The Use of MUSA methodology and its Application in the Periodic Monitoring of Satisfaction among Students at Universidad de los Andes (ESAT)

The purpose of this paper is to apply the MUSA method to the information gathered in periodic surveys monitoring student satisfaction (ESAT, for its acronym in Spanish). The surveys serve to diagnose the level of undergraduate students’ current satisfaction at Universidad de los Andes (Colombia), and to identify the importance and the current performance of each of the aspects assessed by the institution. In addition, it sheds light on the elements that students consider most valuable as part of their satisfaction, taking the results issued by a significant sample of respondents. Finally, the study presents aspects that require the University’s attention in order to improve student satisfaction.