Metrika

  • citati u SCIndeksu: [1]
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:7
  • preuzimanja u poslednjih 30 dana:6

Sadržaj

članak: 1 od 5  
Back povratak na rezultate
2018, br. 1, str. 73-85
Analiza elemenata kvaliteta usluga mobilne telefonije u Republici Srbiji
Visoka poslovna škola strukovnih studija, Novi Sad

e-adresadragana.vps@gmail.com
Sažetak
U savremenim uslovima poslovanja, opstanak, rast i razvoj preduzeća uslovljeni su pružanjem visokokvalitetnih usluga. Stalno rastuća konkurencija među operaterima mobilne telefonije ukazuje na potrebu identifikovanja presudnih elemenata kvaliteta usluga. Da bi bili konkurentni, operateri mobilne telefonije treba da kreiraju ponudu u skladu sa potrebama i stavovima korisnika. Osnovni cilj ovog rada je identifikovanje, tj. izdvajanje osnovnih faktora koji određuju kvalitet usluga mobilne telefonije u Republici Srbiji i utvrđivanje njihovog uticaja na zadovoljstvo korisnika.
Reference
Bojković, N., Petrović, L.J. (2010) Ocena kvaliteta komunikacionih usluga primenom indeksa zadovoljstva korisnika. u: XXVIII Simpozijum o novim tehnologijama u poštanskom i telekomunikacionom saobraćaju - PosTel 2010. Beograd, 14. i 15. decembar, 185-192
Chen, C., Cheng, L. (2012) A study on mobile phone service loyalty in Taiwan. Total Quality Management and Business Excellence, 23(7-8): 807-819
Daniel, C.M., Shu, X., Gan, C. (2014) Mobile communications: a comprehensive hierarchical modelling approach. Asia Pacific Journal of Marketing and Logistics, 26(1): 114-146
Drinić, D., Vranješ, M., Gašević, D. (2014) Koncept lojalnosti potrošača u maloprodaji. Škola biznisa, br. 2, str. 91-106
Garvin, D.A. (1984) What does 'product quality' really mean?. Sloan Management Review, 26 (1), 25-43
Gašević, D., Vranješ, M., Drinić, D. (2016) Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services. Economic Themes, 54(2): 301-321
Grubor, A. (2011) Očekivanja, satisfakcija i lojalnost potrošača u marketingu usluga. Anali Ekonomskog fakulteta u Subotici, br. 26, str. 23-32
Gustafsson, A., Johnson, M.D., Roos, I. (2005) The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention. Journal of Marketing, 69(4): 210-218
Kheng, L.L., Mahamad, O., Ramayah, T., Mosahab, R. (2010) The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies, 2(2)
Kim, M., Park, M., Jeong, D. (2004) The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2): 145-159
Negi, R. (2009) User's perceived service quality of mobile communications: experience from Ethiopia. International Journal of Quality & Reliability Management, 26(7): 699-711
Oliver, R.L. (1993) Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal of Consumer Research, 20(3): 418
Osman, Z., Sentosa, I. (2013) Mediating Effect of Customer Satisfaction on Service Quality and Customer Loyalty Relationship in Malaysian Rural Tourism. International Journal of Economics Business and Management Studies, 2(1): 25-37
Quach, T.N., Thaichon, P., Jebarajakirthy, C. (2016) Internet service providers' service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services, 29:104-113
Quach, T.N., Jebarajakirthy, C., Thaichon, P. (2016) The effects of service quality on internet service provider customers' behaviour. Asia Pacific Journal of Marketing and Logistics, 28(3): 435-463
Santouridis, I., Trivellas, P. (2010) Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. TQM Journal, 22(3): 330-343
Turkson, E.D. (2012) Quality Assurance in the Hospitality Industry: A Case Study of Capital View Hotel, Koforidua. Kwame Nkrumah University of Science and Technology-Institute of Distance Learning, 1-87; Master's Thesis
Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1990) Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press
 

O članku

jezik rada: srpski
vrsta rada: izvorni naučni članak
DOI: 10.5937/skolbiz1-19818
objavljen u SCIndeksu: 22.02.2019.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0