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What is Satisfaction Measurement

Chapter 22
Handbook of Research on E-Learning Standards and Interoperability: Frameworks and Issues
Evaluation of the information concerning the customers’ perception of the level at which the organization has fulfilled their requirements concerning the quality of a product (service). Customer satisfaction can be “measured” in terms of “evaluated”. It can be measured using numbers, percentages, ranks or linguistically.
Published in Chapter:
Satisfaction Measurement in Education
Lilyana Nacheva-Skopalik (Technical University of Gabrovo, Bulgaria)
Copyright: © 2011 |Pages: 32
DOI: 10.4018/978-1-61692-789-9.ch022
Abstract
The chapter presents the importance of providing high quality e-learning and the need to apply the requirements of the standards from ISO 9000 series for continual improvement of the quality management systems in education. The work applies the main principles for multiple criteria decision making. An approach for satisfaction measurement is developed. It uses weighting coefficients as qualitative valuation of the importance of the quality characteristics and numerical valuation for the level of satisfaction with the quality characteristics. The suggested approach is suitable to apply for different purposes in education in order to achieve high quality e-learning. It is also suitable to apply to different areas within quality management systems.
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