Naslov
Exploring the Possibilities for Quality Improvement: Internal Customer Perspective

Autori
Dužević, Ines ; Baković, Tomislav ; Štulec, Ivana

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

Izvornik
Book of Proceedings of the 4th International Conference on Humanities and Social Sciences / Savaneli, B. ; Krivokapić, M. ; Pikhart, M. - Rim : MCSER Publishing, 2014, 74-74

ISBN
978-88-909163-01-0

Skup
4th International Conference on Humanities and Social Sciences

Mjesto i datum
Budva, Crna Gora, 31.05.2014. - 01.06.2014

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
service quality; internal customer; customer satisfaction; higher education; Croatia

Sažetak
Surveys of service quality are usually based on the analysis of external customers’ expectations and perceptions, neglecting the attitudes and expectations of internal customers. However, internal customers have very important role in the service quality system, especially in the service industry. In the higher education, the role of the internal customers is particularly important. Service quality in higher education depends mainly on the competences and performance of the faculty. Accordingly, main goal of this study is to explore internal customers’ perceptions of service quality in higher education and to define possible quality improvements. Higher education service quality is analysed using modified SERVQUAL instrument, adjusted for the higher education context. Exploratory factor analysis has been used to define key service quality dimensions. Furthermore, the results have been compared based on personal and institutional characteristics. In addition, study included analysis of the faculty’s satisfaction with the working environment and working conditions at the higher education institutions. The results provide useful information for the management of higher education institutions that can be used in design and customization of quality plans aimed at fulfilment of the needs and expectations of their internal customers.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA