Wyniki badań oczekiwań i satysfakcji klientów uczelni wyższej z obszaru województwa śląskiego
Research results of expectations and satisfaction of clients of higher education institution in the Silesian Voivodeship region

Summary/Abstract: Th contemporary economy, called also the” knowledge based economy”, assumes the development of science and education of the society as a basic factor of socio-economic development of nations. The realization of this type of development originated in the multiple increase of numbers of students, and thus, numbers of higher education schools in the world, what is also observed in Poland. In line with the increase of number of schools, problems concerning the quality of their educational services appeared. In order to achieve high educational quality an orientation on the client’s needs is necessary, i.e. defining standards, reaction on client’s suggestions and opinions concerning the education process as well as monitoring the client−student satisfaction. Perfecting the education quality is nowadays one of the main goals which higher education schools aim to achieve. In this paper the results of research performed at one of the universities located in the Silesian Voivodeship are presented. The goal of the research was the identification of expectations and studying of student’s satisfaction level concerning the educational offer of the University. Presented results were applied in the improvement process of the Faculty’s System of Education Quality.

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