Factors Affecting Student Satisfaction and Dissatisfaction in a Higher Education Institute
DOI:
https://doi.org/10.31181/sa2120247Keywords:
Customer satisfaction, Students satisfaction, Higher education institute, Service qualityAbstract
In the current competitive environment, one of the most critical issues that organizations deal with is awareness of customer satisfaction and their opinions regarding the organization's performance, products, and services. Organizations that focus their primary activities on customer satisfaction have a competitive advantage. According to systems thinking, academic institutions are also among the organizations whose survival is closely tied to the satisfaction of their students (customers), and therefore, satisfaction is a factor that must be given greater attention than ever before. The main goal of this research is to identify the factors affecting the satisfaction and dissatisfaction of students at a higher education institute, which is examined in three dimensions: the teaching staff, the administrative staff, and the management staff of the institution. Based on interviews conducted with students, the results indicate a significant level of dissatisfaction with the educational dimension and the teaching methods of the professors. Additionally, in the administrative dimension, dissatisfaction is more concentrated in the areas of welfare services and university facilities. In the administrative dimension, failure to fulfil responsibilities correctly has led to student dissatisfaction.
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