engleski

Students’ Perception of the Higher Education Service Quality

Changes in the higher education system resulted in higher education institutions having to pay more attention to their students. Keeping students and ensuring their satisfaction is the basis for sustainable success of higher education institutions. The aforementioned is the reason why this paper is focused on analyzing students’ perception of the quality of service in higher education. The main purpose of this paper is to analyze how students in the Croatian system of higher education perceive the quality of service and if there are differences with regard to individual characteristics of students. On the basis of HEdPERF instrument, data was collected for 1454 students from 93 higher education institutions in the Republic of Croatia. Principle component analysis was conducted to define key dimensions of quality. Based on the results of the analysis, five dimensions were extracted: access, non-academic dimension, academic dimension, space and study programs, and reputation of a higher education institution. The second part of the research was based on exploring the impacts of the control variables on the perception of quality. The results have indicated the existence of a statistically significant difference between students’ perceptions for the majority of the observed control variables.

customers’ satisfaction; HEdPERF; principle component analysis; quality dimensions.

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