摘要：Quality insurance is not simply an option, but rather a duty for organisations, being a must in the relationship with the clients, the main beneficiaries of the offer, as well as in the relationship with all those having direct or indirect interests connected to its existence and functioning. The extension of the focus from the client-centred quality to the quality for all those interested is an essential component of the philosophy of total quality management (TQM) and the starting point in the implementation of continuous improvement strategies. For the educational services this approach becomes more important if we take into account the role of education in the development of modern society. In this context, the analysis of the preoccupations of higher education institutions for a better understanding of the stakeholders� requirements regarding the quality of the performed activity and of the degree of satisfaction generated by the performance and the offer to the society becomes a fairly significant action
