Student Expectations of Higher Education Institution Services in the Light of Service Differentiation

New challenges witnessed also in Slovenian higher education require a different approach towards understanding students and their expectations, as higher education becomes increasingly market-oriented. Since research on assessing student expectations is still rare, we have decided to establish the expectations of students regarding their studies at the University of Primorska. With the help of factor analysis, we have determined that these expectations are related to the following six factors: relationship between teaching staff and students, faculty’s reputation, faculty’s environment, employment chances, academic excellence, and staff competence and expertise. Cluster analysis has revealed a difference between the expectations of students of professional study programmes and students of academic study programmes.