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2012, vol. 7, br. 2, str. 203-218
Empirijsko istraživanje odnosa između kvaliteta usluga, satisfakcije i lojalnosti u sektoru visokog obrazovanja
aMatej Bel University, Faculty of Economics, Banska Bystrica, Slovakia
bUniverzitet u Nišu, Ekonomski fakultet
cUniverzitet u Beogradu, Tehnički fakultet u Boru

e-adresatrajic@tf.bor.ac.rs
Sažetak
Cilj ovog rada je ispitati vezu između kvaliteta usluga i satisfakcije korisnika i njihov uticaj na bihejvioralne namere korisnika usluga u sektoru visokog obrazovanja u Srbiji. Dva modela, utvrđena pregledom literature, testirana su na uzorku studenata Inženjerskog menadžmenta primenom modelovanja pomoću strukturnih jednačina, sprovedenog primenom softverskog paketa LISREL 8. Rezultati istraživanja ukazuju na uticaj kvaliteta usluga na satisfakciju, koja direktno utiče na bihejvioralne namere korisnika, čime je potvrđen Oliverov (1999) model koji ukazuje na sled kognicija-osećanje-namera u formiranju lojalnosti korisnika. Razmotrene su implikacije koje proizilaze iz ove studije i istaknuta su ograničenja i preporuke za buduća istraživanja.
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O članku

jezik rada: engleski
vrsta rada: originalan članak
DOI: 10.5937/sjm7-1245
objavljen u SCIndeksu: 13.11.2012.
metod recenzije: dvostruko anoniman