Identifying satisfaction factors in tertiary education: The case of an information systems program

This paper introduces a modified Kano approach to analysing and classifying quality attributes that drive student satisfaction in tertiary education. The approach provides several benefits over the traditional Kano approach. Firstly, it uses existing student evaluations of subjects in the educational institution instead of purpose-built surveys as the data source. Secondly, since the data source includes qualitative comments and feedback, it has the exploratory capability to identify emerging and unique attributes. Finally, since the quality attributes identified could be tied directly to students’ detailed feedback, the approach enables practitioners to easily translate the results into concrete action plans. In this paper, the approach is applied to analysing 26 subjects in the information systems school of an Australia university. The approach has enabled the school to uncover new quality attributes and paves the way for other institutions to use their student evaluations to continually understand and addressed students’ changing needs.