Assessment Model of Quality and Demand for Educational Services Considering the Consumers’ Opinion

Abstract

Purpose: The purpose of the article is to develop an integrative, structural and functional, indicative, aggregating, algorithmic, the multi-criteria model for assessing the quality and demand for educational services of higher education considering the consumers’ opinion.
 Methodology: The leading research method of the indicated problem was the assessment of various aspects of educational relations in the process of complex diagnostics of the studied phenomena, which includes: preliminary system model of research, interpretation and operationalization of the basic concepts included in it; relevant means of fixation of primary characteristics; the order of data collection; algorithm of analysis and data processing in order to obtain a rating assessment proposed as a mechanism for assessing the quality and demand for educational services with the participation of consumers.
 Result: The authors substantiate the inclusion in the system of indicators of both objective characteristics: the professional status of graduates of higher educational institutions (the share of employed, the level of wages, the area of employment), the status of educational programs (social and professional accreditation), and their subjective characteristics, expressed in: the formation of professional competencies of graduates (including hard skills and soft skills), which together characterize their professional subjectivity. The materials of the article are of practical value for government agencies, heads of educational institutions, rating agencies, representatives of organizations-employers, applicants, their parents, and students.
 Applications: This research can be used for universities, teachers, and students.
 Novelty/Originality: In this research, the model of Assessment model of quality and demand for educational services considering the consumers’ opinion is presented in a comprehensive and complete manner.

Customer Satisfaction With Additional Professional Education In The Context Of Risk-Based Thinking

“…At the same time, focusing on the requirements and expectations of customers in modern conditions of educational organization management is considered as one of the goals of its mission (along with profit and social significance) and the main conceptual principle of its quality management system (within many international standards and models, in particular ISO 9000:2015, ISO 21001:2018, CQAF, TQM, ENQA, etc.) (Aniskina & Lunina, 2017;Aniskina & Terekhova, 2019;Fishman et al, 2018;Parshutina et al, 2019;Tyurikov et al, 2019).…”