Evaluation of education service quality in Serbia: the serqual approach

Abstract

The main purpose of this paper is to emphasize the necessity of measuring students' satisfaction with educational service quality in secondary schools. The accent in this work is put on the determination of the difference among the degree of satisfaction of students of different grades of secondary schools in Serbia. For this purpose, SERVQUAL model was used. The results of this study indicated that levels of service quality are not satisfactory according to secondary school students, although levels differ by grades. They can be used as directions for further investments in education and ways to achieve and maintain better image at the level of individual educational organizations and national level.