| Abstract [eng] |
The main aim of this thesis is to evaluate service quality of general education schools. The work consists of three main parts: the analysis of literature, methodology and results of research, conclusions and recommendations. Scientific literature analysis reviews the services provided by general education schools, the concept of education quality and service quality assessment. Also theoretical aspects of Kano model and methodology application in education sector were analysed. Based on the literature analysis, a research methodology was developed. In order to verify questionnaire reliability author decided to carry out pilot research. According to Chi- square and factor analysis, the main study questionnaire was corrected. The results were processed by Kano quality categories table. It shows that most of the features belong to Must-be Quality, just 3 belong to One-dimensional Quality – personal development, student progress assessment and after-school activities. Greatest impact on satisfaction has personal development, after-school activities and parents’ involvement in general education schools’ activities. It was found that parents are most satisfied with teachers’ qualification, the vision of the school, and at least – virtual learning, “class without borders” feature. According to parents’ satisfaction, quality category of feature and satisfactions coefficients were suggested recommendations for general education schools. |
