PROVIDING QUALITATIVE ADMINISTRATIVE SERVICES IN DISTANCE LEARNING

The development of educational programs which come as educational alternatives determined a continuous development of the educational offer and an increased number of students. Taking into account the challenges determined by the features of these educational programs the institution which provides distance learning programs has to adapt in order to be able to respond to the complex students' needs, including assuring the quality of administrative services. In distance learning students are separated as time and space. The study program is organized between face to face meetings, reduced as time and individual study. Interaction between students, between students and didactical staff between students and administrative staff has specific characteristics in this case. Communication is mainly computer mediated and face to face interaction is reduced. More, students are engaged in other activities, they usually have jobs and families. Students enrolled in such educational programs need a permanent guidance and feedback during the study, they need clear and updated information to be received in the shortest time. In order to improve the administrative services (secretariat, taxes, distribution of learning materials, library) students 'feedback is needed to be able to see the current status and to improve these services. The quality assurance for administrative services is a request that must be accomplished using a specific procedure, during the study and at the end of the study program. This procedure is developed and continuously improved to meet students' needs, to be able to take measures in time in order to avoid students' drop out, which in distance learning is more often than in traditional learning. Periodically, questionnaires are designed and distributed to students in order to have their feedback in this matter. The aim of this paper is to present the data collected from the questionnaire which will reveal students' feedback on services offered by the higher education institution.