Abstract:

This study investigates the relationship between the institutional, process, and individual quality dimensions of the adult education system. The previous research emphasized the need for deeper understanding of quality management processes in the field of adult education, suggesting involvement of multiple stakeholders in further studies. Moreover, the apprehension that customer satisfaction should be the ultimate measure of quality is often accepted in the adult education context. This paper adapted a more comprehensive approach, focusing on student performance and learning outcomes together with satisfaction. The purpose of this study is to develop a comprehensive multilevel framework for analyzing quality management systems in adult education including multiple stakeholders: management, teachers and students, and focusing not only on student satisfaction, but also on their performance and learning outcomes. The study draws attention to the importance of quality system as main institutional level determinant of student performance and it suggests a multilevel conceptual framework for its empirical testing.

Keywords:

Quality of provision, satisfaction, learning outcomes, adult education.