PERSPECTIVES ON MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES
PERSPECTIVES ON MEASURING THE QUALITY OF HIGHER EDUCATION SERVICES

Summary/Abstract: Rapid diversification of services and intensifying competition have led to increased interest of companies for the relationship with costumers and for customers’ expectations. Similarly, in the context of the profound competition on the educational services market, higher education institutions seek to gain competitive advantage, which is why it is very important for them to understand the expectations of their clients and hence to satisfy them. For the strategic management of higher education institutions, the quality of educational services viewed from the students' perspective becomes an element of primary interest, even more important than the quality judged from a legislative perspective. That is why, the management of higher education institutions needs additional tools to measure the quality more than the legislative ones, about which can only say that they just ensure the premises of quality, the student being, ultimately, the only one that validates the quality of the educational services. The main purpose of this paper is to analyze the literature on the higher education services quality assessment in order to identify a number of relevant factors for the Romanian higher education consumer and, moreover, for the consumer of higher education services in the field of economic sciences.

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