An Experiment of Measuring Customers’ Satisfaction with University Services
https://doi.org/10.15826/umpa.2023.03.020
Abstract
The university as an educational organization tries to satisfy students’, employees’, partners’, and other interested parties’ needs. One of the tools for assessing the effectiveness of this activity is the “voice of the customer” approach. This article presents the experiment of using this technology in the Russian Presidential Academy of National Economy and Public Administration. Our purpose is to analyze the results of studying the “voice of the customer” within the university, to show the capabilities, limitations, and possibilities of using this toolkit when developing the educational institution’s activities. The main research method is a sociological survey of various internal and external university customers. Descriptive methods are also used to analyze the survey results. Our study shows the applicability of the “voice of the customer” technology for improving the quality and effectiveness of the university’s core activities. If used systematically, this approach promises to become a tool for assessing and developing various spheres of the university’s functioning.
Keywords
Supporting agencies: The article was supported by the Directorate for the Development of Educational Programs of the Russian Presidential Academy of National Economy and Public Administration
About the Authors
R. A. Dolzhenko
Ural State University of Economics
Russian Federation
Russian Federation
Ruslan A. Dolzhenko – Dr. hab. (Economics), Professor of the Department of Labor Economics and Human Resources Management
62/45 8 Marta/Narodnoi Voli str., Ekaterinburg, 620144
S. B. Dolzhenko
Ural State University of Economics
Russian Federation
Russian Federation
Svetlana B. Dolzhenko – PhD (Economics), Head of the Department of Labor Economics and Human Resources Management
62/45 8 Marta/Narodnoi Voli str., Ekaterinburg, 620144
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Review
For citations:
Dolzhenko R.A., Dolzhenko S.B. An Experiment of Measuring Customers’ Satisfaction with University Services. University Management: Practice and Analysis. 2023;27(3):17-24. (In Russ.) https://doi.org/10.15826/umpa.2023.03.020
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