Abstract:

This paper aims to analyze students' perception about the quality of educational services in order to continuously improve educational service delivery and related services (provided by the secretariat or the other departments of universities).

The research was conducted at the level of the University POLITEHNICA of Bucharest, a technical university and had been based on three distinct descriptive research, one for each level of education (bachelor, master and doctorate).

The instrument used was the questionnaire, which was applied to a number of 337 respondents, students of the University POLITEHNICA of Bucharest. In the next step was performed a statistical analysis using nonparametric tests. Based on this analysis it was plotted influence the level of education on perception, vis-à-vis the quality of education and services provided.

For its development have been taken into account three most important aspects from testing of hypotheses of the research, namely the learning environment, teaching activity and its relationship with the secretariat. It was found that students at the bachelor have a less favorable perception regarding all aspects analyzed in this study. Students of master degree cycle have the most favorable perception of the teaching activity, while PhD students have most favorable perception on the learning environment and the relationship with the secretariat.

The lack of of representativeness of the sample included in this research could lead to a set of conclusions polarized in a particular area or ignore important elements of interaction between students and their university.

Marketing strategies of the universities should be developed from the perceptions of students, because schools do not know exactly what consumers want.

Although the sample is not statistically representative, the results are relevant and can be applied to the universities in the country for quality assurance in higher education

Keywords:

Influence, educational level, perception, quality of service, higher education.