Assessing university students’ perception of academic quality using machine learning

Abstract

Purpose – The aim of this research is to assess the influence of the underlying service quality variable, usually related to university students’ perception of the educational experience. Another aspect analysed in this work is the development of a procedure to determinewhich variables are more significant to assess students’ satisfaction. Design/methodology/approach – In order to achieve both goals, a twofold methodology was approached. In the first phase of research, an assessment of the service quality was performed with data gathered from 580 students in a process involving the adaptation of the SERVQUAL scale through a multi-objective optimization methodology. In the second phase of research, results obtained from students were compared with those obtained from the teaching staff at the university. Findings – Results from the analysis revealed the most significant service quality dimensions from the students’ viewpoint according to the scores that they provided. Comparison of the results with the teaching staff showed noticeable differences when assessing academic quality. Originality/value – Significant conclusions can be drawn from the theoretical review of the empirical evidences obtained through this study helping with the practical design and implementation of quality strategies in higher education especially in regard to university education.