Naslov
Using the SERVQUAL for the Custorme Satisfaction Measurement Process in Technical High School Bugojno
(Using the SERVQUAL for the Custorme Satisfaction Measurement Process in Technical High School)

Autori
Kulašin, Džemal ; Horvat, Jasna

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
TRENDS IN THE DEVELOPMENT OF MACHINERY AND ASSOCIATED TEHNOLOGY TMT 2004 / Ekinović, Sabahudin ; Bradarević, Safet ; Calvet, Joan V. ; Sales, Puerta F. - Zenica : Mašinski fakultet Univerziteta u Zenici, 2004, 679-682

Skup
8th International Research/Expert Conference: TRENDS IN THE DEVELOPMENT OF MACHINERY AND ASSOCIATED TEHNOLOGY TMT 2004

Mjesto i datum
Neum, Bosna i Hercegovina, 15.09.2004. - 19.09.2004

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
SERVQUAL; high school; student satisfaction

Sažetak
There are a few methods for measure customer satisfaction in education, but SERVQUAL instrument is, probably, most adequate. The aim of the present research is the descriptive and multivariate statisticial analysis of a SERVQUAL scale adjusted for high school education. This work has shown the applicaton of the SERVQUAL at Technical high school Bugojno, Bosnia and Herzegovina. Adapted SERVQUAL instrument was applied in chosen school at the end of the first classification in school year 2003/2004. Just important parts of the results, which was calculated with the software SPSS, are described in the text below.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA