Measuring the quality of administrative services in an academic institution

This study refers to the measurement of the quality of the services provided by the Secretariat of a Department of a higher education institution, and in particular the TEI of Central Macedonia, by assessing the degree of student satisfaction. Service quality has become a major issue in higher education worldwide. Greek academic institutions have been focusing in recent years, mainly because it is an integral part of EU-funded programs awarded to academic institutions. The research used the SERVQUAL model, which was adapted appropriately to investigate the perceived quality of the particular service. The results of the research show that the overall perceived quality of service provided by the Secretariat of the Supply Chain Management Department is almost in line with the expectations of undergraduate and postgraduate students.