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Uticaj kvaliteta na unapređenje poslovnih performansi i zadovoljstva korisnika
aCollege of Academic Studies "Dositej", Belgrade
bUniverzitet u Istočnom Sarajevu, Saobraćajni fakultet, Doboj, Republika Srpska, BiH
cTechnical school, Belgrade
dn/a

e-adresacvjetkovicm@gmail.com
Sažetak
U izrazitoj tržišnoj borbi jedini efikasan način izgradnje dugotrajne konkurentske prednosti bazira se na pružanju visokog nivoa kvaliteta. Nudeći kvalitet tržištu organizacija stvara lojalne potrošače na osnovu kojih ostvaruje svoju profitabilnost, rast i razvoj. Prikazano istraživanje u radu imalo je za cilj da utvrdi uticaj kvaliteta na unapređenje poslovnih performansi i zadovoljstva korisnika. Korelacionom analizom potvrđen je ovaj uticaj na osnovu dobijenih statistički značajnih međusobnih odnosa između analiziranih varijabli. Kvalitet je pokazao da ima uticaj na unapređenje poslovnih performansi organizacije, i to prevashodno na profitabilnost putem unapređenja liderstva i menadžmenta međusobnih odnosa. Uticaj kvaliteta potvrđen je i na zadovoljstvo korisnika, gde su angažovanje ljudi i menadžment međusobnih odnosa ostvarili najveći uticaj na poverenje potrošača. Istraživanjem je potvrđeno da obuka zaposlenih u pogledu kvaliteta ima statistički značajan uticaj na unapređenje zadovoljstva korisnika, ukoliko se ona sprovodi na efikasan način.
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O članku

jezik rada: engleski
vrsta rada: izvorni naučni članak
DOI: 10.5937/jemc2101020C
primljen: 03.04.2021.
prihvaćen: 10.05.2021.
objavljen u SCIndeksu: 01.07.2021.
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