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Industrija
2019, vol. 47, br. 2, str. 43-59
jezik rada: engleski
vrsta rada: izvorni naučni članak
objavljeno: 16/08/2019
doi: 10.5937/industrija47-22044
Creative Commons License 4.0
Integrativni model kvaliteta odnosa sa korisnicima u oblasti visokog obrazovanja - istrazivanje u Srbiji
aEkonomski institut, Beograd
bUniverzitet u Beogradu, Tehnički fakultet u Boru

e-adresa: tamara.rajic@ecinst.org.rs

Projekat

Organizacione i informacione podrške sistemu upravljanja kvalitetom kao ključnim faktorom povećanja konkurentnosti naših preduzeća i njihiovog bržeg izlaska na svetsko i EU tržište (MPNTR - 179001)

Sažetak

Cilj ovog rada je ispitati formiranje kvaliteta odnosa sa korisnicima i njegove posledice u kontekstu visokog obrazovanja. Rad se oslanja na postojeću literaturu u uslužnim delatnostima i predlaže orijentaciju prema korisnicima od strane nastavnika kao determinantu kvaliteta odnosa sa korisnicima, koja obuhvata poverenje i satisfakciju, kao i kontinuitet odnosa i usmenu propagandu kao konsekvence percepcije studenata u vezi sa kvalitetom odnosa. Modelovanje uz pomoć strukturnih jednačina primenjeno je za analizu podataka prikupljenih na prigodnom uzorku od 236 studenata malog državnog fakulteta u Srbiji. Rezultati pokazuju da poverenje i satisfakcija studenata posreduju u uticaju orijentacije nastavnika prema korisnicima na kontinuitet odnosa i širenje usmene propagande. I poverenje i satisfakcija studenata pojavili su se kao direktne pozitivne determinante širenja usmene propagande, dok je uticaj poverenja na kontinuitet odnosa posredovan satisfakcijom studenata. U radu su razmotrene implikacije i ograničenja studije i date su smernice za buduća istraživanja.

Ključne reči

orijentacija prema korisnicima; kvalitet odnosa; satisfakcija; poverenje; kontinuitet odnosa; usmena propaganda; visoko obrazovanje

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