Communication is a great value of the whole humankind. People who communicate well are able to convey their knowledge and ideas to other people. Good and quality communication is necessary for functioning in all spheres of the social life, and at the same time for the functioning of the pedagogical-educational process. The research has been conducted for determining which types, i.e. what sort of communication is dominant in the relation principal - students. The sample included 590 students of primary and secondary school and 14 principals from the region of Herzegovina (Bosnia and Herzegovina). Licker's scale was used for gathering data. Results of the research showed that communication between principal and students, there was democratic, direct and non-violent communication between principals and students. Communication between a principal and students is still the area, which is not given great significance. Most often, the accent is on communication between students and teachers, avoiding the analysis of communication between students and principals. Although in the pedagogical-educational work, communication between students and teachers is dominant; our opinion is that it is necessary to develop this communicational area as well. Quality communication at school should be a strategic point of principals, and it should be planned and applied consciously and continuously.

Increasing competition present in the higher education in B&H has conditioned the trend that institutions need to “fight” for each student via quality development at higher education institutions. This paper deals with means of enhancing quality at eMPIRICA College through continual investigation of students’ satisfaction. For the purpose of this research, we used a quality questionnaire related to quality, satisfaction and loyalty of students. The research was carried out at the start and end of the academic year. This approach ascertained a gap with respect to quality, satisfaction and loyalty of students of eMPIRICA College. Using factor analysis the statements were grouped in 3 quality dimensions. The results of multivariate analysis of variance (MANOVA) showed that there is a significant statistical difference between expected and perceived quality, satisfaction and loyalty on the part of the students. Based on that, a gap between expectations and perceptions was ascertained. The use of t-test revealed that some statements have significant statistical difference in the area of expected and perceived quality, satisfaction and loyalty of students.