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1 Nowakowska-Krystman A.

1 2012

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Piąta luka jakościowa i przekroczenia jakościowego punktu krytycznego w aspekcie jakości obsługi administracji studentów

Nowakowska-Krystman A.

Zeszyty Naukowe AON

2012

nr 1(86)

215-242

The purpose of the article is to present the results of research conducted on National Defence University students in 2010-2011. The aim of the research was to collect information from students concerning administrative service quality, which is rendered by the university. The technique applied was the questionnaire. The process approach was used in the survey, which means that the following subprocesses make up the administration service process for students: recruitment; accommodation; scholarship request; current administrative service for students; students’ accountancy; administrative support service - information acquisition from the IT system. The Servqual and KCS (Key Success Factors) methods were applied to evaluate the sub-processes in the context of the factors choice. The conclusions were drawn basing on the assumptions, i.e. results achieved from counting the fifth quality gap so the differences in the expected value felt by students in relation to the value of the service received and exceeding the quality critical point, that is, the level below which the university’s image is weakened. The results received belong to the student’s subjective feelings that he or she experiences during the contract in particular sub-processes. The students’ evaluation relating to administrative service was not satisfying. Therefore a deep analysis must be carried out concerning, among others, procedures used by the University in administrative service subprocesses, review of training that the administration service undergoes, experts’ evaluation of IT systems used and critical approach to research methods and techniques applied in the research.