Solutions to improve the quality of higher education services in crisis situations using soft systems methodology (Case study: Shahid Beheshti University)

The education sector encountered serious problems and the quality improvement of higher education services stopped after the Covid-19 pandemic. After the peak period of this virus, it is required to predict the crisis and consider appropriate solutions to improve the quality of higher education services. Thus, this study aimed to provide some solutions to improve the quality of higher education services in crisis situations.This study was applied in terms of objective and mixed in terms of approach. Interviews and questionnaires were used in this study for data collection. The combination of soft systems methodology with hesitant fuzzy best-worst method (HFBWM) was used to encounter the research problem. Based on soft systems methodology, three general areas were presented to improve the quality of higher education services. Such areas included the solutions related to support services, solutions related to social development and team spirit, and improvement solutions related to management and planning. Thus, several solutions were provided in each area for Shahid Beheshti University. Finally, the solutions were prioritized based on the HFBWM. The establishment of updated educational systems, implementation of a strategic operational plan to improve services, and scientific consensus to improve education were considered as the prioritized solutions to improve the quality of higher education services in crisis situations at Shahid Beheshti University.