ПРОЦЕНА КВАЛИТЕТА УСЛУГА ВИСОКОГ ОБРАЗОВАЊА: ИНТЕГРАЦИЈА SERVQUAL МОДЕЛА И AHP МЕТОДА
DOI:
https://doi.org/10.22190/TEME190131034MKljučne reči:
процена, квалитет, високо образовање, SERVQUAL модел, AHP методApstrakt
Да би задржале или побољшале позицију, високоoбразовне институције морају схватити да је квалитет услуга критичан услов за опстанак и раст на тржишту образовања. Сврха истраживања представљеног у овом раду јесте да се истакне квалитет као извор конкурентске предности високообразовних установа, као и да се идентификују могућности за побољшање квалитета услуга. Основни циљ истраживања је да се процени да ли квалитет услуге утиче на задовољство студената. Подаци добијени овим емпиријским истраживањем, спроведеним на универзитетима у Србији, били су предмет модела који се обично користи за процену и оцену квалитета услуга (SERVQUAL модел). Овај модел је користан, али сигурно није довољан за креирање мапе побољшања. Стога, за идентификацију приоритета побољшања, поред SERVQUAL модела, коришћен је AHP метод, упарени т-тест, ANOVA и регресиона анализа. Резултати анализе указују на присуство јаза између квалитета услуга који студенти очекују и перципирају. Поред тога, на основу квантитативне анализе идентификовани су приоритети за побољшање квалитета услуга.
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