertiary education. The approach provides several benefits over the traditional Kano approach. Firstly, it uses existing student evaluations of subjects in the educational institution instead of purpose-built surveys as the data source. Secondly, since the data source includes qualitative comments and feedback, it has the exploratory capability to identify emerging and unique attributes. Finally, since the quality attributes identified could be tied directly to students’ detailed feedback, the approach enables practitioners to easily translate the results into concrete action plans. In this paper, the approach is applied to analysing 26 subjects in the information systems school of an Australia university. The approach has enabled the school to uncover new quality attributes and paves the way for other institutions to use their student evaluations to continually understand and addressed students’ changing needs.

Impact and interest:

1 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

105 since deposited on 12 May 2015
58 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 84096
Item Type: Conference Paper
Refereed: Yes
Additional URLs:
Keywords: Kano Model, Student Satisfaction, Education Quality, Student Requirements Analysis, Customer-centric Approach, HERN
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2014 [please consult the author]
Deposited On: 12 May 2015 22:40
Last Modified: 17 May 2015 04:38

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page