2.50
Hdl Handle:
http://hdl.handle.net/10755/335609
Category:
Abstract
Type:
Presentation
Title:
Measuring Student Satisfaction and Loyalty: A Waste or a Goldmine?
Author(s):
Groenwald, Susan L.
Lead Author STTI Affiliation:
Phi Pi
Author Details:
Susan L. Groenwald, PhD, MSN, RN, sgroenwald@chamberlain.edu
Abstract:
Session presented on Friday, July 25, 2014: Purpose: This non-experimental quantitative research study was conducted to identify the key factors affecting a student’s likelihood to recommend the college as measured by Net Promoter Score. The focus of the study was whether and to what extent student and institutional variables such as academic status, student satisfaction, and demographic factors predict students’ loyalty behavior, and whether those factors differ among student groups. Methods: Archival data were collected from 2,732 records of pre-licensure baccalaureate degree nursing students at a multi-campus, regionally-accredited nursing college. Data from Net Promoter Score surveys, annual student satisfaction surveys, end-of-course surveys, and student records were analyzed using correlation, cross tab, Pearson chi-square, and factor analysis to identify factors that had a significant relationship with the dependent variable Net Promoter rating. Once relationships were established, a hierarchical model was developed and multinomial logistics regression was employed to determine the most important contributors to Net Promoter rating. Results: Results of the study indicated that the most important drivers of a pre-licensure BSN nursing student’s satisfaction/loyalty rating were satisfaction with faculty, satisfaction with the curriculum, satisfaction with course quality, and satisfaction with college communication. Results of the study also demonstrated that students who responded that they were likely to refer the school to others actually exhibited referral behavior, suggesting that an increase in Net Promoter rating is likely to increase student referral behavior. Conclusion: The study provides information with which college administrators can make decisions about allocation of resources to address issues that are most important to students. The results indicate that implementing initiatives that improve key drivers of satisfaction/loyalty likely will have a positive impact on ratings and actual referral behavior, and can have a positive impact on the institution's reputation, financial resources, and student engagement.
Keywords:
Student loyalty behaviors; Drivers of student satisfaction
Repository Posting Date:
17-Nov-2014
Date of Publication:
17-Nov-2014
Conference Date:
2014
Conference Name:
25th International Nursing Research Congress
Conference Host:
Sigma Theta Tau International, the Honor Society of Nursing
Conference Location:
Hong Kong
Description:
International Nursing Research Congress, 2014 Theme: Engaging Colleagues: Improving Global Health Outcomes. Held at the Hong Kong Convention and Exhibition Centre, Wanchai, Hong Kong
Note:
This is an abstract-only submission. If the author has submitted a full-text item related to this abstract, you may find it by browsing the repository by author. If author contact information is availabe in this abstract, please feel free to contact him or her with your queries regarding this submission.

Full metadata record

DC FieldValue Language
dc.language.isoen_USen_GB
dc.type.categoryAbstracten_GB
dc.typePresentationen_GB
dc.titleMeasuring Student Satisfaction and Loyalty: A Waste or a Goldmine?en_GB
dc.contributor.authorGroenwald, Susan L.en_GB
dc.contributor.departmentPhi Pien_GB
dc.author.detailsSusan L. Groenwald, PhD, MSN, RN, sgroenwald@chamberlain.eduen_GB
dc.identifier.urihttp://hdl.handle.net/10755/335609-
dc.description.abstractSession presented on Friday, July 25, 2014: Purpose: This non-experimental quantitative research study was conducted to identify the key factors affecting a student’s likelihood to recommend the college as measured by Net Promoter Score. The focus of the study was whether and to what extent student and institutional variables such as academic status, student satisfaction, and demographic factors predict students’ loyalty behavior, and whether those factors differ among student groups. Methods: Archival data were collected from 2,732 records of pre-licensure baccalaureate degree nursing students at a multi-campus, regionally-accredited nursing college. Data from Net Promoter Score surveys, annual student satisfaction surveys, end-of-course surveys, and student records were analyzed using correlation, cross tab, Pearson chi-square, and factor analysis to identify factors that had a significant relationship with the dependent variable Net Promoter rating. Once relationships were established, a hierarchical model was developed and multinomial logistics regression was employed to determine the most important contributors to Net Promoter rating. Results: Results of the study indicated that the most important drivers of a pre-licensure BSN nursing student’s satisfaction/loyalty rating were satisfaction with faculty, satisfaction with the curriculum, satisfaction with course quality, and satisfaction with college communication. Results of the study also demonstrated that students who responded that they were likely to refer the school to others actually exhibited referral behavior, suggesting that an increase in Net Promoter rating is likely to increase student referral behavior. Conclusion: The study provides information with which college administrators can make decisions about allocation of resources to address issues that are most important to students. The results indicate that implementing initiatives that improve key drivers of satisfaction/loyalty likely will have a positive impact on ratings and actual referral behavior, and can have a positive impact on the institution's reputation, financial resources, and student engagement.en_GB
dc.subjectStudent loyalty behaviorsen_GB
dc.subjectDrivers of student satisfactionen_GB
dc.date.available2014-11-17T13:55:48Z-
dc.date.issued2014-11-17-
dc.date.accessioned2014-11-17T13:55:48Z-
dc.conference.date2014en_GB
dc.conference.name25th International Nursing Research Congressen_GB
dc.conference.hostSigma Theta Tau International, the Honor Society of Nursingen_GB
dc.conference.locationHong Kongen_GB
dc.descriptionInternational Nursing Research Congress, 2014 Theme: Engaging Colleagues: Improving Global Health Outcomes. Held at the Hong Kong Convention and Exhibition Centre, Wanchai, Hong Kongen_GB
dc.description.noteThis is an abstract-only submission. If the author has submitted a full-text item related to this abstract, you may find it by browsing the repository by author. If author contact information is availabe in this abstract, please feel free to contact him or her with your queries regarding this submission.en_GB
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