Document Type : Original Article
Authors
1 Department of Management, Ayandegan Institute of Higher Education, Tonekabon, Iran.
2 Department of Mathematics, Ayandag Institute of Higher Education, Tonkabon, Iran.
Abstract
Purpose: From a marketing perspective, attracting and retaining customers is the key to long-term success in business. From a systemic perspective, higher education institutions can be considered as a type of economic system in which students are the primary customers of these systems. The present research focuses on examining the factors that affect the satisfaction and dissatisfaction of students in the management group at a higher education institution.
Methodology: In this study, the data was collected through telephone interviews with institution graduates over the past two years. After conducting the interviews, the data was analyzed descriptively.
Findings: The results obtained from the interviews indicate significant dissatisfaction with the professors' teaching methods. Additionally, in the managerial aspect, many students expressed dissatisfaction with the lack of smart classrooms, inadequate cafeteria facilities, and the lack of interaction between department heads and students in the thesis process. In the administrative aspect, inappropriate behavior and lack of responsibility among the educational and administrative staff have also led to student dissatisfaction.
Originality/Value: Unlike the format of research conducted in this area, which is generally quantitative and deductive, this research was conducted through a survey and interviews.
Keywords: Customer Satisfaction, Customer Dissatisfaction, Management Department, Higher Education Institute.
Keywords
Main Subjects
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