<abstract xmlns="http://www.w3.org/1999/xhtml">

<p>The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations of university students from engineering courses, the statements used in the method were modified by adjusting them to key characteristics of services provided by the higher education system. The aim of the paper was to analyze gaps in expectations concerning services and the perceived level of meeting these services. The paper has a form of a case study.</p>
</abstract>

The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations of university students from engineering courses, the statements used in the method were modified by adjusting them to key characteristics of services provided by the higher education system. The aim of the paper was to analyze gaps in expectations concerning services and the perceived level of meeting these services. The paper has a form of a case study.

Identification of the Needs and Expectations of University Students from Engineering Courses on the Example of a University in Poland

System Safety: Human - Technical Facility - Environment

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations...

Identification of the Needs and Expectations of University Students from Engineering Courses on the Example of a University in Poland

Publié en ligne: 28 mars 2019

Pages: 498 - 505

Reçu: 03 nov. 2018

Accepté: 28 déc. 2018

DOI: https://doi.org/10.2478/czoto-2019-0064

Mots clés
quality, SERVQUAL, education

© 2019 Agnieszka Czajkowska et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Identification of the Needs and Expectations of University Students from Engineering Courses on the Example of a University in Poland

Publié en ligne: 28 mars 2019

Pages: 498 - 505

Reçu: 03 nov. 2018

Accepté: 28 déc. 2018

DOI: https://doi.org/10.2478/czoto-2019-0064

Mots clésquality, SERVQUAL, education

© 2019 Agnieszka Czajkowska et al., published by Sciendo

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

Mots clés
quality, SERVQUAL, education