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Quality assurance of higher educational services: case study of California State University
2004 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Products are often divided into two broad categories, manufactured goods and services. In the developed countries, service functions today account for the greatest part of the economic activity. Quality of service is considered an important factor in order to gain long term profits. Higher educational institutions offer educational services and the purpose of this thesis is to gain a deeper understanding about quality assurance of higher education. In order to reach that purpose I have compared and international quality standard (ISO 9000), which is a standard based on manufacturing goods, with what a state university in California does in reagrds to the requirements of ISO 9000. The main conclusion drawn from the analysis of my case study is that universities tend not to focus enough on the product requirements of its customers. Instead of identifying these requirements, they are decided internally. As a result the quality of their educational service is lower than what it could potentially be.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Quality, services, higher eduction, universities
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-43330ISRN: LTU-SHU-EX--04/169--SELocal ID: 135da8b7-4cef-4ddc-9d0d-d1a162b471a3OAI: diva2:1016561
Subject / course
Student thesis, at least 15 credits
Educational program
International Business and Economic, bachelor's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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