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Servqual - a tool for quality assessment in education
Abstract
The article raises a crucial aspect of educational organizations, their functioning and performance, i.e., their evaluation of education quality based on one of the available methodsand measuring tools – Servqual. The introductory part of the paper focuses on the role of satisfaction in the context of quality assessment, its impact on the process of organizational management and customers’ perception. There are indicated particular stages of the measurement proceedings based on identification of satisfaction assessment gaps – the difference between expectations and customer perception as well as an example survey construction. The final part is an analysis of measuring data received from respondents – students, as a result of the educational assessment research in one secondary technical school.
Keywords:
management , education quality , education , ServqualDownload files
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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No. 16 (2020)
Published: 2020-12-31
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.