Satisfaction surveys as mechanisms to assess the success of an institution of higher learning as an ‘inviting institution’: A case study

Abstract

This study reflects on an institution of higher learning’s study to determine the satisfaction and importance values of questions that relate to services rendered by the institution. This institution’s Academic Plan and its teaching and learning strategies underpin theoretically socio-constructivism. This study was conducted from an invitational education point of view. The above-mentioned ‘Institution A’ utilised a satisfaction survey questionnaire that measured the respondents’ satisfaction per question as well as the respondents’ view regarding the importance of the respective issues. The questions reflected a wide spectrum of services rendered to the students of the institution. The information gathered during this study was interpreted within the framework of invitational education and utilised for quality enhancement purposes. The rationale for the study was to collect information that would identify deficiencies and inform remedial action processes as well as the collection and identification of data in order to determine the degree to which the institution could be regarded as an ‘inviting institution’. There is strong link between the principles of invitational education, Total Quality Management (TQM) and socioconstructivism. The principles of TQM are generic management principles that can be applied to quality management of institutions of higher learning. The article reflects on the method that was used during the study as well as the outcome of the exercise and the interpretation of the data within the context of invitational education and quality management.