Using a multi-level tailored design process to develop a customer satisfaction survey for university evaluation

A multi-level procedure is described in order to develop a total
quality management survey tool in the field of engineering
academia. As a first step a review of available evaluation tools
for universities is conducted, resulting in over 150 items used for
evaluation purposes. Secondly all dimensions of educational
evaluation used in previous research are summarized, resulting in
15 dimensions. In a third step, items are assigned to the
dimensions, overlapping items were combined or removed, and item
content and dimensions were adjusted to the specific conditions of
the target faculty. Fourthly, the resulting twelve dimensions were
used in first, investigative interviews in the target population.
Results indicate that eleven dimensions sufficiently mapped all
aspects of evaluation. After revising the items to improve
understanding in a fifth step cognitive pretests were conducted.
The final revision resulted in 83 items assigned to eleven
dimensions.