engleski

Perceived Service Quality at Private and Public Higher Education Institutions

The paper examines students’ perceptions of the service quality at business higher education institution in Croatia and compares student’s ratings from private and public higher education institutions. The service quality in business higher education is crucial issue because of increasing stakeholders’ requirements and fierce competition among higher education institutions. Students are primary customers in higher education and their perceptions are the most important for the quality improvement. Therefore, the aim of this paper is to determine how students perceive higher education service quality and to define improvement strategies. Students’ perceptions are examined using SERVPERF instrument and results are analysed using principal component analysis to define key dimensions of higher education service quality. Five dimensions were extracted: access, non-academic dimension, reputation, study programs and services, and academic dimension. Moreover, the research explored the impact of control variables on students’ perceptions.

service quality; student perception; higher education; SERVPERF; quality improvement; Croatia

nije evidentirano