An Internal and External Performance Model Using Probabilistic Expert Systems: an Experimental Test of an Italian Master’s Programme

Purpose This paper demonstrates the results of an internal and external performance model as well as the measurement of student satisfaction and the efficient management of a Master’s Programme of the Italian University system using the model. Methodology/Approach The paper focuses on a survey conducted on students of an Italian Master’s programme and the analysis of the data using a Probabilistic Expert System (PES). The theoretical review was developed to study the main international approaches and experiences. A qualitative survey was developed to identify the highlights and drivers of student satisfaction and loyalty to an Italian Master’s degree programme. The external data were amalgamated with the internal Master’s programme key performance indicators (KPIs). From the joint internal and external results, an improvement plan was developed for use by the Bard of the Master’s programme. Findings The results of the testing activities revealed certain substantial issues of concern that require focus on the internal KPIs and simultaneous use of different data analysis techniques (PES) to strengthen the impact of the improvement plan with respect to effectiveness and efficiency. Originality/Value of the paper The paper explains the methodological and operative approach as well as the empirical evidence that emerges from the testing of student satisfaction and efficiency management practices. The study employs an original perspective that is linked to the realistic conditions of the model’s application, which allows for more effective model optimisation.