بررسي ميزان رضايت مندي دانشجويان با توجه به معيار نتايج مشتري مدل EFQM (مطالعه موردي دانشجويان دانشگاه مازندران)

Examination of Studentsʹ Degree of Satisfaction Regarding the Criterion of Customer Results in the EFQM Model (A Case Study: Students of Mazandaran University)

Universities require an appropriate model and tools to qualitatively evaluate and ensure the procedure of the programs and processes related to the studentsʹ efficiency, effectiveness, and most importantly the degree of their satisfaction. In this regard, attraction and maintenance of the clients, who are considered the main audience in educational organizations, is one the major criteria with regard to quality and continuous improvement. The aim of this research was to measure the degree of the students or university clientsʹ satisfaction of the educational services and persistent post-educationaJ activities. In this research, all students of Mazandaran University were the accessible population of the research. 348 persons out of this population were selected a~ the research sample based on the Morgan Table. The method used in this research was descriptive and of survey type. The tool of data collection was a researcher-made questionnaire which was built on the EFQM modelʹs Customer Orientation component (corporate images of the department, products and services, delivery of education and follow-up after delivery of educational services, and loyalty to university). Using the SPSS software, the descriptive statistics (frequency, percentage, average, etc.] and inferential statistics (non-parametric and variance analysis tests) were used for the analysis. The results indicate that only 40 percent of the sample subjects expressed their satisfaction of the educational services. Accordingly, the Law and Political Sciences faculties are more customer-oriented than the other faculties, and the Political Sciences department is more client oriented than the other departments.