Questionnaire to measure the importance and satisfaction of university services from the student perspective

The measurement and continuous improvement of the services that the student receives are related to the healthy development of the university institutions. Although instruments are available to measure student satisfaction at the institutional level, the reports generally do not show their reliability. The objective of this study was to adapt, apply, and calculate the internal consistency (i.e., reliability) of Jacqueline's (2006) instrument that measures the importance and satisfaction of university services from a student perspective. A survey was applied to 757 students, from first to sixth semester of the different careers in presential and semi-presential modality, of a higher education institute in Ecuador. The items were classified into 10 factors: educational environment, student welfare, administrative quality, teaching quality, educational infrastructure, academic organization, research resources, student services, computer services and links with society. The results showed that the scales of each factor are reliable for both measures of importance and satisfaction. By comparing the importance and satisfaction scores, it was found that students are dissatisfied with all factors. The use of this instrument is recommended to improve its adaptation to multiple institutional conditions and to make more appropriate decisions.