出版社：Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
摘要：The article touches on the issue of meeting the students’ educational needs as a crucial point in the quality of education improvement. The main consumers of educational services are students whose perceptions of the educational quality is analysed. According to the research the primary attention of the administration have be paid to the dissatisfaction of the consumer and only then to ensure the satisfaction. The focus on the factors causing negative evaluation and dissatisfaction of students, using tactics quick fix ("quick patch") is recommended.
关键词：quality of education; quality assurance; sociology of education; customer feedback; customer satisfaction assessment; student voice
