INFLUENCE OF QUALITY MANAGEMENT SYSTEM ON CUSTOMER SATISFACTION AND LOYALTY IN HIGHER EDUCATION

Zrinka Blazevic (), Josip Britvic () and Maja Milkovic ()
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Zrinka Blazevic: Virovitica college
Josip Britvic: Virovitica college
Maja Milkovic: Virovitica college

Economy of eastern Croatia yesterday, today, tommorow, 2015, vol. 4, 684-692

Abstract: Large and rapid changes on the global market are emphasizing the importance of quality management as a core component of competitiveness. Key to differentiation of service sector, including educational institutions, as opposed to other sectors lies in two basic characteristics of services such as intangibility and inseparability of production and consumption. It is these characteristics that emphasize the importance of service quality as a key competitive determinant. People, their knowledge, competencies, effective and well developed organization are becoming bearers of differentiation of businesses and a key component for earning profits in the current market environment. By development of effective QMS (QMS – Quality Management System) there was a need to merge more management systems in to one system – integrated management system. In the case of higher education, organizations need to implement the ESG guidelines.Also, most common standard for improving the quality in organizations is well known ISO 9001 QMS. Also, every organization have their own specific characteristics and requirements and need to develop the self adjusted high effective QMS. Perceived quality of service in higher education has a positive impact on student progress and development. Thus the aim of paper is to show that relationship between students and faculty have a significant impact on dimensions of quality, which implies satisfaction of students, and thereby their loyalty. Special emphasis is placed on examination of relationship between perceived quality of service of higher education institutions and student results. Based on the data from the conducted research, policymakers in higher education can shape the strategy of higher education focused on the progress and development of students.

Keywords: competitiveness; career management; quality; ISO 9001; loyalty; customer satisfaction (search for similar items in EconPapers)
Date: 2015
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