MEASURING SERVICE QUALITY IN HIGHER EDUCATION: THE CASE OF "BALTAZAR ADAM KRCELIC" COLLEGE OF BUSINESS AND MANAGEMENT

Application of quality management system, including clearly defined standards, guidelines and procedures, is a strategic objective of every higher education institution. In order to remain sustainable, beside competitive educational programmes, higher education institution has to recognize needs, requirements and expectations of its users - students as well as find satisfactory ways to achieve it. Therefore, students' attitudes and perception of their higher education experience is definitely an essential element in ensuring quality. The paper deals with empirical data of service quality and students' overall satisfaction with their higher education experience on the case of "Baltazar Adam Krcelic" College of Business and Management. Modified HEdPERF instrument was used to measure institutional service quality. Results provide insight into status of quality management system and certain quality dimensions that have to be improved.