Regression Analysis of Satisfaction Factors and Net Promoter Score: A Case Study of a College with Small Class Size
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Thailand’s aging population increases pressure on colleges to create more value for the student experience. Fortunately, colleges with small class instruction can still compete against larger colleges by focusing on satisfaction factors that are overlooked due to large class sizes. In this research study, regression analysis was used to analyze the predictive relationship between each of ten satisfaction factors and net promoter score. Simple linear regression analysis revealed that satisfaction with academic advising, satisfaction with facility condition, satisfaction with alumni success, and satisfaction with teaching quality all had moderate correlation ranging between 0.3 and 0.7 with net promoter score while other satisfaction factors had weaker correlations. Multiple linear regression analysis showed an adjusted R Square of 0.4759 which indicates that 47.59% of the variance in net promoter score can be explained by the three satisfaction factors of academic advising, faculty interactions, and alumni success. Research results suggest that college administrators should focus more on improving faculty members’ academic advising effectiveness, developing closer faculty connections with students, and ensuring the professional success of graduates versus overemphasizing on other less important factors. Future studies are needed to uncover critical satisfaction factors that have a stronger relationship with net promoter score.
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