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Formation Of Quality Of Educational Services In The Context Of Student Expectation

Table 3:

1. Tangibles T1 Up-to-date office machines and equipment in class
T2 Large classrooms and comfortable tables
T3 Well-dressed teacher
T4 Presence of informational stands, which show educational programs, terms and requirements for entrance
2. Reliability R1 Classes are conducted according to the timetable
R2 Proper document maintenance, security of student personnel files.
R3 Timely replacement of the absent teacher
R4 State accreditation
R5 Obtaining of an official document on completion of education
3. Responsiveness Re1 Timely information of students to failures of class timetable
Re2 Prompt service of educational institution management to students queries
Re3 Help in compilation of documents for student entrance/expel
Re4 Consulting on admission campaign
4. Assurance A1 Teacher behavior biulds the students confidence in the educational institution.
A2 The educational institutional personnel possess the necessary skills for react on student queries
A3 The educational institution has a high reputation
A4 Undertaking additional commitments to the students in case of force majeure
5. Empathy E1 Attention to individual queries of students
E2 Convenient opening hours of structural subdivisions of the educational institution
E3 Personal involvement of personnel in solving of student problems
E4 Consulting on employment
E5 Personnel knows student needs and understands their problems
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