Internal shareholders satisfaction analysis in a higher education institution: The case of Pamukkale University

Abstract

Quality development studies in higher education institutions become more of an issue in recent years regarding competition globally. The studies in the universities in Turkey are carried out within the scope of the legislation determined by the Council of Higher Education. In this context, universities are held responsible of setting up the internal quality assurance system and external quality assurance system and as well as internal and external evaluation processes. In this study, the internal shareholders (academic staff, administrative staff, and students) satisfaction surveys conducted in the context of the internal evaluation process in a higher education institution and designed according to the Guidelines for Preparing the Institutional Internal Evaluation Report of the Higher Education Council were analyzed using Structural Equation Model. Factors affecting the satisfaction of the shareholders were determined according to the obtained data, and it was determined that the survey was not appropriate for the questioning of the students even though the same and high relation was observed between the subheadings in the questionnaire prepared for the students.