Students’ opinions of service quality in the field of higher education

Jacek Puchała


The reform of higher education has introduced some changes in the scoring of publications and the award of degrees and academic titles. Missing are changes in the regulations concerning the financing of studies. Students still do not know how much money is spent on their education. Thus, financial resources should be reflected in the quality of information received. This article is a case study of students of Economics and Management from the Faculty of Agriculture and Economics of the University of Agriculture in Krakow and the Faculty of Management and Production Engineering of the State Vocational College in Oświęcim. The SERVQUAL survey method was applied. The research was conducted during the summer semester of the 2018/19 academic year. The results of the research indicate that students at the public college in Oświęcim have higher expectations than those from the university in Kraków. The students of the University of Agriculture evaluated the quality of their education as being closer to their expectations. Moreover, students of part-time studies are usually more demanding than their full-time counterparts. However, it is easier to satisfy lower expectations. Through appropriate marketing of the university, the marketed product can be shaped in such a way that the quality assessment is satisfactory for the university.
Author Jacek Puchała (FoAaE / DoSnSP)
Jacek Puchała,,
- Department of Statistics and Social Policy
Journal seriesZeszyty Naukowe Politechniki Śląskiej. Organizacja i Zarządzanie, ISSN 1641-3466, (N/A 20 pkt)
Issue year2020
Publication size in sheets0.75
Keywords in Englishquality management, higher education, quality of education, student expectations, SERVQUAL
Languageen angielski
Students’ opinions of service quality in the field of higher education of 01-07-2020
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Score (nominal)20
Score sourcejournalList
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LicencjaPdf dostępny na stronie wydawnictwa 01.07.2020
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