PT Journal
AU Kocvarova, I
TI Satisfaction Survey at School with the Use of Servqual Questionnaire
SO e-Pedagogium
PY 2014
BP 38
EP 55
VL 14
IS 1
DI 10.5507/epd.2014.004
DE satisfaction; rate of satisfaction; satisfaction survey; Servqual; validity; reliability
AB The article defines concepts of satisfaction and rate of satisfaction from the view of quality management and educational science. At the same time it warns against one-sided account of satisfaction in education. It introduces a general methodology of satisfaction surveys in education. It presents a tool called Servqual, its theoretical background and verification of its validity and reliability at a secondary school. In the conclusion it summarizes possibilities and limits of Servqual application in Czech educational environment.
ER