摘要：Visokoobrazovne institucije,kao ravnopravni učesnici u savremenom tržišnom poslovanju,imaju za cilj da isporuče dodatnu vrednostsvojim korisnicima kroz unapređenje ukupnih performansi institucije.Uticaj faktora i trendova iz okruženja na sistem visokog obrazovanja je veliki i ima značajne implikacije na kvalitet usluge obrazovanja.Zа mnoge visokoobrazovne institucije,zаdovoljstvo studenata ostajalo je „zarobljeno"u odeljenjima gde se vršio prijem i upis novih brucoša.Međutim,pojavom Bolonjske deklaracije inicirana je potreba za postojanjem modela satisfakcije studenata u cilju uprаvljаnja stopom zаdovoljstva studenata (u vezisa uslugom obrazovanja,institucijom,odnosima,mаrketingom i аktivnostima alumnija).Kvalitet obrazovnih usluga kroz zadovoljstvo istavove studenata može se pratiti različitim metodama/modelima satisfakcije studenata.Metod ispitivanja putem ankete je najučestaliji,alisavremeni modeli ukazuju na potrebu sagledavanja različitih faktora i aspekata istovremeno.
其他摘要：Higher education institutions as equal participants in the contemporary market operations are intended to deliver value to its customers through improving the overall institutional performance.Factors and trends in the environment have a major impact on higher education and have significant implications for the quality of educational services.For many institutions of higher education,student satisfaction has remained „trapped"in the departments where the acceptance and enrollment of freshmen was taking place.But the appearance of the Bologna Declaration initiated the need for the existence of a model of student satisfaction in order to control rates of student satisfaction (regarding education services,institutions,relationships,marketing and alumni activities).The quality of educational services through students' satisfaction and attitudes can be monitored by different methods / models of student satisfaction.The method of interviewing is the most common,but modern models suggest the need for consideration of various factors and aspects simultaneously.
关键词：Visokoobrazovne institucije,kao ravnopravni učesnici u savremenom tržišnom poslovanju,imaju za cilj da isporuče dodatnu vrednostsvojim korisnicima kroz unapređenje ukupnih performansi institucije.Uticaj faktora i trendova iz okruženja na sistem visokog obrazovanja je veliki i ima značajne implikacije na kvalitet usluge obrazovanja.Zа mnoge visokoobrazovne institucije,zаdovoljstvo studenata ostajalo je „zarobljeno"u odeljenjima gde se vršio prijem i upis novih brucoša.Međutim,pojavom Bolonjske deklaracije inicirana je potreba za postojanjem modela satisfakcije studenata u cilju uprаvljаnja stopom zаdovoljstva studenata (u vezisa uslugom obrazovanja,institucijom,odnosima,mаrketingom i аktivnostima alumnija).Kvalitet obrazovnih usluga kroz zadovoljstvo istavove studenata može se pratiti različitim metodama/modelima satisfakcije studenata.Metod ispitivanja putem ankete je najučestaliji,alisavremeni modeli ukazuju na potrebu sagledavanja različitih faktora i aspekata istovremeno.
其他关键词：Higher education institutions as equal participants in the contemporary market operations are intended to deliver value to its customers through improving the overall institutional performance.Factors and trends in the environment have a major impact on higher education and have significant implications for the quality of educational services.For many institutions of higher education,student satisfaction has remained „trapped"in the departments where the acceptance and enrollment of freshmen was taking place.But the appearance of the Bologna Declaration initiated the need for the existence of a model of student satisfaction in order to control rates of student satisfaction (regarding education services,institutions,relationships,marketing and alumni activities).The quality of educational services through students' satisfaction and attitudes can be monitored by different methods / models of student satisfaction.The method of interviewing is the most common,but modern models suggest the need for consideration of various factors and aspects simultaneously.
