Towards higher education quality assessment framework for students satisfaction evaluation

Abstract

This paper presents the framework of higher education quality assessment. The estimates of education quality can be used by the chiefs of higher education establishments (HEE) to take management decisions. The suggested approach is based on SERVQUAL method, supposing that education quality is the quality of provided service. Within the elaborated framework students fill in the questionnaire, their answers reflect the gap between perceived and expected education quality. The survey results are processed with the help of Rasch model. This approach was tested at the Information and management faculty of National Technical University "Kharkiv Polytechnic Institute".