20.500.12556/DKUM-85632-a8f97508-ba2d-60f7-a393-6455ed596c2d The importance of educational service quality for customer satisfaction and organizational reputation Pomen kakovosti izobraževalnih storitev za zadovoljstvo odjemalcev in ugled organizacije This paper aims to enhance the understanding of the concepts of service quality, customer satisfaction with service, and organizational reputation in the context of educational services. The conceptual framework for testing the relationship between the three constructs was developed and tested on a sample of 97 educational service users. The results showed no significant difference between perceived and expected service quality. However, a positive relationship was found between customer satisfaction and three subconstructs of perceived service quality. Also, a significant positive correlation between organizational reputation and three latent variables of perceived service quality and a positive relationship between satisfaction and organizational reputation. Namen članka je izboljšati razumevanje konceptov kakovosti storitev, zadovoljstva odjemalcev s storitvami in organizacijskega ugleda v kontekstu izobraževalnih storitev. Razvit je bil konceptualni okvir za preverjanje povezav med temi tremi konstrukti, ki je bil testiran na vzorcu 97 uporabnikov izobraževalnih storitev. Rezultati niso pokazali pomembne razlike med zaznano in pričakovano kakovostjo storitev. Ugotovljena pozitivna povezava med zadovoljstvom uporabnikov in tremi podkonstrukti zaznane kakovosti storitev. Prav tako je bila ugotovljena značilna pozitivna povezanost med organizacijskim ugledom in tremi latentnimi spremenljivkami zaznane kakovosti storitev ter pozitivna povezanost med zadovoljstvom odjemalcev in ugledom organizacije. customer satisfaction organizational reputation service delivery perceived service quality educational service quality zadovoljstvo odjemalcev ugled organizacije ugled organizacije izvajanje storitev zaznana kakovost storitev kakovost izobraževalnih storitev true false true Angleški jezik Slovenski jezik Znanstveno delo 2023-09-05 10:31:56 2023-09-05 10:31:56 2025-06-06 03:06:28 0000-00-00 00:00:00 2023 0 0 str. 29-40 no. 2 Vol. 69 2023 0000-00-00 Zaloznikova Objavljeno NiDoloceno 0000-00-00 0000-00-00 2023-06-30 37:005.336.3 159715331 10.2478/ngoe-2023-0009 0547-3101 https://journals.um.si/index.php/oe/article/view/2934 1 ae1c9bf9-4bc6-11ee-9b29-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=171466 https://journals.um.si/index.php/oe/article/view/2934 1 b544f0b4-4214-11f0-9cf0-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=191822 Ekonomsko-poslovna fakulteta Naše gospodarstvo 0 0 0