About this paper

Appears in:
Pages: 2730-2738
Publication year: 2014
ISBN: 978-84-616-8412-0
ISSN: 2340-1079

Conference name: 8th International Technology, Education and Development Conference
Dates: 10-12 March, 2014
Location: Valencia, Spain

MEASURING SERVICE QUALITY IN HIGHER EDUCATION: THE CASE OF "BALTAZAR ADAM KRCELIC" COLLEGE OF BUSINESS AND MANAGEMENT

I. Jemric Ostojic

"Baltazar Adam Krcelic" College of Business and Management (CROATIA)
Application of quality management system, including clearly defined standards, guidelines and procedures, is a strategic objective of every higher education institution. In order to remain sustainable, beside competitive educational programmes, higher education institution has to recognize needs, requirements and expectations of its users – students as well as find satisfactory ways to achieve it. Therefore, students' attitudes and perception of their higher education experience is definitely an essential element in ensuring quality.

The paper deals with empirical data of service quality measurment and students' overall satisfaction with their higher education experience in the case of “Baltazar Adam Krcelic” College of Business and Management. As part of the quality monitoring and assesment of efficiency of the teaching and learning process, students' satisfactory survey is conducted in order to evaluate the teaching and institutional quality. Modified HEdPERF instrument was used to measure those specific goals.

Results provide insight into status of quality management system and certain quality dimensions that have to be improved.
@InProceedings{JEMRICOSTOJIC2014MEA,
author = {Jemric Ostojic, I.},
title = {MEASURING SERVICE QUALITY IN HIGHER EDUCATION: THE CASE OF "BALTAZAR ADAM KRCELIC" COLLEGE OF BUSINESS AND MANAGEMENT},
series = {8th International Technology, Education and Development Conference},
booktitle = {INTED2014 Proceedings},
isbn = {978-84-616-8412-0},
issn = {2340-1079},
publisher = {IATED},
location = {Valencia, Spain},
month = {10-12 March, 2014},
year = {2014},
pages = {2730-2738}}
TY - CONF
AU - I. Jemric Ostojic
TI - MEASURING SERVICE QUALITY IN HIGHER EDUCATION: THE CASE OF "BALTAZAR ADAM KRCELIC" COLLEGE OF BUSINESS AND MANAGEMENT
SN - 978-84-616-8412-0/2340-1079
PY - 2014
Y1 - 10-12 March, 2014
CI - Valencia, Spain
JO - 8th International Technology, Education and Development Conference
JA - INTED2014 Proceedings
SP - 2730
EP - 2738
ER -
I. Jemric Ostojic (2014) MEASURING SERVICE QUALITY IN HIGHER EDUCATION: THE CASE OF "BALTAZAR ADAM KRCELIC" COLLEGE OF BUSINESS AND MANAGEMENT, INTED2014 Proceedings, pp. 2730-2738.
User:
Pass: