Analiza zadovoljstva studenata sustavom upravljanja kvalitete Sveučilišta u Zagrebu

master's thesis

• Title (english): Analysis of student satisfaction toward quality management system of University of Zagreb
• Author: Dino Slaviček
• Mentor: Mate Damić (mentor)
• Committee member: Mate Damić (predsjednik povjerenstva)
• Committee member: Tomislav Baković (član povjerenstva)
• Committee member: Ines Dužević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2021-04-26, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

ISO norme predstavljaju jedan od temelja sustava upravljanja kvalitetom koji danas koriste više od milijun profitnih i neprofitnih organizacija bez obzira na njihovu veličinu ili djelatnost kojom se bave. ISO norme su danas postale vrlo čest zahtjev samih kupaca, dobavljača ili zakonodavaca. Glavni razlog zbog kojeg poduzeća uvode norme za sustave upravljanja kvalitetom je taj što su one postale imperativ ukoliko poduzeće želi sudjelovati na domaćem i međunarodnom tržištu. Neprofitne organizacije, kao što su visokoškolske ustanove, uvode norme s ciljem uspostave i unapređenja kvalitete na visokim učilištima. Osim obrazovanja, sveučilišta moraju voditi brigu i drugim djelatnostima kojima se bave a to su znanost i istraživanje te prijenos znanja i tehnologije. Ovaj rad ima fokus na normu ISO 9001 koja se odnosi na normu za sustav upravljanja kvalitetom proizvoda i usluga. Rad istražuje zadovoljstvo studenata sustavom upravljanja kvalitete Sveučilišta u Zagrebu, a glavni razlog zbog kojeg je istraživanje provedeno jest njezina aktualnost, pogotovo u uvjetima pandemije i prisilnog prelaska na online nastavu, te njezina nedovoljna istraženost.

Abstract (english)

ISO standards represent basis of quality management system which, today, over a milion profit and non-profit organisations are using regardless of their size or activities they are performing. Nowadays, ISO standards have become something that buyers, suppliers or the legislator require organisations to have. The main reason that companies are implementing standards for quality management systems is that they are imperative for them if they want to be a part of domestic or international market. Non-profit organizations, such as organizations for higher education, are implementing standards in order to establish and improve quality. Besides education, universities have to take care of other activities they are performing such as, science, research and transfering of knowledge and technologies. This thesis has a focus on ISO 9001 standard which refers to quality management system for products and services. The thesis analyses the satisfaction of students toward quality management system and the main reason this topic is being researched is it's current importance, especially during global pandemic, and lack of similar research.

• Keywords: ISO; upravljanje kvalitetom; visoko obrazovanje; zadovoljstvo studenata
• Keywords (english): ISO; quality management; higher education; student satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:235658
• 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 students and staff of home institution
• Created on: 2021-04-28 11:32:29