engleski

Using the SERVQUAL for the Custorme Satisfaction Measurement Process in Technical High School

There are a few methods for measure customer satisfaction in education, but SERVQUAL instrument is, probably, most adequate. The aim of the present research is the descriptive and multivariate statisticial analysis of a SERVQUAL scale adjusted for high school education. This work has shown the applicaton of the SERVQUAL at Technical high school Bugojno, Bosnia and Herzegovina. Adapted SERVQUAL instrument was applied in chosen school at the end of the first classification in school year 2003/2004. Just important parts of the results, which was calculated with the software SPSS, are described in the text below.

SERVQUAL; high school; student satisfaction

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