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THE QUALITY OF THE EDUCATIONAL INSTITUTION: FOCUS ON METING THE NEDS OF STUDENTS // Tomsk State Pedagogical University Bulletin. 2011. Issue 12 (114). P. 79-84

The article analyzes the basic concepts related to quality management: customer satisfaction and product quality of the educational services. It is proposed a model to analyze the output of the activity of the institution, which can be classified as follows: Performance, Unsatisfied quality, Formal quality, Non-formal quality, Unsatisfied specifications, Unsatisfied needs, Waste.

Keywords: quality, quality management, standards, customer satisfaction, educational services