The role of agility in shaping perceived service quality in higher education institutionsPotočan, Vojko (Avtor) Bugarčić, Marijana (Avtor) Slavković, Marko (Avtor) agilityhigher education institutionperceived service qualityHEdPERFstudentsAbstract This research investigated the relationship between agility and educational service quality in higher education. The prior literature has mainly studied such relations in production organizations, while service organizations, especially higher education organizations, have been examined less often. We extend prior knowledge by developing and analyzing a comprehensive model that explains how key internal and external organizational factors affect overall agility and, in turn, how overall agility influences perceived educational service quality in higher education institutions. The study draws on management, education, and quality theories and analyzes responses from final-year students in business and management studies. The results show that the main agility factors—namely, market forces, internal practices and processes, and human resource management—significantly affect the agility of higher education institutions. The study’s findings also confirm that the agility of higher education institutions significantly affects the dimensions of Higher Education PERFormance (HEdPERF), the chosen model for assessing the quality of educational services. Considering the importance of agility in achieving objectives in an era of uncertainty and crises, we propose a model that may help improve the current higher education system by enhancing service provision to students and other stakeholders.20262026-08-31 11:27:44Znanstveno delo99933UDK: 378:005.336.3COBISS_ID: 289441027DOI: 10.3390/educsci16081347ISSN pri članku: 2227-7102sl