Increasing Student Satisfaction in Master’s Programs

The goal of the Master Thesis is to develop management decisions in order to increase customers’ satisfaction with the quality of educational services of Master’s programs. The project has been conducted on the basis of Linguistics Master’s program of Peter the Great Saint Petersburg Polytechnic University. Characteristics of education as a specific service have been discussed as well as modern approaches to its’ quality evaluation. The situation on the market of linguistic education in Saint Petersburg and Leningrad region has been analyzed. Specific features of the Linguistics Master’s program of Peter the Great Saint Petersburg Polytechnic University have been discussed. Taking into account characteristics of the region, university, field and level of education, a questionnaire has been developed. It helps to evaluate all the components of the Master’s education: content, organization, facilities and equipment, teaching staff, interpersonal communication. It has been detected that Master students satisfy with the educational services at a high level. However, some problems and areas for improvement have been revealed. Management decisions have been developed and proved. Recommendations for improvement have been suggested for educational content, facilities and equipment, teaching staff, learning process support, and Master’s programs marketing.