Measuring Quality of Services at HEI: Case of Private University in BiH (doi: 10.14706/icesos173)

Abstract: The main purpose of this study is to investigate quality level of higher education institution's (HEI) services through students' perceptions, and to conduct cross years’ comparative analysis. Main instrument for this study is a survey with several dimensions dealing with different aspects of higher education: quality in general, quality of academic staff, quality of administrative staff, quality of campus, quality of study programs, quality of services, personal development support, education facilities and cafeteria. Software used in the study is Microsoft Excel. In total, 440 responses were collected which represents almost 50% of population. Cross years comparative analysis indicated tremendous increase in all indicators after institution has implemented HEA standards and went through successful accreditation process. Recommendations for corrective/preventive measures will be given wherever necessary. Results of the analysis show that students's rating of university services on the level of university have mean of 5,1 which indicates that students are slightly satisfied with the services of university overall. Keywords: HEI, university, quality, comparative analysi