European Journal of Service Management

Previously: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

ISSN: 2450-8535     eISSN: 2353-2858    OAI    DOI: 10.18276/ejsm.2017.23-09
CC BY-SA   Open Access 

Issue archive / Vol. 23, 3/2017
Increasing the level of educational services quality in higher education

Authors: Adam Stecyk
University of Szczecin, Poland
Keywords: quality education higher education e-learning ICT
Data publikacji całości:2017
Page range:8 (71-78)
Klasyfikacja JEL: I21 I23 I25 O32
Cited-by (Crossref) ?:


The aim of the article is a presentation of the model of improving the educational quality service in higher education. Analysis was based on the model that uses: SERVPERF method testing the quality of service, a Likert scale and new framework tool that identifies the main factors determining the quality of a structural, methodical and social area in higher education. The proposed research concept can be used to analyze level of service within the framework of specific subjects, teaching staff and teaching modes, such as blended learning mode. Assuming a proper (the best description of the nature of education and quality) selection of descriptive characteristics and transforming them into real determinants of quality, the proposed concept can be used to improve the quality in other organizations. The main argument of the article assumes that maintaining and expanding a competitive advantage in the market of educational services in higher education, requires monitoring and flexibility in the implementation of both, proven technology and new, innovative educational tools, what leads to increased level of quality, usability and efficiency of distributed knowledge.
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