engleski

Students' perceptions of service quality in Croatian higher education

In the service industry quality is usually defined as a customer satisfaction. In higher education system the role of student as a customer is more complex than in other services. Students are not just customers who receive the service. They are active participants in the service provision process and process results depend on their activities. Therefore, it is important to measure their perceptions and expectations in order to achieve success and quality of the educational process. The aim of this paper is to analyse how students in Croatian higher education system perceive institutional service quality. The research questionnaire is based on HEdPERF instrument. Research results provided insight into status of institutional quality management system and indicated the need to improve certain quality dimensions that got lowest score. Furthermore, quality perceptions were analysed based on the specific students' characteristics.

National systems of higher education; Quality; Student experience

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