• A
  • A
  • A
  • ABC
  • ABC
  • ABC
  • А
  • А
  • А
  • А
  • А
Regular version of the site
  • HSE University
  • Student Theses
  • The Development of an Instrument to Measure Quality of Educational Services (the Case of Elementary School № 36 in St. Petersburg)

Educational Programme
Final Grade
Year of Graduation
Olga Kuznetcova
The Development of an Instrument to Measure Quality of Educational Services (the Case of Elementary School № 36 in St. Petersburg)
(Bachelor’s programme)
This work is devoted to studying of quality services, ways of its measurement and application in the organization.

The purpose of work is to develop the tool of quality service assessment provided by Elementary School — Kindergarten No. 36 and to offer process of its introduction in regular practice of management. For achievement of goals the author of a research studies a concept of quality, including the present methods of its assessment, analyzes the Russian and foreign experience exploring features of educational services. During the research an analysis of the organization was conducted, a quality assessment tool was developed and applied.

A number of methods and models has been used in the research. The IPA model (developed on the basis of the weighed SERVPERF and SERVQUAL models) is a basis of the research. The author of this work carried out its modification. The main methods of data collection – the structured interview (for specification of characteristics of educational organization and identification of the most important criteria of quality) and questioning as the quality assessment tool. For the analysis of the data the author of a research has used the IBM SPSS Statistics 22 program.

As a result of the research weak and strength of educational services quality measurement model are identified. Recommendations about its further application and introduction at school are made. Characteristics of quality which demand priority work are defined by a matrix "Result-importance", and ways of clients satisfaction increasing by the quality of educational services of school No. 36 are offered.

The model modified by the author of the research can be used by the organizations providing not only educational, but other types of service as well. For this purpose it is required to change criteria (the characteristic of quality) in the questionnaire to those which reflect the specifics of the organization.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses