CONSIDERATIONS ON THE QUALITY OF THE EDUCATIONAL PROCESS IN HIGHER EDUCATION

Starting from the idea of quality in education, in this paper we will try to emphasize the factors that influence the quality of education, which are the interested parties and to what extent the customers are satisfied with the services offered. Client categories concerned in this work are: external customers (employers, sponsors of training programs developed by faculty/university), internal (students, university administration) and products (professionals and socials competences acquired by graduates). The level of internal customer satisfaction the students satisfaction, was followed by developing a questionnaire which was applied to students of the University "Politehnica" of Bucharest. To highlight and improve the less valued services offered by Romanian academics in higher education environment, the results of a case study on customer satisfaction in the European Academy were analyzed. The paper is a parallel study on customer satisfaction (the students) of a University "Politehnica" of Bucharest and the European Academy. The results of this analysis will serve to establish the objectives and preventive / corrective actions to improve customer satisfaction.