IMPROVING THE QUALITY OF SUPPORT SERVICES IN COLLECTING TUITION FEES, CHARGES AND PAYMENTS FOR STUDENTS AT UNIVERSITY OF ECONOMICS - TECHNOLOGY FOR INDUSTRIES

Abstract

The purpose of this study is to propose solutions to improve the quality of support services in the collection of tuition fees, fees and payments for students through examining and measuring factors affecting student satisfaction with the quality of support services in the collection of tuition fees, fees and payments for students at the University of Economics - Technology for Industries. The data used in the analysis were collected from 1,218 students. The results showed that tangibles have a strong impact on satisfaction with the quality of support services. In addition, factors such as responsiveness, empathy, service capacity and reliability all have a positive impact on student satisfaction with the quality of support services.