MATHEMATICAL MODEL OF MEASURING THE QUALITY OF SERVICES OF THE HIGHER EDUCATION INSTITUTIONS

The evaluation of educational services� quality through clearly defined criteria and methodologies is a basic requirement of the Bologna Process. The authors are proposing to debate in this study a mathematical model which could be used by the higher education managers in their approaches for determining the quality of the educational services offered, and especially for establishing the place of the higher education institution managed by them in the universitary hierarchy. The study uses a set of indexes proposed by various authors, adapted to the classification structure of the intellectual capital unanimously accepted world wide, namely the external and internal structure and the employees� competence. As calculation method the ROMPEDET method was used. For verifying the model�s usability, this was applied in the case of the universities from Constanta, and the results thus obtained are included in the study.