QUALITY 5.0 ACHIEVEMENTS OF HEIs – THE BALANCED SCORECARD CUSTOMER PERSPECTIVE

Abstract

Increased interaction between humans and machines, known as Industry 5.0, is a relatively new research area of particular significance in higher education. Considering that higher education institutions are the drivers of societal development as a whole, Industry 5.0, as a new paradigm, should be supported in the field of higher education. In the global era of challenges, higher education institutions face increasing competition, making significant efforts to improve their institutional position. Based on this, the Balanced Scorecard model is used to measure and enhance organisational performance. The aim of this research is to explore the factors of the Balanced Scorecard Customer Perspective as achievements of Industry 5.0 within higher education institutions. The results show that the highest-rated variable relates to a direct connection with student satisfaction, recognising that student satisfaction is a crucial indicator of the quality level of higher education institutions.