A graduates' multilevel satisfaction index for the evaluation of the university external efficacy

In the higher educational setting, students provide a relevant contribution to the quality of educational services. In such a context, the measurement of the perceived quality and related satisfaction for the university experience are of pri- mary interest to improve the organization of learning processes. In this contribution, we aim at assessing the graduates’ satisfaction by applying the ECSI (European Customer Satisfaction Index) methodology, primarily developed in the context of customer satisfaction. We propose an ECSI model tailored for the hiearchical frame set in which data are collected, characterized by graduates nested within degree programs.