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2018, vol. 13, br. 2, str. 233-250
Uticaj zadovoljstva poslom na kvalitet javnih usluga - primer iz Sirije
Damascus University, Economics Faculty, Department of Business Administration, Damascus, Syria

e-adresaemilana591@gmail.com
Ključne reči: zadovoljstvo poslom; kvalitet usluge; javni sektor; Sirijska generalna služba za osiguranje; Sirija
Sažetak
Zadovoljstvo poslom i kvalitet usluge su vrlo važni koncepti koje organizacije moraju razumeti kako bi ostale konkurentne i samim time rasle. Veoma je važno da organizacije znaju kako izmeriti ove konstrukte kako bi bolje razumele svoje zaposlene i kupce. Ovo istraživanje ima za cilj da naglasi zadovoljstvo poslom i kvalitet usluga. Takođe, identifikuje odnos između njih u kontekstu javnog sektora - gde je Sirijska generalna služba za osiguranje uzeta kao model. Ovo istraživanje sprovedeno je na uzorku (226) zaposlenih i (226) kupaca. Rezultati su pokazali negativne razlike između očekivane usluge i primljene usluge u svim dimenzijama kvaliteta i ne postoji značajna korelacija između zadovoljstva poslom i kvaliteta usluge Sirijske generalne službe za osiguranje. U ovom kontekstu, ova studija može da pomogne javnoj organizaciji da identifikuje važna područja za poboljšanje.
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O članku

jezik rada: engleski
vrsta rada: originalan članak
DOI: 10.5937/sjm13-14734
objavljen u SCIndeksu: 29.11.2018.
metod recenzije: dvostruko anoniman
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