Perception of Service Quality: Student Oriented Model

AbstractThe goal of knowledge society is to meet the requirements of global learning needs. The passing from élite to mass education call for innovative solutions and consequently provides educational opportunities to diverse spectrum of students. Higher education institutions have to develop strategic preferences to ensure that the service meets students’ needs and expectations. Education institutions should deliver knowledge in a way that enhance teaching and help students to develop to their full potential. In today's competitive environment the service quality is becoming increasingly important. While examining education service quality, many researchers focus on students’ experiences, their perceptions of quality and satisfaction.The aim of the paper is to examine different aspects of quality service impacting students’ satisfaction. The results of the empirical analysis indicate that there is a positive correlation between pedagogical approach and technical support on students’ satisfaction. The findings provide insights into students’ preferences that are closely related to their perceptions of different dimensions of quality which can serve as framework for action plans for quality improvement