Quality assessment of services provided by education organizations

Abstract

The article analyzes the quality of services provided by educational organizations. Much attention is paid to the theory of service quality management, which creates preconditions to substantiate educational services as a process, to analyze its stages, content and the influence of the external environment - consumers (their needs, expectations), on the quality of services. Educational services can also be treated as assistance to the consumer when the service provider deliberately seeks to transform it into a product-good belonging to the consumer. Applying the theory of social constructivism, the quality management of educational services is based on the attitude of providers and consumers to the process of knowledge important to them, emphasizing the significance of previous experience and applying knowledge in new situations. The quality management of services in educational organizations can be analyzed through social learning processes, where the possibilities of an individual‘s adaptation in society are highlighted by learning to perform certain social roles (service providers, consumers). It is concluded that only with a clear goal, after assessing the educational situation and the external and internal factors that determine it, it is possible to find a consensus on improving the quality of educational services.