Study of Educational Service Quality in Mongolian Universities

This research aims to define the degree of customer satisfaction in Mongolian higher educational services and determine quality characteristics that can be used improve based on potential improvement (PCSI) index using Kano SERVQUAL models. The Timko models were through a questionnaire survey students national universities aiming classify attributes by model calculate index. Moreover, PCSI is assess possibilities with model’s attributes. represents how much service feature increase when completely fulfilled. More than 50 undergraduate participated this study. According calculation results, help among students. suggested also for other analyses.