Measurement of Student Satisfaction as an Important Input for Strategic Planning: A Case from Dokuz Eylül University
Authors: Aysun KAPUCUGİL İKİZ, Muhammet DAMAR, Güzin ÖZDAĞOĞLU, Cenk ÖZLER, Yasemin ARBAK, Pınar TUNCEL, İlgi KARAPINAR, Recep YAPAREL
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For the purpose of providing a better quality of service for their students, higher education institutions develop both academic and social strategies that will meet students’ expectations, and they can monitor the performance of the related activities efficiently by integrating them into their strategic plans. Although students’ expectations from the institutions in which they are registered can be provided directly through feedback mechanisms, there is a need for a sustainable system through which students’ opinions on all of the services are gathered in a systematic way. In this regard, the objective of this study was to design an information system measuring the satisfaction level of the students about the services/ facilities provided by the university on a regular basis and reporting the results of the measurement to the university management in a certain format. In this descriptive research that was carried out within the scope of Dokuz Eylul University quality assessment, evaluation and assurance activities in higher education, an electronic form was developed which was integrated into the Dokuz Eylul University Information System. Through this form, particular questions were asked covering many service dimensions, i.e., infrastructure facilities, the provided services, educational and career development, approaches of the university towards the students, communication with students, attitudes of students towards the university, etc. The evaluations of students’ feedback were performed based on descriptive statistics, and an additional assessment scale was also generated to classify and order the overall satisfaction levels as primary priority to improve, secondary priority to improve, opportunities available, and the areas where the university is strong. This system helped to make decisions for the improvements in required fields, generated inputs to the strategic plan of Dokuz Eylul University for determining policies and goals to increase the quality of education, student satisfaction and provided a capability for performance evaluation in the achievement of these goals by systematic measurements.