ULOGA I ZNAČAJ KVALITETA PRUŽENIH USLUGA NA PERCEPCIJU STEJKHOLDERA O UNIVERZITETU U ZENICI
THE ROLE AND SIGNIFICANCE OF THE PROVIDED SERVICE QUALITY ON THE STAKEHOLDERS’ PERCEPTION AT THE UNIVERSITY OF ZENICA

Summary/Abstract: The purpose of this paper is to investigate some internal and external stakeholder perceptions on the quality of the services provided by the University of Zenica and the cooperation of the University of Zenica with the economy of Zenica-Doboj Canton. Additional variables analysis and analysis of the links between them will offer input information that can contribute to the decision-making process of new curriculum innovation. The research was conducted in Zenica-Doboj Canton, with the target group of internal (UNZE students and academic staff) and external (high school graduates and ZDK businessman) stakeholders who formed a sample of N = 3.021 respondents. The following programs were used for data processing: Microsoft Excel, SPSS. Cronbach Alaf test verified the validity and reliability of the measuring scale, while the set hypotheses were verified by the Regression analysis of variances. It showed that the research hypotheses could be confirmed, i.e., stakeholders (the UNZE students, the University academic staff, the ZDK employers, and the ZDK high school graduates) have a positive perception of service quality provided by the University of Zenica, as well as the cooperation of the University of Zenica with businesspeople of Zenica-Doboj Canton.

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