Evaluation of the Factors that Determine Quality In Graduate Education: Application of A Satisfaction Benchmarking Approach

摘要

The aim of this paper is to identify the quality determinants for education services provided by institutions in the Akdeniz University and to measure their relative importance from the students’ points of view. The analysis is based on a multi-criteria preference disaggregation approach for satisfaction benchmarking analysis and consists of the following parts: (1) the student satisfaction analysis, which concerns the identification of student preferences and includes the estimation of the relative importance of the different student satisfaction dimensions, and (2) the satisfaction benchmarking analysis. This study can be used in order to quantify internal quality assessment of the graduate education. More specifically, it’ll provide the identification and benchmarking of the strengths and weakness of the graduate education. This gives the ability to identify the most critical improvement actions and adopt the best practices of the graduate education.