| Abstract | Cilj ovog istraživanja bio je ispitati odnos doživljaja (ne)pravednosti i njenih korelata sa kvalitetom usluge. Preciznije, u ovom su istraživanju mjerene tri dimenzije pravednosti organizacije (distributivna, proceduralna i interakcijska), pravednost suradnika i kupaca, zadovoljstvo poslom, radna angažiranost, psihološka osnaženost te organizacijski čimbenici kvalitete usluge i kvaliteta usluge. Istraživanje je provedeno na prigodnom uzorku (N=206) jedne trgovinske organizacije. Konstruiran je i validiran Upitnik samoprocjene kvalitete usluge te je dobivena je četvero-faktorska struktura sa sljedećim dimenzijama: proaktivan odnos prema kupcu, reaktivan odnos prema kupcu, komunikacija i odnos prema proizvodu/prodavaonici. Konstruirana je i validirana i Skala organizacijskih čimbenika kvalitete usluge, te je dobivena jedno-faktorska struktura. Provjerena je povezanost i doprinos dimenzija organizacijske pravednosti (distributivna, proceduralna, interakcijska), pravednosti kupaca, pravednosti suradnika, zadovoljstva poslom, radne angažiranosti, psihološke osnaženosti i organizacijskih čimbenika kvalitete usluge ukupnoj kvaliteti usluge te njezinim dimenzijama. Rezultati su pokazali da su ukupna kvaliteta usluge kao i sve njene dimenzije povezane sa gotovo svim konstruktima mjerenim u istraživanju. Rezultati regresijske analize pokazali su da su pravednost kupaca, psihološka osnaženost i organizacijski čimbenici kvalitete usluga značajni pozitivni prediktori kvalitete usluge, dok je distributivna pravednost organizacije njezin negativan prediktor. |
| Abstract (english) | The aim of this research was to examine the relationship between perception of (in) justice and its correlations to the service quality. More specifically, three dimensions of organizational justice (distributive, procedural and interactional), customer justice, coworker justice, job satisfaction, work engagement, psychological empowerment, organizational factors of service quality and service quality were measured in this research. The study was conducted on a convenience sample (N = 206) of a trade organization. A Self-assessment service quality questionare was developed and validated, and a four-factor structure with the following dimensions was obtained: proactive customer relationship, reactive customer relationship, communication and relationship to the product/store. Organizational factors of service quality scale was developed and validated too, and a single factor structure was obtained. The link between the dimensions of organizational justice (distributive, procedural, interactional), customer justice, coworker justice, job satisfaction, job engagement, psychological empowerment and organizational factors of service quality to the overall service quality and its dimensions have been verified. The results have shown that the overall service quality, as well as all of its dimensions, are related to almost all the constructs measured in the research. Regression analysis have shown that customer justice, psychological empowerment and organizational factors of service quality are significant positive predictors of service quality, while distributive justice of organization is a negative predictor. |
