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2021, vol. 6, br. 2, str. 54-62
Uticaj dimenzija kvaliteta usluge, zadovoljstva korisnika i namera ponašanja na odgovarajuće konstrukcije u poslovanju sa stanovništvom - kontekst Bliskog istoka
Modern College of Business and Science, Department of Business and Economics, Muscat, Sultanate of Oman

e-adresajaya@mcbs.edu.om
Sažetak
Sadašnje konkurentsko okruženje učinilo je da organizacije danas mere i prate kvalitet usluga, zadovoljstvo korisnika i namere ponašanja. Istraživanja su potrebna da bi se menadžerima u praksi pomoglo da naprave odgovarajuće organizacione strategije za zadržavanje kupaca i organizacionu izvrsnost. Ovaj rad ima za cilj proučavanje uticaja dimenzija na odgovarajuće konstrukcije u oblasti bankarskog poslovanja sa stanovništvom kako bi se dobio uvid u formulisanje strategije koja može da pomogne u optimizaciji korišćenja ograničenih resursa dostupnih za primenu. Korišćena je robusna procedura da se razvije skala za tri konstrukta koja bi bila prikladna za kulturu i kontekst zemlje. Dobijena skala se sastojala od 7 dimenzija za kvalitet usluge i zadovoljstvo korisnika i 3 dimenzije za namere ponašanja. Analiza podataka dobijenih iz 373 popunjena upitnika pokazala je da su bezbednost i druge dimenzije "ishoda" najvažnije u pogledu kvaliteta usluge i zadovoljstva korisnika. U namerama ponašanja, lojalnost se pokazala kao najvažnija.
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/SJEM2102054S
primljen: 31.05.2021.
prihvaćen: 15.07.2021.
objavljen u SCIndeksu: 26.11.2021.