Pomiar jakości usług edukacyjnych z wykorzystaniem metody Kano
The measurement of quality of educational services with the use of Kano method

Summary/Abstract: Quality is an important factor in organizational performance, including educational institutions. It should be a subject of systematic measurement, aimed at determining the degree of satisfaction from products. There are many methods for measuring the quality of services. This article presents an attempt to identify the characteristics of the quality of educational services provided at the Faculty of Management at the University of Gdansk, with the use of one of such methods, so-called the Kano method. The survey was conducted in November 2013. The results also included the impact of individual characteristics on the level of the total satisfaction and dissatisfaction from the offered service.

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