Service quality from the students' perspective: Expectations, perceptions and importance of individual aspects of university services

The diploma thesis evaluates the quality of university services from the perspective of students at two faculties. The aim was to identify students' expectations, perceived quality of services and the importance of individual aspects. The research used a modified SERVQUAL model supplemented with a graphical evaluation of the results. The conclusions show that students at both faculties evaluate the quality of services slightly below their expectations. At the same time, key areas for individual faculties and differences in students' priorities given by the focus of the faculties were identified. This work thus offers faculties a comprehensive view and recommendations for improving services and further contributes to expanding knowledge about measuring service quality in the university environment.