20.500.12556/DKUM-58503 EVALVACIJA ZADOVOLJSTVA S ŠOLO SATISFACTION WITH SCHOOL Usmerjenost v odjemalce in zadovoljstvo odjemalcev sta pojma, ki sta vse bolj vpletena v strateške cilje in tudi kazalnike uspešnosti poslovanja organizacij na vseh področjih tudi v izobraževanju. Prav tako je zadovoljstvo tako zunanjih kot notranjih odjemalcev- zaposlenih vgrajeno v sistem kazalcev evalviranja kakovosti. Pomen zadovoljstva se je pokazal tudi v modelu »Storitvene verige dobička«, ki temelji na številnih raziskavah, v katerih so bile empirično potrjene zveze med zadovoljstvom zaposlenih, zadovoljstvom odjemalcev in uspešnostjo poslovanja, še več, vzvod za delovanje modela so ravno zadovoljni zaposleni. Zaradi spremenjenih okoliščin v srednješolskem izobraževanju v Sloveniji, predvsem padanjem števila rojstev in sprememb v sistemu financiranja srednjih šol, so se morale šole potruditi za čim večji vpis bodočih dijakov. Tako so prevzele tudi nekatere strategije in koncepte tržnega pristopa. Skrb za dober imidž in zadovoljstvo udeležencev izobraževalnega procesa sta bila sicer že v preteklosti pomembna cilja tudi v srednjih šolah, vendar sta v zadnjem desetletju prav gotovo pridobila na pomenu. Poleg tega je prišlo tudi do določenih normativnih sprememb, saj Zakonu o poklicnem in strokovnem izobraževanju od leta 2006 šolam nalaga, da letno opravijo evalvacijo kakovosti šole, pri kateri sta med kazalniki tudi zadovoljstvo učiteljev in dijakov. V raziskovalnem delu smo na osnovi metodologije iz študije »Evalvacija zadovoljstva s šolo: Metodološki in vsebinski izzivi" (Trnavčevič et al. 2008) pripravili visoko strukturirane ankete, s katerimi smo merili zadovoljstvo treh pomembnih deležnikov šole: dijakov, učiteljev in staršev. Kot izhodišče za postavljanje raziskovalnih hipotez smo uporabili model Storitvene verige dobička, s tem da so nas zanimale samo zveze med zadovoljstvom zaposlenih in zadovoljstvom odjemalcev (dijakov in staršev) ter med zadovoljstvom in izidi (učnim uspehom). Z metodo bivariatne korelacije smo potrdili zveze med zadovoljstvom dijakov in zadovoljstvom staršev, med zadovoljstvom dijakov in staršev in učnim uspehom, nismo pa potrdili zveze med zadovoljstvom učiteljev in zadovoljstvom dijakov, staršev in učnim uspehom. S prepoznavanjem storitvene vrzeli smo identificirali kritične dejavnike zadovoljstva ključnih deležnikov ter podali nekaj predlogov za izboljšave. Customer orientation and customer satisfaction are two concepts that are more and more increasingly involved in the strategic objectives and in the indicator of success in all areas of the organization's management as well as in education. Moreover, the satisfaction of either external or internal customers is an integral feature in the system of the indicator of quality. The significance of satisfaction is also shown in the model »The Service Profit Chain« established on various research that has empirically confirmed links among employee satisfaction, customer satisfaction and revenue growth and profitability. Furthermore, the employee satisfaction is the key factor in functioning of the model. Schools have been trying hard to enrol as many future students as possible because of altered circumstances within secondary school education in Slovenia but mainly because of the falling birth rate and changes in the secondary school funding system. Therefore, they have taken over some of the market approach strategies and ideas. Even in the past, the concern of a good image and satisfaction of the participants in the education process were important objectives in secondary schools. However, they have definitely gained their recognition in the last decade. Furthermore, certain standard changes have taken place as the Vocational and Technical Education Act from 2006 instructs schools to carry out an annual school quality evaluation containing teachers' and students' satisfaction indicators. The empirical section of the paper, which is based on the methodology from the study »Evalvacija zadovoljstva s šolo: Metodološki in vsebinski izzivi« / »School Satisfaction Evaluation: Methodological and content challenges« (Trnavčevič et al. 2008), contains a highly structured survey prepared for measuring the satisfaction of three important school stakeholders: students, teachers and parents. Research hypotheses have been set on the basis of the model »The Service Profit Chain«, but we have been interested only in the relationships among employee satisfaction, customer satisfaction (students' and parents') and between satisfaction and results (learning results). With the method of bivariate correlation the link between students' satisfaction and parents' satisfaction, the link among students' satisfaction, parents' satisfaction and learning results have been confirmed, but the links between teachers' satisfaction and students' satisfaction, parents' satisfaction and learning results haven't been confirmed. By recognising service gap, we have identified the critical factors of satisfaction of the main school stakeholders and we have also proposed some improvements. zadovoljstvo odjemalcev storitvena veriga dobička kakovost v izobraževanju zadovoljstvo s šolo customer satisfaction service profit chain quality in education satisfaction with school true true false N. Vrčon Tratar Slovenski jezik Angleški jezik Magistrsko delo 2016-04-20 20:45:43 2016-07-01 11:46:56 2022-06-17 03:06:15 2019-07-11 10:41:56 2016 0 [Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 12374812 URN:SI:UM:DK:XHLNQOAE MAG_Vrcon_Tratar_Natasa_2016.pdf MAG_Vrcon_Tratar_Natasa_2016.pdf 1 A1A12F0B5E6B99BB7EA7679681FD7930 8e19b77e99517be726a2b59a32291eb417a8e55dda9993502bf76fd06866ada2 9b5cff48-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=93288 Ekonomsko-poslovna fakulteta 0 0 0