Satisfaction in higher education: A multi-dimensional and fuzzy approach

The dynamics of higher education in the western Balkan region remain on the margins of studies on contemporary higher education. Regional higher education has never been the subject of systemic research, and both data and prior studies are lacking. In Albania, institutions of higher education (HEIs) are both public and private. The first university there was founded in 1957, and until 1990 it was the only university, though some new institutes or branches were established in this period. The literature on customer satisfaction is based on ideas such as perceived value, quality of service, experience, expectations and consequently service evaluation. Student satisfaction is a multi-dimensional concept which is influenced by different factors. Several explanations exist for the dimensions of student satisfaction. In the international literature, student satisfaction is considered a multi-dimensional concept. Student satisfaction in higher education is affected mainly by two groups of factors: personal and institutional factors.