Education service quality of a business school: former and current students’ evaluation

摘要

In Croatia and other countries in transition, dramatic changes in the area of higher education are mainly due to market (economic transition) and institutional changes (Bologna process implementation). One of the solutions to fight the market changes and challenges for institutions of higher education is the implementation of marketing concept in order to create a competitive, market-sensitive institution and satisfied customers. Quality is the key word in this process. The aim of this paper is to identify the model for education service quality evaluation applicable in Croatian circumstances and to apply the model and evaluate the education service quality at Faculty of Economics in Osijek. The results are presented in the paper.