QUALITY ENHANCEMENT THROUGH DETERMINING THE GAP BETWEEN THE EXPECTATIONS AND PERCEPTIONS OF STUDENTS: eMPIRICA COLLEGE CASE STUDY.
In: Proceedings of the Faculty of Economics in East Sarajevo / Zbornik Radova Ekonomskog Fakulteta u Istočnom Sarajevu, 2016, Heft 12, S. 23-46
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Zugriff:
Increased competition present in the higher education in BiH has conditioned the trend that institutions need to “fight” for each student through quality development at higher education institutions. This paper deals with means of enhancing quality at eMPIRICA College through continual investigation of students' satisfaction. For the purpose of this research, we used a questionnaire with 26 statements on quality at the higher education institution, which were grouped in four quality dimensions using factor analysis. In addition, satisfaction and loyalty of students were measured where we compared students' expectations and perceptions at the beginning and end of the academic year. Thus, a gap in the quality of education services at eMPIRICA was noted, as well as the gap in regards to satisfaction and loyalty. Using MANOVA it has been ascertained that there is a significant statistical difference between expected and perceived quality on the part of the students throughout all quality dimensions as well as in terms of students' loyalty, and there is no significant statistical difference in satisfaction of students. Using ANOVA it has been deduced that with specific statements there are significant statistical differences in satisfaction and loyalty of students, while using t-test we observed a difference between arithmetic means of expected and perceived quality in all quality statements. [ABSTRACT FROM AUTHOR]
Povećana konkurencija koja vlada u visokom obrazovanju u Bosni i Hercegovini uslovila je borbu za svakog studenta kroz razvoj kvaliteta na visokoobrazovnim institucijama. Ovaj rad obrađuje način unapređenja kvaliteta na Visokoj školi eMPIRICA kroz kontinuirano ispitivanja zadovoljstva studenata. Za potrebe ovoga istraživanje korišten je anketni upitnik sa 26 tvrdnji o kvalitetu na visokoškolskoj ustanovi koje su faktorskom analizom grupisane u 4 dimenzije kvaliteta. Pored ovih tvrdnji mjereno je zadovoljstvo i lojalnosti kod studenata gdje su upoređivalo očekivanje sa percepcijama studenata na početku i na kraju akademske godine. Na ovaj način je utvrđen jaz u kvalitetu usluga obrazovanja na Visokoj školi eMPIRICA kao i jaz u pogledu zadovoljstva i lojalnosti. Pomoću MANOVE je utvrđeno da postoji značajna statistička razlika između očekivanog i percepiranog kvaliteta od strane studenata kroz sve dimenzije kvaliteta kao i u pogledu lojalnosti studenata dok ne postoji značajna statistička analiza kod zadovoljstva studenata. ANOVOM je utvrđeno kod kojih pojedinih tvrdnji postoje značajne statističke razlike u okviru zadovoljstva i lojalnosti studenata, dok je t-testom utvrđena razlika između aritmetičkih sredina očekivanog i percipiranog kvaliteta kod svih tvrdnji kvaliteta. [ABSTRACT FROM AUTHOR]
Titel: |
QUALITY ENHANCEMENT THROUGH DETERMINING THE GAP BETWEEN THE EXPECTATIONS AND PERCEPTIONS OF STUDENTS: eMPIRICA COLLEGE CASE STUDY.
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Autor/in / Beteiligte Person: | Puška, Adis ; Ejubović, Adisa |
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Zeitschrift: | Proceedings of the Faculty of Economics in East Sarajevo / Zbornik Radova Ekonomskog Fakulteta u Istočnom Sarajevu, 2016, Heft 12, S. 23-46 |
Veröffentlichung: | 2016 |
Medientyp: | academicJournal |
ISSN: | 1840-3557 (print) |
DOI: | 10.7251/ZREFIS1612023P |
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