The significance of internal customer satisfaction in a standardized quality management system in the context of a Polish higher education institution
The significance of internal customer satisfaction in a standardized quality management system in the context of a Polish higher education institution

Summary/Abstract: The article is an empirical design driven study of quality management system in a chosen institution of higher education. Its aim is to measure the satisfaction of internal customer of a higher education institution which implemented a standardized quality management system. For that purpose, a diagnostic survey method (CAWI) was used. The empirical study was conducted in October 2014 among the employees of teaching and administrative departments (a total of 158 people) from Wroclaw School of Banking (WSB University in Wrocław). For data analysis, factor analysis was used.The results of the satisfaction survey were presented in five areas: (1) satisfaction, opinion about the higher education institution, identification with the university; (2) relationship with a supervisor; (3) motivating, including compensation; (4) evaluation of work and professional development; (5) working conditions and information flow.In the summary, apart from the general conclusions of the study, some guidelines to improve the presented measuring tool, towards the assessment of internal suppliers, were given.

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