Reconciling internal and external performance in a holistic approach: A Bayesian network model in higher education

摘要

University education is crucial for cultural and economic growth. Thus, the academic mission recognizes the achievement of both institutional and social objectives, and research provides the basis for the systematic creation of knowledge and the development of human capital. Universities attempt to manage a global system with a holistic vision based on data and facts and oriented to the continuous improvement of its effectiveness and efficiency. The goal is achieved by implementing a monitoring system based both on internal and external performances. As a consequence, it is necessary to consider both students perspective regarding needs, expectations, level of satisfaction and loyalty and internal key performance indicators.