sseuВестник Самарского государственного экономического университетаVestnik of Samara State University of Economics1993-0453Самарский государственный экономический университет10.46554/1993-0453-2026-5-259-119-131sseu-499Research ArticleМЕНЕДЖМЕНТ И УПРАВЛЕНИЕ БИЗНЕСОМMANAGEMENT AND BUSINESS MANAGEMENTМногомерность образовательного опыта как основа удовлетворенности студентовMultidimensional educational experience as the basis for student satisfactionДаниловаК. А.DanilovaK. A.

Ксения Александровна Данилова - кандидат экономических наук, доцент кафедры менеджмента 

Екатеринбург 

Kseniya A. Danilova – Candidate of Economic Sciences, Associate Professor of the Department of Management 

Yekaterinburg 

k.a.danilova@urfu.ruСандлерД. Г.SandlerD. G.

Даниил Геннадьевич Сандлер - доктор экономических наук, доцент, заведующий кафедрой менеджмента 

Екатеринбург 

Daniil G. Sandler – Doctor of Economics, Associate Professor, Head of the Department of Management 

Yekaterinburg 

d.g.sandler@urfu.ruЗоринаА. Д.ZorinaA. D.

Анна Дмитриевна Зорина - заместитель начальника Управления стратегического развития и маркетинга 

Екатеринбург 

Anna D. Zorina – deputy head of the Strategic Development and Marketing Office 

Yekaterinburg 

a.d.zorina@urfu.ruСоснинМ. С.SosninM. S.

Максим Сергеевич Соснин - магистрант, ведущий инженер отдела управления качеством 

Екатеринбург 

Maxim S. Sosnin – undergraduate student, lead engineer of the Quality Management Department 

Yekaterinburg 

m.s.sosnin@urfu.ruУральский федеральный университет имени первого Президента России Б.Н. ЕльцинаUral Federal University named after the first President of Russia B.N. Yeltsin20262205202605119131Copyright © Данилова К.А., Сандлер Д.Г., Зорина А.Д., Соснин М.С., 20262026Данилова К.А., Сандлер Д.Г., Зорина А.Д., Соснин М.С.Danilova K.A., Sandler D.G., Zorina A.D., Sosnin M.S.Данная работа распространяется под лицензией Creative Commons Attribution 4.0.This work is licensed under a Creative Commons Attribution 4.0 License.https://vestnik.sseu.ru/jour/article/view/499

В условиях усиливающейся конкуренции в сфере высшего образования университеты все чаще обращаются к анализу студенческого опыта как ключевого показателя качества образовательной среды. Однако распространенные шкальные методы измерения удовлетворенности не позволяют выявлять глубинные причины оценок и игнорируют многомерность образовательного опыта. В исследовании предлагается двухэтапный подход к анализу обратной связи 4910 студентов федерального университета, основанный на частотном анализе открытых ответов и экспертной рубрикации, который позволил систематизировать более 15 тыс. текстовых комментариев и выявить скрытые взаимосвязи между аспектами учебного процесса, практик, научно-исследовательской деятельности, инфраструктуры, информированности и социально-психологического климата. Результаты демонстрируют, что восприятие образовательной среды формируется как многомерный опыт. Студенты оценивают университет как единую систему, и снижение качества в одной сфере ведет к падению удовлетворенности в других. Значимыми драйверами выступают уважительное отношение, поддержка, прозрачные коммуникации и удобные цифровые сервисы и общая сервисная логика взаимодействия. Полученные данные имеют практическую ценность для совершенствования систем управления качеством образования, разработки цифровых сервисов и построения эффективной системы взаимодействия «студент – вуз».

In the context of increasing competition in higher education, universities are increasingly turning to the analysis for student experience as a key indicator of educational quality. However, conventional scale-based methods for measuring satisfaction fail to capture the underlying causes of student evaluations and overlook the multidimensional nature of educational experience. This study proposes a two-stage approach to analyzing the feedback from 4910 students of a federal university, combining frequency analysis of open-ended responses with expert rubrication. This design makes it possible to systematize over 15 000 textual comments and to identify latent interconnections among various aspects of the educational process, internships, research activities, infrastructure, information environment, and socio-psychological climate. The findings show that students’ perceptions of the educational environment are shaped as multidimensional experience. The students evaluate the university as an integrated system, and a decline in the quality of one component leads to reduced satisfaction with others. The key drivers of satisfaction include respectful treatment, support, transparent communication, user-friendly digital services, and an overall service-oriented logic of interaction. The results have practical value for improving quality management systems in higher education, developing digital services, and designing an effective framework for «student – university» interaction.

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The authors declare that there are no conflicts of interest present.