Providing a Model for Improving the Students' Satisfaction from Governmental and Non-Governmental Universities

Purpose : The research is conducted to provide a model for improving the students' satisfaction from governmental and nongovernmental universities in Zanjan province. Methodology : The research method is mixed (quantitative-qualitative) exploratory-confirmatory. The statistical population of this research is of higher education professionals active in governmental and non-governmental universities in the qualitative section. Purposive sampling method by using snowball technique and applying theoretical saturation grounded theory of semi-structured interviews for 20 experts was used. The statistical population of the quantitative part of the research included all active students in public universities and nongovernmental universities in the second semester of the academic year 2017-2018. The data collection method of the quantitative section is a researcher-made survey questionnaire. Findings : Final model -which consists of dimensions (educational, research, administrative /financial, welfare, cultural, political, technology, virtual, and international), and 23 components and 70 indices about the field of improvement of the student satisfaction- was confirmed by the results of the research. Conclusion : The results showed that all these factors should be addressed in Improving the Students Satisfaction. the following factors influence on the student’s satisfaction as the main customers of higher education: Academic experience; Teaching quality; Student life; Facilities; and Student support components. Martirosyan in a research entitled "Investigating the factors affecting student’s satisfaction examined and analyzed the following dimensions of the students satisfaction: Faculty services; Academic experience; Student support facilities; Integration of university life with social life; and Demographic dimensions including: Age; Gender; Social class; Field of study; The type of institution; of the institution; Housing situation; Permanent residence status; Status of financial assistance; Employment status . The results of this research showed that these factors influence on the student’s satisfaction. Motefakker in her research aimed at assessing the level of students' satisfaction showed that the following factors influence on the students' satisfaction: The quality of welfare services; The activities and religious atmosphere of the university; The types of books and university library theses; The conditions of the dormitory; The conditions of the classroom in terms of heat; The lighting and cooling system; The quality of food materials of the self-service; The activities of the scientific committee and cultural centers of the university; Transportation services; The site of the college; and The internet of the university. the satisfaction status of postgraduate students from the quality of services provided by public universities in Tehran": provision of desirable educational, and research, and welfare as well as administrative services. The results show that the AVE (Average Variance Extracted) for students' satisfaction dimension from governmental universities was 0.661, and from non-governmental universities was 0.660. Considering that the appropriate value of Cronbach's alpha is 0.7, for the composite reliability is 0.7, and for AVE is 0.5, and all criteria are appropriate for estimating the load factors, as a result, the convergence validity of the model and the suitability of the fitting of the measurement models was confirmed. The Fornell and Larker matrices are presented below for a divergent validity study: