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Perceptia studentilor despre calitatea serviciilor de invatamant superior

Listed author(s):
  • Alina Olteanu


    (School of Marketing, Bucharest University of Economic Studies)

Registered author(s):

    Standardele din ce in ce mai ridicate si dinamica pietei au determinat universitatile sa-si regandeasca strategiile, pentru a ramane competitive. Studentii au ajuns in postura de a alege institutiile in functie de preferinte. In aceste conditii, opinia studentilor este fundamentala pentru evaluarea calitatii serviciilor de invatamant, deoarece ei sunt adevaratii consumatori ai acestor servicii si din acest motiv pot fi considerati cei mai potriviti judecatori. Articolul de fata va demonstra apartenenta invatamantului la sfera serviciilor si va reliefa o privire de ansamblu asupra nevoilor si cerintelor studentilor Facultatii de Marketing, a satisfactiei acestora fata de calitatea serviciilor de invatamant. De asemenea, lucrarea va avea ca obiectiv determinarea domeniilor deficitare ale serviciului de invatare-predare, avand la baza modelul SERVQUAL adaptat. Nu in ultimul rand, lucrarea va determina cea mai importanta dimensiune a calitatii invatamantului pentru studenti, dintre fiabilitate, receptivitate, competenta, comunicare, intelegerea studentului, securitate si tangibilitate. Pentru acestea se vor utiliza informatii primare obtinute printr-o cercetare directa, ce au la baza un chestionar autoadministrat.

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    Article provided by Bucharest University of Economic Studies, School of Marketing in its journal Revista de Marketing Online (Journal of Online Marketing).

    Volume (Year): 5 (2011)
    Issue (Month): 1 (March)
    Pages: 28-45

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    Handle: RePEc:ase:journl:v:5:y:2011:i:1:p:28-45
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