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Appears in Collections:Accounting and Finance Journal Articles
Peer Review Status: Refereed
Title: Student dissatisfaction in Higher Education: a ‘fuzzy’ index approach
Author(s): Cook, Steve
Watson, Duncan
Webb, Asha
Webb, Robert
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Keywords: NSS
student satisfaction
dissatisfaction index
institutional comparison
higher education
Issue Date: 19-Sep-2023
Date Deposited: 29-Feb-2024
Citation: Cook S, Watson D, Webb A & Webb R (2023) Student dissatisfaction in Higher Education: a ‘fuzzy’ index approach. <i>Studies in Higher Education</i>.
Abstract: The revamp of the National Student Survey (NSS) has led to the elimination of the final ‘overall satisfaction’ question for Higher Education Institutions in England. This paper develops an index approach that can effectively summarise student satisfaction, utilising a ‘fuzzy poverty’ methodology that assigns weights to dissatisfaction outcomes based on their correlation levels. We show how our dissatisfaction index enables a comprehensive sector-level analysis by combining NSS data with sector-wide data and further show the usefulness by presenting a case study. Our approach can be universally and unbiasedly applied to student surveys globally, while alleviating problems related to the removal of the overall satisfaction question in the UK.
DOI Link: 10.1080/03075079.2023.2258933
Rights: © 2023 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group This is an Open Access article distributed under the terms of the Creative Commons Attribution License (, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
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