37 KB424 KB31 KB200620252012Šuster Erjavec, Hanaštevilka:3/4letnik:58str. 65-71ISSN:0547-3101COBISSID:11133980URN:URN:NBN:SI:doc-JFECZVUUslDruštvo ekonomistov MariborEkonomski center MariborEkonomsko-poslovna fakultetaNaše gospodarstvokvalitetamerjenjestoritveMerjenje kakovosti storitev| Measuring quality of services|Dilemmas on how to conceptualize and operationalize quality of services are common in the literature. Our approach is inspired by the most advanced and promising scientific approaches to the conceptualization and operationalization of constructs. The implications of the focus groups showed how Slovenian consumers perceive quality of services. The empirical study on a sample of 1154 Slovenian consumers of three different types of services confirmed our operationalization of service quality that includes the experience of service quality on the whole, a comparison of how much the quality of services meets the actual expectations of service customers, and a comparison with the competition. This is an important methodological contribution to measuring service quality. Reliability of measuring all three variables is exemplary in all three types of services; in addition, we confirmed the convergent validity of the measurementDileme, kako konceptualizirati in operacionalizirati kakovost storitev, so v literaturi pogoste. Naš pristop se zgleduje po najsodobnejših in obetavnejših znanstvenih pristopih h konceptualizaciji in operacionalizaciji konstruktov. Implikacije fokusnih skupin so pokazale, kako slovenski uporabniki zaznavajo kakovost storitev. Z empirično študijo na vzorcu 1154 slovenskih uporabnikov treh različnih vrst storitev smo nadalje potrdili, da je naša operacionalizacija kakovosti storitev, ki vključuje izkušnje o kakovosti storitev gledano v celoti, primerjavo, koliko kakovost storitev zadovolji dejanska pričakovanja uporabnika, in primerjavo kakovosti storitev s konkurenco, pomemben metodološki prispevek k merjenju kakovosti storitev. Zanesljivost merjenja vseh treh spremenljivk je zgledna v vseh treh vrstah storitev, potrdili pa smo tudi konvergentno veljavnost merjenjaTEXTznanstveno časopisjejournalsSlovenian National E-content AggregatorNational and University Library of SloveniaUniverza v Mariboru, Ekonomsko-poslovna fakulteta