Servqual w ocenie jakości kształcenia w szkole wyższej ‒ możliwości i ograniczenia w świetle badań empirycznych
Servqual in the assessment of qualityof university education − possibilitiesand restrictions in the light of empirical research

Summary/Abstract: The purpose of the paper is to assess the quality of university education in the perspective of the gap analysis model of service quality and Servqual method. This article is composed of three parts. The first one shows the synthesis of methodological approaches to the study of services’ quality. In the second part the problem of quality of education and broader quality of university education services is discussed. The third part is an exemplification of the title problem. It presents the results of the research done on the sample of 773 graduates of the University of Economics in Krakow. It shows how they define the quality of university studies and the real meaning of 15 basic criteria for assessing the quality of service at the university.

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