Application of servqual and servperf methods to assess the quality of teaching services - comparative analysis

The features of quality, which is an ambiguous, gradual and very subjective concept, cause that there no one absolute standard for it. Scientists are looking ways its evaluation improvements the existing methods. It relates to various areas, but at same time it also complex multi-faceted. There so many definitions quality constantly evolving. In paper two meth-ods Servqual Servperf assess teaching services were used. aim was compare results service analysis with use both methods indicate differences between them. checked whether conclusions regarding ser-vices differ depending on used research method. method takes into account individual expectations respondents, may affect assessment actual service. more complicated, adequate specifics shown in areas concerning differed significantly However, not yet clear scales a better meas-ure quality.