Naslov
Quality factors of high educational services at private educational institutions

Autori
Deželić, Sendi ; Skledar Ćorluka, Ana ; Štimac, Helena

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

Izvornik
Interdisciplinary Management Research XII / Barković, Dražen ; Runzheimer, Bodo - Opatija : Ekonomski fakultet Sveučilišta Josipa Jurja Strossmayera u Osijeku, 2016, 111-121

Skup
Interdisciplinary Management Research XII

Mjesto i datum
Opatija, Hrvatska, 20.05.2016. - 22.05.2016

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
education ; higher educational services quality ; marketing ; marketing orientation ; interaction connectedness ; student satisfaction.

Sažetak
This paper aims to show how and how much, the use of marketing activities in private educational institutions in Croatia, in the field of higher education, can affect customer satisfaction services, primarily student satisfaction, and how student satisfaction effects the creation of the overall positive climate and atmosphere which follows the process of providing educational services. The aim of the research is to determine the level of student satisfaction with services at private higher education institutions. The instrument used was a designed structured questionnaire. A total of 648 students participated in the research, 408 from private, i.e. 240 students from public faculties. Market oriented private educational institutions executed significant differentiation in terms of service, striving to improve educational services and enrich them with various additional activities and services in order to influence user / student satisfaction. Such behaviour of private educational institutions is the most frequent reason for the competitive success. Insisting on the quality of education does not make sense if users of those services - students - are not satisfied. The degree / level of student satisfaction will be an indicator of quality. Combined with interpersonal relationship network it might be a factor for the effective differentiation and positioning on increasingly competitive educational services market.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA