UTJECAJ ZEMLJE PODRIJETLA NA OČEKIVANU KVALITETU OBRAZOVNE USLUGE

master's thesis

• Title (english): Influence of Country-of-Origin on Expected Quality of Education Service
• Author: Monika Plašć
• Mentor: Goran Vlašić (mentor)
• Committee member: Jurica Pavičić (predsjednik povjerenstva)
• Committee member: Zoran Krupka (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2020-09-30, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Svijet obrazovne industrije se mijenja. Povećana konkurencija među različitim ponuđačima edukacijskih usluga, poslovnim školama i drugim pružateljima usluga, smanjenje korporativne radne snage i manji proračun namijenjen za obrazovanje, utjecali su na okruženje poslovne edukacije. Pružatelji usluga sada troše više vremena i resursa na to kako privući korisnike, kako poboljšati i prilagoditi usluge, kao i na oglašavanje svojih aktivnosti. Predmet rada je ispitati i analizirati ulogu zemlje podrijetla na očekivanu kvalitetu usluge u kontekstu obrazovnih programa. Cilj rada je utvrditi povezanost čimbenika koji utjeceču na zemlju podrijetla kao i razaznati odrednice kvalitete ovisno o zemlji podrijetla pružatelja usluge. Upitnik će ispitati stavove ispitanika o zemlji podrijetla vezano uz kulturu, obrazovanje, gospodarstvo, a kako bi se utvrdilo koji aspekt vezan uz percepcije zemlje podrijetla utječe na očekivanu kvalitetu obrazovnih usluga. U istraživanju je sudjelovalo 66 ispitanika iz Republike Hrvatske. Analizom korelacija između svake zemlje podrijetla (Hrvatska, Italija, Srbija, Njemačka, SAD) i svakog od promatranih čimbenika (ekonomski, kulturni i obrazovni) ustanovljeno je kako su sve provedene korelacije pozitivne. Također, analizom rezultata upitnika utvrdilo se kako postoje razlike u očekivanjima kvalitete obrazovnog program ako je zemlja podrijetla organizatora različita.

Abstract (english)

The world of education industry is changing. On one hand increased competition among various education providers, business schools and other service providers and on the other hand a decrease in the corporate workforce, smaller budget for education, have affected the business education environment. Service providers now spend more time and resources on attracting customers, improving and customisation services, and how to advertise their activities. This paper will examine and analyse the role of the country-of-origin on the expected service quality in the context of educational programs. The aim of this paper is to determine the relationship between factors affecting the country-of-origin and as well as to distinguish country-of-origin influence of the service provider. The questionnaire will examine respondents' attitudes about the country-of-origin in relation to culture, education, economy, and will determine which aspect related to perceptions of the country of origin affects the expected quality of educational services. 66 respondents from the Republic of Croatia participated in the research. The analysis of correlations between each country of origin (Croatia, Italy, Serbia, Germany, USA) and each of the observed factors (economic, cultural and educational) showed that all correlations were positive. Also, the analysis of the results of the questionnaire found that there are differences in expectations of the quality of the educational program if the country-of-origin of the organisers is different.

• Keywords: zemlja podrijekla; kvaliteta usluge; obrazovne usluge; očekivana kvaliteta
• Keywords (english): country of origin; quality of service; educational services; expected quality
• Language: croatian
• URN:NBN: urn:nbn:hr:148:545463
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2020-10-01 18:03:57