engleski

Measuring service quality in higher education: the case of "Baltazar Adam Krcelic" College of Business and Management

Application of quality management system, including clearly defined standards, guidelines and procedures, is a strategic objective of every higher education institution. In order to remain sustainable, beside competitive educational programmes, higher education institution has to recognize needs, requirements and expectations of its users – students as well as find satisfactory ways to achieve it. Therefore, students' attitudes and perception of their higher education experience is definitely an essential element in ensuring quality. The paper deals with empirical data of service quality measurment and students' overall satisfaction with their higher education experience in the case of “Baltazar Adam Krcelic” College of Business and Management. As part of the quality monitoring and assesment of efficiency of the teaching and learning process, students' satisfactory survey is conducted in order to evaluate the teaching and institutional quality. Modified HEdPERF instrument was used to measure those specific goals. Results provide insight into status of quality management system and certain quality dimensions that have to be improved.

quality management system, service quality, higher education, research

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