STUDENT SATISFACTION VS STUDENT ACHIEVEMENTS – SHOULD QUALITY MANAGEMENT SYSTEM IN HIGHER EDUCATION AIM AT STUDENT SATISFACTION OR STUDENT ACHIEVEMENTS?

Purpose – The paper emphasises the importance of student development and claim that quality assurance processes at the higher education institutions are not responding to the challenges related to the student engagement. The premise is that student satisfaction is insufficient indicator of quality and that quality processes should focus on student development. Design/Methodology/Approach – The propositions in the paper are based on extensive literature review and are tested on a sample of 1378 students from 61 Croatian higher education institutions. Relationships in the model are tested using hierarchical linear model. Findings and implications - The results of this paper enabled understanding the individual and institutional determinants that encourage students to engage in educationally purposeful activities. Teachers and administrators in higher education can use the results to design their processes to assure high levels of students’ achievements. The policy makers can use it to promote the activities that are critical for students’ development. Limitations – The survey was conducted in Croatian HE system and variables at the institutional level were adjusted due to the lack of data. Consequently, the institutional effect is underestimated and research results at the second level of analysis were insignificant. Originality – The paper emphasises the need to reconsider quality assurance processes in higher education to be oriented more toward student development and engagement, rather than on student satisfaction. Multilevel analysis provided an interesting insight into the relationship between institutional climate, represented by quality dimensions, and student engagement indicators.