20.500.12556/DKUM-99933 The role of agility in shaping perceived service quality in higher education institutions a student perspective Abstract 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. agility higher education institution perceived service quality HEdPERF students true false true Angleški jezik Angleški jezik Znanstveno delo 2026-08-31 11:27:44 2026-08-31 11:27:44 2026-09-01 03:08:23 0000-00-00 00:00:00 2026 0 0 str. 1-18 issue 8, [art. no.] 1347 Vol. 16 2026 0000-00-00 Zaloznikova Objavljeno NiDoloceno 2026-06-27 2026-08-18 2026-08-21 378:005.336.3 289441027 10.3390/educsci16081347 2227-7102 https://www.mdpi.com/2227-7102/16/8/1347 1 3967c874-a51e-11f1-b1f1-00155d0001be https://dk.um.si/Dokument.php?lang=slv&id=210997 RAZ_Potocan_Vojko_2026.pdf RAZ_Potocan_Vojko_2026.pdf 1 225BE225AB5EC9B3EC29C0A07C29D181 0dc2aaa97b029b0a644b3d39c1d5f262b405c3362e29563da63a8d09fac9a50f 54fb22b9-a51e-11f1-b1f1-00155d0001be https://dk.um.si/Dokument.php?lang=slv&id=210998 Ekonomsko-poslovna fakulteta 0 0 0