Анализ удовлетворенности потребителей образовательных услуг как инструмент управления качеством

Abstract

Abstract. In the new competitive conditions, the consumer of educational services acts as an "ar-biter" of quality, so ignoring the influence of consumer satisfaction factors is unaccepta-ble. The article provides a comparative analysis of the concept of customer satisfaction by different authors and formulates the author's complex concept of "customer satisfac-tion". The main approaches to measuring the level of customer satisfaction are highlight-ed. The basic set of elements of the general population of consumer satisfaction research for educational organizations is considered. The practice of monitoring the satisfaction of consumers of educational services of NRU "BelSU" is presented on the example of a group of external consumers – "employers". The possibilities of using the results of moni-toring the satisfaction of consumers of educational services as a tool for quality man-agement are determined. The results of the study can be used in the process of develop-ing a marketing strategy and developing a quality management system for educational organizations.