Prediction model of students’ expectations and satisfaction with the quality of services provided at public Faculties in the Republic of Serbia

The goal of the present study was to develop a prediction model of students? expectations and satisfaction with the quality of services provided at public faculties in the Republic of Serbia. The study was conducted on a sample that included 1212 students from 13 higher education institutions of the University of Belgrade, University of Nis and University of Kragujevac. The designed questionnaire contained 34 statements related to assessing the quality of services provided by faculties, thus forming 5 independent variables. The prediction model was created using the Multilayer Perceptron (MLP). The validity of the model was assessed through the Receiver Operating Characteristic (ROC) prediction accuracy curve, which showed a high sensitivity of the model for both categories of the dependent variable. The high value of the Area Under the Curve (AUC) was 0.93 for both classification categories. This is confirmed by the high values of the AUC, which was 0.94 for the Dissatisfaction category and 0.95 for the Satisfaction category.