The Role of Multi-Channel Feedback Ecosystems in Quality Assurance Processes in Higher Education: The IGUMER Model
2nd THEQC International Conference on Quality Assurance and Accreditation (ICQAA 2026), İstanbul, Türkiye, 14 - 15 Eylül 2026, ss.429-438, (Tam Metin Bildiri)
- Yayın Türü: Bildiri / Tam Metin Bildiri
- Basıldığı Şehir: İstanbul
- Basıldığı Ülke: Türkiye
- Sayfa Sayıları: ss.429-438
- Açık Arşiv Koleksiyonu: AVESİS Açık Erişim Koleksiyonu
- İstanbul Gelişim Üniversitesi Adresli: Evet
Özet
Stakeholder feedback can contribute to quality assurance when institutions record it consistently, assign responsibility for responses, and connect recurring issues with institutional review. This study examines IGUMER (Istanbul Gelisim University Communication Center) as a case of an integrated, multi-channel feedback system in higher education. A document-based case study is supported by descriptive summaries of 18,389 recorded feedback submissions within the reported observation window of 1 June 2021 to 1 June 2026. Institutional policies, procedures, and process descriptions are used to examine channels, routing, coordinator review, administrative closure, and post-closure feedback. Application counts are summarised by stakeholder group, type, and reporting period. Students account for 91.81% of recorded applications. Requests, wishes, and suggestions together account for 66.89%, indicating that the register serves functions beyond complaint handling. The documented workflow combines central registration with review of unit responses and an opportunity for applicants to request reassessment. These features provide a framework for traceability and stakeholder communication. The analysis does not establish reductions in response time, improvements in satisfaction, or causal effects on institutional quality outcomes. IGUMER offers a practical institutional example whose potential contribution to organisational learning depends on how feedback is reviewed, translated into decisions, and followed through in practice.