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Pregled bibliografske jedinice broj: 1005603

Impact of self-evaluation on customer satisfaction index in marketing management process at higher education


Globočnik Žunac, Ana; Čudina, Predrag
Impact of self-evaluation on customer satisfaction index in marketing management process at higher education // The Conference book „Comparative Education, Teacher Training, Education Policy, Social Inclusion and Child Psychology” / Popov, N. ; Wolhuter, C. ; Leutwyler, B. ; Mihova, M. ; Ogunleye, J. ; Bekirogullarn (ur.).
Sofija: Bureau for Educational Services, 2009. str. 221-231 (predavanje, međunarodna recenzija, sažetak, ostalo)


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Naslov
Impact of self-evaluation on customer satisfaction index in marketing management process at higher education

Autori
Globočnik Žunac, Ana ; Čudina, Predrag

Vrsta, podvrsta i kategorija rada
Sažeci sa skupova, sažetak, ostalo

Izvornik
The Conference book „Comparative Education, Teacher Training, Education Policy, Social Inclusion and Child Psychology” / Popov, N. ; Wolhuter, C. ; Leutwyler, B. ; Mihova, M. ; Ogunleye, J. ; Bekirogullarn - : Bureau for Educational Services, 2009, 221-231

ISBN
978-954-9842-14-2

Skup
Comparative Education, Teacher Training, Education Policy, Social Inclusion and Child Psychology”

Mjesto i datum
Sofija, 2009

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
customer, measuring, satisfaction, students´expectation, image of educational institution, quality, perceived quality, perceived value, satisfaction elements, relationship management, communication

Sažetak
The article represents self-evaluation as a methodologically correct model of monitoring and interpretation of student satisfaction index. In the last decade development of higher education has led to transformation of a student into a being of explicit duality: a traditional student and a student as a customer in education. Exceptional importance of this duality is noticed at higher education where a student has a complete autonomy of judging and deciding. Students´authority at evaluating educational process is more emphasized than at earlier stages of education. Educational system and educational institutions have to accept this duality and prepare for student-customer of educational product-process orientation. Authors of this article start from the thesis that self-evaluation is a basic point at choosing monitored variables at researching customer satisfaction index, defining criterion of their evaluation and defining principles of interpretation of gathered results. Introducing Total Quality Management (TQM) is management process at higher education form methodological and organizational hypothesis for implementing customer satisfaction index at creating marketing politics and optimization of educational process.

Izvorni jezik
Engleski



POVEZANOST RADA


Profili:

Avatar Url Predrag Čudina (autor)

Avatar Url Ana Globočnik Žunac (autor)


Citiraj ovu publikaciju:

Globočnik Žunac, Ana; Čudina, Predrag
Impact of self-evaluation on customer satisfaction index in marketing management process at higher education // The Conference book „Comparative Education, Teacher Training, Education Policy, Social Inclusion and Child Psychology” / Popov, N. ; Wolhuter, C. ; Leutwyler, B. ; Mihova, M. ; Ogunleye, J. ; Bekirogullarn (ur.).
Sofija: Bureau for Educational Services, 2009. str. 221-231 (predavanje, međunarodna recenzija, sažetak, ostalo)
Globočnik Žunac, A. & Čudina, P. (2009) Impact of self-evaluation on customer satisfaction index in marketing management process at higher education. U: Popov, N., Wolhuter, C., Leutwyler, B., Mihova, M., Ogunleye, J. & Bekirogullarn (ur.)The Conference book „Comparative Education, Teacher Training, Education Policy, Social Inclusion and Child Psychology”.
@article{article, year = {2009}, pages = {221-231}, keywords = {customer, measuring, satisfaction, students´expectation, image of educational institution, quality, perceived quality, perceived value, satisfaction elements, relationship management, communication}, isbn = {978-954-9842-14-2}, title = {Impact of self-evaluation on customer satisfaction index in marketing management process at higher education}, keyword = {customer, measuring, satisfaction, students´expectation, image of educational institution, quality, perceived quality, perceived value, satisfaction elements, relationship management, communication}, publisher = {Bureau for Educational Services}, publisherplace = {Sofija} }
@article{article, year = {2009}, pages = {221-231}, keywords = {customer, measuring, satisfaction, students´expectation, image of educational institution, quality, perceived quality, perceived value, satisfaction elements, relationship management, communication}, isbn = {978-954-9842-14-2}, title = {Impact of self-evaluation on customer satisfaction index in marketing management process at higher education}, keyword = {customer, measuring, satisfaction, students´expectation, image of educational institution, quality, perceived quality, perceived value, satisfaction elements, relationship management, communication}, publisher = {Bureau for Educational Services}, publisherplace = {Sofija} }




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