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  6. Expectations versus Reality: Students' P ...

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Expectations versus Reality: Students' Perceptions of Educational Service Quality in the Aviation Program at War Studies University and Career Implications
Volume 2026, Issue 1 (2026), pp. 831–838
Svajone BEKESIENE   Agnieszka WILCZYŃSKA-STRAWA  

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https://doi.org/10.47459/cndcgs.2026.94
Pub. online: 13 July 2026      Type: Article      Open accessOpen Access

Published
13 July 2026

Abstract

Staff shortages are a global problem in the aviation sector. Women constitute an underutilized talent pool for air transport. The aim of the study was to assess the gap between expectations and reality of the educational offerings of the Aviation program at the War Studies University in the context of preparing students for entering the aviation labour market from the perspective of the respondents' gender. The SERVQUAL method was used. Female students perceived a greater discrepancy between their expectations of their studies and their practical experience, although these differences were generally small. A significantly greater disparity was noted in the evaluation of the Aviation program and its content directly applicable to the aviation labour market. This research was conducted as a pilot study.

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Keywords
educational service quality higher education Poland student expectations and perceptions gender SERVQUAL method

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Generolo Jono Žemaičio Lietuvos karo akademija Šilo g. 5A., LT-10322 Vilnius, el.p: lka@mil.lt

General Jonas Žemaitis Military Academy of Lithuania  Šilo Str. 5A, LT-10322 Vilnius, Lithuania, e-mail: lka@mil.lt

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