Eureka! Institutional Repository

ABSTRACT The Education sector has been expanding rapidly throughout the world over the last few years, while at the same time, globalization and the digital revolution are shaping a highly competitive educational environment, where quality education and an effective learning environment are particularly important (Ravindran&Kalpana, 2012). Increasingly, Higher Education Institutions realize that Tertiary Education could be considered as a service industry (Gruber, Fuß, Voss, &Gläser-Zikuda, 2010), which demonstrates the need to investigate the quality of services provided, (Douglas & Douglas, 2006; Oldfield & Baron, 2000). Oldfield and Baron (2000, p. 86) suggest that educational institutions should pay more attention to what students want and need, instead of focusing on the data collected based on what educational institutions consider important. Measuring the satisfaction of students contributes to improving the quality and social readability of the educational institution. This study is an empirical research aiming at the measurement and evaluation of students' satisfaction with the services provided by the secretariat of the Department of Civil Engineering of the School of Technological Applications of ATEI. The present study is an empirical research aiming at measuring the student's satisfaction with the services provided by the Department of Civil Engineering of the School of Technological Applications of ATEI. The results of the research focus on whether the department's secretariat -both manpower and technological material- meet the needs of the student until the end of his studies. The research has been led to useful conclusions that can improve the quality of the secretariat, the hardware technical infrastructure as well as suggestions and concerns for further research.