Stakeholder satisfaction : a framework for institutional effectiveness at Eastern College

Quinton, S. C.(Stephen Carl) (1996) Stakeholder satisfaction : a framework for institutional effectiveness at Eastern College. Masters thesis, Memorial University of Newfoundland.

[English] PDF (Migrated (PDF/A Conversion) from original format: (application/pdf)) - Accepted Version Available under License - The author retains copyright ownership and moral rights in this thesis. Neither the thesis nor substantial extracts from it may be printed or otherwise reproduced without the author's permission. Download (14MB) [English] PDF - Accepted Version Available under License - The author retains copyright ownership and moral rights in this thesis. Neither the thesis nor substantial extracts from it may be printed or otherwise reproduced without the author's permission. (Original Version)

Abstract

This report presents the outcomes of a research project which focused on the experience of public colleges in assessing institutional effectiveness. The apparent need for a core indicator and a coherent process resulted in the development of a framework based on stakeholder satisfaction. Public education has multiple stakeholders. The dominant interest of the sponsoring stakeholder (government) is efficiency. The dominant interest of the consuming stakeholder (student) is effectiveness. The literature review and the research among Canadian colleges provide support for the concept that stakeholder satisfaction is a core indicator of institutional effectiveness and in public colleges students are the primary (customer) stakeholder. The proposed framework combines philosophy, policy and process where the expectation and satisfaction of the primary stakeholders are accommodated. The validation of the framework included assessing and bench marking the satisfaction levels of students and faculty in the Business Department of Clarenville Campus, Eastern College.

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