MONITORING METHOD OF CUSTOMERS’ SATISFACTION BY THE QUALITY OF EDUCATIONAL SERVICES


Protasova L.G., Shestakova A.A.

The authors developed and tested the method of marketing research to assess the quality of educational services tailored to the specifics of higher medical education. Methodology and methods include the identification range of external and internal customers and four multi-factor questionnaires on the quality of the working environment, professors and teaching staff’ competence, the corporate culture of the university, students and graduates’ quality of knowledge and skills. The scientific novelty of the method is in the possibility of comparing teachers and students views’ on a number of profiles, comparison of students and graduates’ quality by external customers on desired and actual availability, the use of Internet technologies for questioning. The practical importance is to provide objective information on customer satisfaction to improve the quality of educational services. Keywords: quality, educational services, methods of market research, customer satisfaction.

Lyudmila G. Protasova, Doctor of Technical Sciences, Professor, Head of “Quality Control” Department, Ural State University of Economics; Anastasia A. Shestakova, deputy head of the QMS, Ural State Medical University.


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