Využití kauzálních modelů v oblasti měření spokojenosti studentů

Abstract

The main goal of this thesis is to compare the level of student´s satisfaction with the quality of studies in the field of study Quality management at Departement of Quality Management of VSB – Technical University Ostrava together with the level of satisfaction among students who have participated in several quality courses at Division of Quality Technology and Management of Linköping University (Sweden). The level of satisfaction is evaluated through Master EPSI model that is based on the relationship evaluation between variables and the investigation of their causes (the so-called causal links). A key satisfaction indicator is the Customer Satisfation Index (CSI). It is an analytical tool for asseessing the quality of non-financial institutions and performance. A partial goal of the thesis is to identify variables that contribute by the highest degree to the final satisfaction index. The conclusion is focused on the presentation of proposals and recommendations concerning the possible increase in CSI at the Departement of Quality Management.