20.500.12556/DKUM-81570 MERJENJE KAKOVOSTI STORITEV NA LJUDSKI UNIIVERZI SLOVENSKA BISTRICA IN VPLIV LE-TEH NA ZADOVOLJSTVO ODJEMALCEV IN UGLED ORGANIZACIJE MEASURING THE QUALITY OF SERVICES AT THE ADULT EDUCATION CENTER LJUDSKA UNIVERZA SLOVENSKA BISTRICA AND THEIR IMPACT ON THE SATISFACTION CUSTOMERS AND REPUTATION OF THE ORGANIZATION Vse večje zahteve, informiranost in konkurenca na trgu izobraževanja omogočajo odjemalcem veliko izbiro pri odločanju o izobraževalni organizaciji, zato je kakovost storitev eden ključnih dejavnikov pri diferenciaciji ponudbe na konkurenčnem trgu izobraževanja. Za sledenje zagotavljanja kakovosti storitev v izobraževanju je pomembno sistematično merjenje kakovosti storitev. Z magistrsko nalogo smo merili kakovost storitev v organizaciji izobraževanja odraslih na Ljudski univerzi Slovenska Bistrica in ugotavljali vpliv zaznane kakovosti storitev na zadovoljstvo odjemalcev in ugled omenjene organizacije. Magistrsko nalogo smo razdelili na teoretični in empirični del. V teoretičnem delu smo proučili koncepte kakovost storitev, zadovoljstvo odjemalcev in ugled organizacije. Podrobneje smo pregledali nekatere modele, ki proučujejo kakovosti storitev, in sicer predvsem model SERVQUAL, ServPERF, HEdPERF, POKI ter ostale novejše modele HEDQUAL, HEISQUAL, HESQUAL, ki so bili uporabljeni pri raziskovanju kakovosti storitev v izobraževanju, ter modele, ki proučujejo zadovoljstvo odjemalcev in ugled. V empiričnem delu magistrske naloge smo izvedli opisno raziskavo, v kateri smo zbirali in obdelali podatke na priložnostnem vzorcu sedemindevetdesetih odjemalcev storitev na Ljudski univerzi. Za merjenje kakovosti smo uporabili prirejeno lestvico SERVQUAL z osemnajstimi postavkami. Zadovoljstvo smo merili s sedmimi, ugled pa z enajstimi postavkami. Pri ugotavljanju ključnih faktorjev smo uporabili eksploratorno faktorsko analizo in analizo zanesljivosti. Za zbiranje podatkov smo uporabili metodo spraševanja v obliki anketnega vprašalnika. Ugotovili smo, da pričakovana kakovost storitev dosega zaznano kakovost storitev, da kakovost storitev srednje močno in pozitivno vpliva na zadovoljstvo odjemalcev in ugled organizacije Ljudska univerza ter da sta ugled in zadovoljstvo srednje močno pozitivno povezana. Rezultati magistrske naloge predstavljajo prispevek k razvoju raziskovanja kakovosti storitev z vidika izvajalcev izobraževanja odraslih. Increasing demands, information, and competition in the education market give customers a lot of choices when deciding on an educational organization therefore the quality of services is one of the key factors in differentiating the offer in a competitive education market. Systematic measurement of service quality is important for monitoring service quality assurance in education. With the master's thesis, we measured the quality of services in the organization of adult education at the adult education center Ljudska univerza Slovenska Bistrica and determined the impact of perceived quality of services on the satisfaction customers and reputation of the organization. The master's thesis is divided into the theoretical and empirical part. In the theoretical part, we studied the concepts of service quality, customer satisfaction, and the organization's reputation. We examined in detail some models that study service quality, namely SERVQUAL, ServPERF, HEdPERF, POKI, and other newer models – HEDQUAL, HEISQUAL, HESQUAL, which were used in researching the quality of services in education and models that study customer satisfaction and reputation. In the empirical part of the master's thesis, we conducted descriptive research in which we collected and processed data on an ad-hoc sample of ninety-seven service clients at the adult education center. To measure quality, we used a modified SERVQUAL scale with eighteen items. Satisfaction was measured by seven items and reputation by eleven items. Exploratory factor analysis and reliability analysis were used to identify key factors. To collect data, we used the questionnaire method in the form of a survey questionnaire. We found that the expected quality of services reaches the perceived quality of services, that the quality of services has a moderately strong and positive impact on customer satisfaction and the reputation of the adult education service, and that the reputation and satisfaction are moderately positive. The results of the master's thesis represent a contribution to the development of research into the quality of services from the perspective of adult education providers. kakovost zadovoljstvo ugled izobraževalne storitve quality satisfaction reputation educational services true true false M. Ramovš Slovenski jezik Angleški jezik Magistrsko delo/naloga 2022-04-18 11:51:53 2022-07-14 13:26:12 2022-08-10 00:36:47 0000-00-00 00:00:00 2022 0 [Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.89:37 115399427 MAG_Ramovs_Marjeta_2022.pdf MAG_Ramovs_Marjeta_2022.pdf 1 48D2DBAB6F9A3D1E5FADDF3501DDFB88 4075d0d11fc8e004466743bc64a11960b1299e62456b124194fbfc83a0d09e01 f3c70bc6-eb1a-11ec-8e53-00155d000105 20.500.12556/dkum/47b91c04-c970-4e3c-95bd-feb2a91fd1de https://dk.um.si/Dokument.php?lang=slv&id=158527 Ekonomsko-poslovna fakulteta 0 0 0