QUALITY OF THE EDUCATIONAL SERVICE –PERCEPTIONS AND EXPECTATIONS OF THE TEACHERS IN HIGH SCHOOLS FROM SUCEAVA COUNTY, ROMANIA
The goal of this study was to determine the main variables that are part of the management strategies for quality assurance in higher education. The study was conducted in 2016 on a representative sample of secondary schools in Suceava County, Romania. The research methodology has mixed quantitative analysis of collected data using a questionnaire applied to teachers from seven schools in the Suceava County (268 respondents) and qualitative analysis of public documents referring to performances in the secondary education system. To achieve the questionnaire, an adaptation of the SERVQUAL method was used, specific for the services domain. It was aimed at establishing the differences between perceptions and expectations of teachers on human and material resources necessary to ensure the quality of services in education. The results were correlated with data on students’ performances in high school and / or professional school.
Changing the mentality of the teachers, self-assessment and objective assessment of the work performed and working conditions can lead to increased quality of educational services with direct effects in improving school performance of direct beneficiaries of education, the students.
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