Designing the balanced scorecard to improve student satisfaction in educational organisations

Badwe, Aparna and Bosman, Rudi (2018) Designing the balanced scorecard to improve student satisfaction in educational organisations. Applied Management Conference, Hamilton, New Zealand, 23-25 October, 2018.

[img]
Preview
PDF (Cover) - Published Version
148Kb
[img]
Preview
PDF (Article) - Published Version
1096Kb

Abstract or Summary

Student satisfaction is the top priority of educational institutions. The focus of this research is designing and implementing a balanced scorecard for educational institutes. Kaplan and Norton developed the concept of a balanced scorecard framework. This framework is broadly applied by both profit and non-profit institutions. Higher educational organisations are under a continuous burden to gather as many students as they can. In this competitive market, there are a lot of factors which contribute to the selection of the institute where students want to study. This research aims to analyse the trends of students and factors which contribute to student selection of an institute. This framework will be utilised to investigate student satisfaction which will contribute to strategic planning and improving performance. The method used in this research was interviews with pupils, which were used to measure their satisfaction, views, and opinions. There is an overall good level of student satisfaction. There are some areas which need attention and suggestions from students can help improve performance. Results derived can also be used for future strategic planning and help in management decisions, and further modification of the frameworks will definitively contribute to a high level of performance and better student satisfaction.  

Item Type:Paper presented at a conference, workshop or other event, and published in the proceedings
Keywords that describe the item:student satisfaction, education, market, business
Subjects:H Social Sciences > HF Commerce
Divisions:Schools > Centre for Business, Information Technology and Enterprise > School of Business and Adminstration
ID Code:6464
Deposited By:
Deposited On:13 Dec 2018 22:42
Last Modified:13 Dec 2018 22:42

Repository Staff Only: item control page