MERJENJE KAKOVOSTI STORITEV NA LJUDSKI UNIIVERZI SLOVENSKA BISTRICA IN VPLIV LE-TEH NA ZADOVOLJSTVO ODJEMALCEV IN UGLED ORGANIZACIJE

Ramovš, Marjeta

| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

First page > Show document

Show document

Title:	MERJENJE KAKOVOSTI STORITEV NA LJUDSKI UNIIVERZI SLOVENSKA BISTRICA IN VPLIV LE-TEH NA ZADOVOLJSTVO ODJEMALCEV IN UGLED ORGANIZACIJE
Authors:	ID Ramovš, Marjeta (Author) ID Milfelner, Borut (Mentor) More about this mentor...
Files:	MAG_Ramovs_Marjeta_2022.pdf (2,75 MB) MD5: 48D2DBAB6F9A3D1E5FADDF3501DDFB88 PID: 20.500.12556/dkum/47b91c04-c970-4e3c-95bd-feb2a91fd1de
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	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.
Keywords:	kakovost, zadovoljstvo, ugled, izobraževalne storitve
Place of publishing:	[Maribor
Publisher:	M. Ramovš
Year of publishing:	2022
PID:	20.500.12556/DKUM-81570
UDC:	658.89:37
COBISS.SI-ID:	115399427
Publication date in DKUM:	14.07.2022
Views:	1055
Downloads:	256
Metadata:
Categories:	EPF
:	Copy citation

Average score:	(0 votes)
Your score:	Voting is allowed only for logged in users.
Share:

Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Licences

License:	CC BY-ND 4.0, Creative Commons Attribution-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nd/4.0/
Description:	Under the NoDerivatives Creative Commons license one can take a work released under this license and re-distribute it, but it cannot be shared with others in adapted form, and credit must be provided to the author.
Licensing start date:	18.04.2022

Secondary language

Language:	English
Title:	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
Abstract:	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.
Keywords:	quality, satisfaction, reputation, educational services

Comments

Leave comment

You must log in to leave a comment.

Comments (0)

0 - 0 / 0

There are no comments!

Back