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Quality public services dimensions model as a basis for better customer satisfaction management
Massimo Manzin, Gordana Žurga, Boris Mrak, 2012, original scientific article

Abstract: In the paper, the importance of quality public services dimensions for achieving higher customer satisfaction is presented and explored on the example of Slovenian administrative units. Purpose of the research was to identify which quality dimensions are the most relevant for quality service delivery in Slovene administrative units in order to contribute to strengthening their customer satisfaction management. Survey questionnaire was developed to gather the research data and as the research methodology, structural equation modelling was used. Based on the research data from 402 respondents and the analysis conducted, the standardized model of the administrative procedure quality estimation was developed. The results prove that two latent variables - procedures and employees - exert the greatest influence on the general assessment of administrative procedure quality. Also other findings and conclusions are presented and discussed in the paper and some areas for further research and investigation are indicated.
Found in: ključnih besedah
Summary of found: ...research data and as the research methodology, structural equation modelling was used. Based on the...
Keywords: quality, public services, dimensions, structural equation modelling, customer satisfaction
Published: 15.10.2013; Views: 1773; Downloads: 38
URL Full text (0,00 KB)

Organisational culture dimensions as antecedents of innovation and performance in the tourism industry
Doris Gomezelj Omerzel, 2015, original scientific article

Abstract: Organisational culture is an important dimension in the field of strategic management. This study begins by presenting different constructs and measures of organisational culture. The primary goal of this paper is to investigate the relations between organisational culture, innovation and performance in tourism firms. Recent studies reveal the importance of organisational culture and its influence on innovation and thus on business performance. In this context, the aim of this study is to identify the effects of organisational culture on business performance. To reach this aim, a questionnaire survey is administered in the tourism firms in Slovenia, a small Mediterranean country. The data were collected from 64 tourism firms and analysed using SPSS 19 and EQS 6, afterwards the hypotheses were tested employing multivariate data analyses techniques. The results suggest that power distance is negatively related, while individualism, uncertainty avoidance and empowerment are positively related to innovativeness. Findings also suggest that innovativeness has a significantly positive affect on firm performance. In terms of managerial implications, this study clarifies the role of organisational culture dimensions for the innovativeness and for firm performance. There is no doubt that managers should focus on the development of organisational culture to promote firm innovativeness and consecutively improve firm performance.
Found in: ključnih besedah
Summary of found: ...tourism, organisational culture, innovativeness, business performance, structural modelling, ...
Keywords: tourism, organisational culture, innovativeness, business performance, structural modelling
Published: 08.08.2016; Views: 1094; Downloads: 115
URL Full text (0,00 KB)

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