Evaluation of user satisfaction as a key indicator of success in the maritime education quality management system

The quality of maritime education and training (MET) is a key factor in developing competent seafarers. In line with the requirements of ISO 9001:2015 (Clause 4.4), institutions involved in MET must establish and implement criteria and methods for measuring the effectiveness of their processes. Continuous monitoring of key performance indicators (KPIs) is crucial to ensure the ongoing improvement of these processes. This paper examines one such KPI—user satisfaction with the educational process. The analysis is based on a survey conducted among students from secondary maritime schools and maritime faculties in Montenegro and Croatia. Additionally, the research includes active seafarers and representatives of maritime agencies that employ graduates from these institutions. A comparative analysis of all respondents' feedback allows for the identification of potential areas for improvement within MET institutions. The results show a generally consistent level of user satisfaction across different institutions, while also highlighting specific areas needing enhancement—particularly in practical training and the application of acquired knowledge onboard. Feedback from maritime agencies further supports the evaluation of educational quality and offers a valuable basis for refining curricula and training programs.