The Italian university system is trying to adopt an entrepreneurial approach in
order to better serve their customers (Baccarani, 1999). It is also a case of mass
customisation, in which universities are competing to attract students with a
personalised offer. Evaluation is finalised towards upgrading the quality of service.
The recent changes in the Italian university system are due, on one hand, to the
structural reorganisation of the system and its objectives and, on the other, to the
growing competition among universities, with the aim of improving quality of service.
The production of the various universities is an outcome that should be measured as
the impact of the supply of services on the receiver. This is perceived differently on the
basis of personal background and therefore the different starting conditions should be
analysed