PurposeThe present study seeks to design an index model of satisfaction among Iranian students who are studying at public universities in this country.Design/methodology/approachIn this research, data were collected in two stages: in the first stage, the data related to satisfaction indices were collected from 62 experts on pedagogical science and marketing management. In the second step, the data were collected from 1,404 students and were analysed by fuzzy analytic hierarchical process method, interpretive structural modelling and structural equation modelling.FindingsThe results of this study showed that three variables “perceived quality”, “organization image” and “Student relationship management” are reliable as indicators of student satisfaction. Also, contrary to the results of previous studies, the variable of expectations cannot predict the satisfaction of the students.Originality/valueModels of satisfaction have been designed in different fields. Also, in the measurement of satisfaction, attention to the field and customization is approved by researchers. Accordingly, the present study tries to design indices of satisfaction among students of state universities in Iran. It also pointed out the effect of customization on the formation of satisfaction at the Iranian and other universities.

Introduction: Tension and chaos are considered as a socioeconomic phenomenon that can have adverse effects on individuals, organizations, and the community if not properly managed. Therefore, this study was aimed to investigate the factors affecting the formation of tension and chaos among nurses of Yazd Province, Iran. Methods: This exploratory mixed methods research was conducted on nurses selected from 10 out of 31 hospitals of the province through cluster sampling and proportionate stratified random sampling. Data were collected using interview and a researcher-developed questionnaire. In total, 376 individuals were enrolled. The validity of the questionnaires was evaluated by face and content validity, and its reliability was verified using Cronbach's alpha test. Results: Out of 47 factors identified, 44 factors explained 70% of the tension construct. These factors were classified into seven categories and confirmatory factor analysis was used to verify the construct validity of the categories. The results showed acceptable initial clustering. Moreover, financial and economic factors, work conditions and job security were identified as the most important factors for explaining the studied construct. Conclusion: Given the issues discussed and viewpoints expressed about the seven categories identified regarding the strike by hospital directors, human resources area must be paid special attention and measures beyond changing the name of the administrative unit to human resources or human capital must be taken.