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What is Student/Customer Satisfaction

Engineering Education Trends in the Digital Era
Student/customer satisfaction is defined as a measurement that determines how happy students/customers are with a company’s products, services, and capabilities. Student/customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.
Published in Chapter:
Content Suggestion for Mobile Applications to Facilitate Student Life in Technical Universities: The ITU Mobile
Cahit Ali Bayraktar (Istanbul Technical University, Turkey)
Copyright: © 2020 |Pages: 25
DOI: 10.4018/978-1-7998-2562-3.ch011
All sorts of products, technologies, and devices are obsoleted more quickly than ever nowadays. Special, mobile applications, which make human life easier in a lot of ways, should always be up to date to avoid falling into disfavor. Thus, they need to keep pace with customer expectations. This study aims to present a way to offer content suggestions for university mobile applications. For this purpose, two focus groups on separate campuses of Istanbul Technical University (ITU) were formed in order to determine student expectations on the university's official mobile application (ITU Mobile). In addition to the 14 currently available features of the ITU Mobile, 32 additional features were identified as expectations, and the analytic hierarchy process (AHP) was employed to prioritize them. Results indicate that when designing mobile applications, universities should pay attention to several dimensions such as refreshment, life, education, facility, integration with other applications, and transportation to better facilitate their students' campus life.
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