Research of student satisfaction with service of higher education

Abstract

In the conditions of overall globalization, higher education institutions should develop mechanisms of sustainable development and success in the competitive academic field. Designing a quality management system is the basis for continuous improvement of services, as well as recognition of obligations towards the users and parties in interest. In order to reach its goals, a higher education institution should offer continuously improving values to its users. Understanding , meeting and surpassing the needs and expectations of higher education users is of utmost importance for gaining competitive advantage, positioning in the academic field, sustainable development, and with that, reaching sustainable success. The aim of the research presented in this paper at emphasizing the significance of application of the quality management system model as an efficient tool for providing quality in the educational process, improving higher education service and reaching satisfaction of the users. Such an approach enables the management structure of a higher education institution to have a constant monitoring of the key parameters of its business activities and to make decisions in the field of constant quality improving.

Keywords

• quality management system
• a higher education institution
• users
• students
• satisfaction
• sustainable success