Naslov
Primjena multivarijatne statističke analize u mjerenju kvalitete usluga visokog obrazovanja
(An Application of the Multivariate Statistical Analysis to Service Quality Measurement in Higher Education)

Autori
Marković, Suzana

Izvornik
Tourism and Hospitality Management (1330-7533) 9 (2003), 1; 93-112

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, prethodno priopćenje, znanstveni

Ključne riječi
Service Quality; Measurement; SERVQUAL; multivariate statistical analysis; higher education
(Service Quality; Measurement; SERVQUAL; higher education; Multivariate Statistical Analysis)

Sažetak
The conceptualization of service quality and the development of measurement tools and techniques aimed at assesing service quality and customer satisfaction levels within the education sector, have been a central theme of recent years. The research has examined the student expectations and perceptions of service quality in higher education for tourism and hospitality management, using a modified version of SERVQUAL instrument. Data were collected using questionnaire in two parts.The first part is concerned with student perceptions of higher education institutions in general, while the second part is concerned with Faculty of Tourism and Hospitality Management Opatija in particular. The aim pf the present research is multivariate statistical analysis (factor analysis and reliability analysis) of a SERVQUAL scale adjusted for higher education service quality. The final section of this study is devoted to developing and proposing new directions for future higher education service quality measurement.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA