Evaluation to support stakeholder centered design and continuous quality improvement in higher education services

Evaluation and self-evaluation procedures are commonly used in educational institutions to measure education services and research performance. This chapter describes the main opportunities that evaluationbased approaches can produce to support processes of design and continuous quality improvement in higher education institutions in the light of recent normative measures in Italy to address quality aspects of education services. Subsequently, a new approach – based on the ServQual conceptual model – that evaluates education services is used to carry out a strategic analysis of education services at the management engineering program at the University of Palermo, Italy.