POVZETEK

V raziskovalnem delu smo na osnovi metodologije iz �tudije �Evalvacija zadovoljstva s �olo: Metodolo�ki in vsebinski izzivi� (Trnav?evi? et al., 2008) pripravili visoko strukturirane ankete, s katerimi smo merili zadovoljstvo treh pomembnih dele�nikov �ole: dijakov, u?iteljev in star�ev. Kot izhodi�?e za postavljanje raziskovalnih hipotez smo uporabili model Storitvene verige dobi?ka, s tem da so nas zanimale samo zveze med zadovoljstvom zaposlenih in zadovoljstvom odjemalcev (dijakov in star�ev). Z metodo bivariatne korelacije smo potrdili zveze med zadovoljstvom dijakov in zadovoljstvom star�ev, nismo pa potrdili zveze med zadovoljstvom u?iteljev in zadovoljstvom dijakov in zadovoljstvom star�ev. S prepoznavanjem storitvene vrzeli smo identificirali kriti?ne dejavnike zadovoljstva, ki so zanesljiva informacijska osnova za ukrepanje na podro?ju zagotavljanja kakovosti.

Klju?ne besede:
zadovoljstvo s �olo, storitvena veriga dobi?ka, analiza kriti?nih dejavnikov zadovoljstva, zveza med zadovoljstvom u?iteljev in dijakov, star�ev

ABSTRACT

The empirical section of the paper, which is based on the methodology from the study �Evalvacija zadovoljstva s �olo: Metodolo�ki in vsebinski izzivi� / �School Satisfaction Evaluation: Methodological and content challenges� (Trnav?evi? et al., 2008), presents a highly structured survey prepared for measuring the satisfaction of three important school stakeholders: students, teachers and parents. Research hypotheses have been set on the basis of the model �The Service Profit Chain�, but we have been interested only in the relationship among employee satisfaction and customer satisfaction (students and parents). With the method of bivariate correlation, the link between students' satisfaction and parents' satisfaction has been confirmed, but the links between teachers' satisfaction and students' satisfaction and parents' satisfaction has not been confirmed. By recognising service gap, we have identified the critical factors of satisfaction, which are the base for improvements in quality of educations.

Key words:
satisfaction with school, service profit chain, analysis of critical satisfaction factors, correlation between teacher and pupils, as well as parents