Mjerenje percepcije kvaliteta usluga upotrebom SERVQUAL modela na primjeru usluga edukacije Ekonomskog fakulteta
Measurement of service quality perception with SERVQUAL model - educational services of Faculty of Economics

Summary/Abstract: Research in quality area and measurement of customer perception using different kind of services are very important in contemporary literature and practice. Trying to create advantages over the competition and customers’ positive reaction and preferences, companies invest more and more in the process of tracking, measuring and improving services quality. The biggest problem is the fact that quality perception is a completely subjective dimension, and it is under significant influence of different dimensions, i.e. previous expectations, information of supplier and price and, possibly, previous experience. Present research results imply the fact that the evaluation is more objective when companies take into consideration previous clients' expectations. They directly influence clients' level of sensibility to the potential problems in the service delivery process. In this article we present results of research of quality perception among students of Faculty of Economics. We had tested hypothesis that previous expectations, shown through chosen study type (classical or online study), directly influence preferences related to some of dimensions, as well as the fact that time distance will influence clients' preferences.

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