engleski

Higher education service quality: students' perceptions and satisfaction during study period

Service quality is becoming a key issue in development of higher education institutions in Croatia. As the sector of higher education is privatized and liberalized, there is a growing competition between higher education institutions for both students and funds. The higher education sub-sector where this competition is the highest is the business education, where there are currently 7 public universities and 4 public colleges as well as 17 private higher education institutions that offer several programs and education levels in the field of business education (AZVO, 2014). According to press report (Jutarnji list, January 2014), these programs were taken by altogether over 52 000 students, despite the fact that about 1/3 of registered unemployment is of business education background. Obviously, business education is very popular in Croatia. The aim of this paper is to find out how students perceive the education service quality at one of the public higher education institutions in the field of business education- Faculty of Economics in Osijek (EFOS) and if and how does this perception and their satisfaction with the education service quality changes during the study period.

higher education, service quality

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