Developing Measurements of University Satisfaction using Public Customer Satisfaction Index

공공기관 고객만족지수를 이용한 대학의 고객만족 측정도구 개발

  • 정복주 (숙명여자대학교 대학원 교육학과) ;
  • 이상철 (KC대학교 빅데이터경영학과) ;
  • 임광혁 (배재대학교 전자상거래학과)
  • Received : 2018.09.03
  • Accepted : 2018.10.30
  • Published : 2018.12.28


With the higher competition of university environment, universities has been adapted Customer Satisfaction Index (CSI). However, the problem of CSI focuses on score and ranking announcement. In public sectors, PCSI model is used because of increasing its strategic utilization by providing diagnosis of the phenomenon and direction for future improvement through causal model analysis. The purpose of this research is to develop a measurements of university satisfaction using PCSI. This research demonstrates validity and reliability of PCSI using test-retest method using multi-group confirmatory factor analysis. The results of this research indicate that the reliability and validity of the PCSI model is verified. Service product quality, service delivery quality, environment quality and social quality have positive effects on customer satisfaction. In turn, customer satisfaction have positve effects on university performance and social performance. In conclusion, service quality, PCSI, and service performance are clarified to be appropriate components of the satisfaction survey. These results can be used to measure the satisfaction level of education at actual universities. It is expected that practical basic data can be obtained to improve the quality of university education.


Public Customer Satisfaction Index;University Satisfaction;University Performance;Service Quality

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Figure 1. PCSI Model

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Figure 2. Research model of PCSI

Table 1. Measurements of PCSI for University

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Table 2. Demographic statistics

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Table 3. Multi-group confirmatory factor analysis for service quality

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Table 4. Multi-group comparison test for service quality

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Table 5. Multi-group confirmatory factor analysis for PCSI

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Table 6. Multi-group comparison test for PCSI

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Table 7. Multi-group confirmatory factor analysis for PCSI performance

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Table 8. Multi-group comparison test for PCSI performance

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Table 9. Multi-group confirmatory factor analysis for PCSI full model

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Table 10. Multi-group comparison test for PCSI full model

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Table 11. Multi-group structural equation model

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Supported by : 배재대학교


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