About the article
A.V. Shipov
The article provides a comparative analysis of the quality indicators of educational services at Tver State Technical University using the SERVQUAL system, based on the presented experience in developing and implementing an intra-university education quality management system in higher education institutions of the Russian Federation. Based on the marketing research, positive and negative quality coefficients were identified in dynamics. A subjective analysis of the results of the study allowed us to draw a preliminary conclusion about the statistical heterogeneity of the coefficients of the quality of educational services at TvSTU, which is confirmed by the results of an objective analysis of the statistical equivalence of the data. The results obtained will allow us to focus on the most important characteristics for students, which will lead to an increase in the level of satisfaction with the quality of educational services and improve the competitive position of the educational institution.
educational services, quality monitoring, quality assessment models, SERVQUAL method, marketing research.