摘要：AbstractThe study investigates predictors of students’ satisfaction with their university by examining some of the criteria used by students. Specifically, three research questions were investigated: are there gaps in students’ perceptions of service quality; are there gender differences in students’ satisfaction levels; and what are the predictors of service quality and students’ satisfaction? A survey instrument was completed by a random sample of 200 students from the Constanta Maritime University, Romania. The study aims to evaluate student feedback on the educational process at the Constanta Maritime University based on a comparison between teachers and tenured associate professors. It relied on a difference between the affiliated party to the values and mission staff and students’ perception of the work of the university. We used a questionnaire consisting of 14 items that was applied to students and two teachers’ scales with behavioural anchors applied for executives. The teacher's assessment book contains a set of 11 dimensions, namely: overall, course content, course accessibility level, clarity of expression, ability to give explanations and examples, encourage students to freely express their willingness, to give students additional support, effective use of time in teaching, relevance, applicability and usefulness of the content of the course/seminar, teacher responsiveness to students’ opinions, the adequacy of the methods used in teaching activity and to stimulate intellect, the effort required for completing the discipline. There are also three dimensions included to involve students and their efforts in conducting the course. Future research may also use a longitudinal approach to eliminate the limitations of a cross-sectional study. There is a need for universities to pay more attention to how they manage the overall student experience, in particular in bridging the gap through improved administrative support, and ensuring more use of student feedback.
关键词：feedback of students;quality management;qualitative analysys.
