Methodological aspects of designing a subsystem for monitoring customer satisfaction in the university quality assessment system

UDC 378:005.6-051

https://doi.org/10.20339/AM.06-23.085

Veronika P. Monakhova, PhD in Engineering, Docent, Moscow Aviation Institute (National Research University), e-mail: monakhovavp@mai.ru

Anastasia M. Erikova, Senior lecturer, Moscow Aviation Institute (National Research University)

Olesya N. Chapurina, directorate specialist, Moscow Aviation Institute (National Research University)

The article discusses the methodological principles of building a subsystem for monitoring the satisfaction of the main groups of consumers of educational services; features of the application of qualimetric methods in assessing the quality of educational activities. The structural scheme of the indicators of the quality of educational activity, the results of the approbation of the developed methodology for calculating the complex indicator of satisfaction of consumer groups with the quality of educational activity on the example of assessing the satisfaction of students of additional vocational education programs, their employers and university employees involved in the educational process are given. Based on the calculation of individual and complex quality indicators and their comparison with target indicators, the problems identified in the course of the study of the implementation of educational programs are analyzed. The determination of group (or complex) indicators was carried out using the weighted average method, which made it possible to calculate group complex (or complex) indicators by averaging the estimates of individual indicators, taking into account their weighting coefficients. To identify the situation according to the diagnosed level of satisfaction of students with the quality of educational activities, a developed diagnostic scale was used with a description of the characteristics of the identified situation. The value of the complex indicator of satisfaction of consumer groups with the quality of educational activity obtained in the work is 0.86, which makes it possible to diagnose a high level of satisfaction and characterize the situation at the university as prosperous.

Keywords: additional professional education, quality assessment, indicators, qualimetric methods, monitoring, analysis.

References

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