49,131 research outputs found

    Istraživanje primjene metoda upravljanja financijskim rizicima u hrvatskim poduzećima - anketa na uzorku poduzeća

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    The aim of the research was to get information on usage of financial risk protection instruments in Croatian large and medium-sized companies, as well as to recognize existence of possible differences among characteristics of the companies that use and that do not use them. Survey research based on a telephone interview with financial or accounting managers from a stratified random sample of 101 Croatian companies in October and November 2004 was carried out. The stratification criterion was «number of employees». One stratum contained medium-sized companies that were defined as those with 51-250 employees, and the other one included companies with more than 250 employees. Approximately equal allocation with 50 large and 51 medium-sized enterprises from each of respective strata was applied. Methods of estimation used took into account the procedure of random sampling of units, so that margin of errors could be calculated. Considering normal approximation, in each strata the research result for the proportion, with 95% confidence level and coefficient of confidence z = 1.96, is within margin of error of maximum +/- 14,2%. The results of the survey research based on random sample of 101 Croatian companies shown that there is no statistically significant dependence between the firms’ size and usage of risk protection, so planned stratification was not stressed in further analysis. The research results were compared to the results of similar surveys from Europe and America. The common conclusions in all these studies were that financial managers are aware of the danger arisen from financial and other risks, but the financial policy in most cases is not precisely defined. Even if this policy is defined, it is formal and reactive, and very seldom proactive. Control functions and risk management seem to be quite centralized business functions in most of surveyed companies. There is a lack of systematic standardized «financial risk manager» function, and a well organized financial department seems to be an exception. According to the survey, financial risk protection instruments were used by two fifth of companies from the sample, and the same proportion of them wants to have additional education a about these instruments. Only one fifth of companies covered by the survey have got a kind of developed protection policy. The most often enterprises use financial risk protection services from banks, and in most cases they are satisfied or vary satisfied with these services. The surveyed enterprises worry the most about liquidity risks and currency risks, and interest rate risk is not the subject of such great concerns. This paper deals in details about various haracteristics (such as company size, activity, region, and size of market) of enterprises that are threatened to quite serious extent with various types of financial risks. Interviewees from 41 companies that use financial risk protection methods mentioned that the most often used protection instruments against liquidity risk were: cash flow investment analysis (70% out of 41), and analysis of assets, liabilities and sources (also 70%). Against currency risk surveyed companies most often use: currency futures (34%), selling prices policy (29%) and currency forward (27%). Against interest rate risk the most often applied protection instruments were: interest rate futures (12%) and interest rate management at the money market (10%). The reasons for not using the protection instruments are insufficient knowledge about them, prevailed perception that they are not efficient and that are too expensive. Contribution of this study comes out of the testing of hypothesis about dependence between characteristics of Croatian companies and the usage of financial risk protection instruments. The survey results show that the companies that are using these instruments are more often registered as share holding companies than as limited, they have significantly greater average yearly revenue, and their revenue is increasing more often according to previous year than in companies that are not using protection instruments. Also, companies using controlling approach tend to apply protection instruments in their business. Further, these companies very often use bank services to help them in protection. Last, but not the least, financial managers in companies with active financial protection policy have got higher education than in those companies that are not actively protecting themselves. Usage of financial risk protection instruments contributes the business success of a company. Only continuous and proactive informing about financial position of a company concerning its exposure to total risk may insure survival, keeping market position, and progress of a Croatian company in recognized turbulent environment of domestic transformations, market globalization, and the pressure for accepting rules of a game of international competitiveness. Finally, in the future the researchers and authors of the study paper plan to make a sample survey research based on deeper stratification of population of Croatian businesses, so to include three sizes of companies, concerning number of employees, and to include a kind of financial measure of company’s size, e.g. the factor of yearly revenue, as well, and than it would be possible to make more detailed analysis concerning different companies' features and usage of financial risk management instruments in Croatia.instrumenti upravljanja financijskim rizicima, anketno istraživanje, hi kvadrat-test neovisnosti; Levenov test jednakosti varijanci populacija, t-test razlike aritmetičkih sredina

    Online reference services : overview of their development in theory and practice

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    Online referentne usluge, u svom najopćenitijem obliku, predstavljaju referentne usluge u mrežnom okruženju. U radu je dan sažet pregled razvoja online referentnih usluga od njihovih početaka pa sve do danas. Na početku, razmatra se njihova povijest te odnos s tradicionalnom referentnom uslugom. U teoretskom dijelu rada dana je definicija i podjela online referentnih usluga, a zatim je opisan najzastupljeniji model usluge. Dio rada, koji razmatra praktične vidove promatranog fenomena, govori o tehničkim standardima te programskoj podršci online referentnim uslugama. U završnom dijelu rada slijedi i kratki prikaz dviju online referentnih službi dostupnih u Hrvatskoj: Pitajte knjižničare – online referentne usluge hrvatskih narodnih knjižnica te usluge QuestionPoint, trenutno najveće online referentne usluge na svijetu, koju nudi i Nacionalna i sveučilišna knjižnica u Zagrebu.In their most common form online reference services represent the reference services in a network environment. The paper gives a concise overview of the development of online reference services from their beginnings until today. First part describes the relationship between online and traditional reference services. The theoretical part of the work deals with definition and types of online reference services but also discusses the most common model of services. Part of the paper that provides practical aspects of the observed phenomena tells more about technical standards and program support to online reference services. Finally, two Croatian online reference services are presented: Ask the librarians from Croatian public libraries and QuestionPoint, currently the largest online reference service in the world, offered in Croatia by the National and University Library in Zagreb

    Kvaliteta usluge konvencionalnih i islamskih banaka u Turskoj

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    Purpose – The aim of this research study is to determine and compare the service quality of conventional and Islamic banks in Turkey. Design/Methodology/Approach – Stratified sampling method was used to select the sample of respondents for the survey. The data collection phase was carried out online via Google forms and data obtained from 524 participants was used for the analysis. A revised SERVQUAL scale for the banking sector was employed in the research. Findings and implications – The study found service quality expectations of bank customers to be very high, with neither bank type satisfying the expectations of their customers. While conventional banks satisfied 81.2% of their customer expectations, with that proportion falling to 77.8% in the case of Islamic banks, the perception of service quality by customers was found to be higher for conventional banks than for Islamic banks. Especially in the last 20 years, Islamic banking in Turkey has developed at an extremely fast pace. Turkey has become a highly attractive market, particularly for foreign banks focused on Islamic banking. However, although Turkey is a Muslim country, there is not a high preference for Islamic banking. The most important reason behind this is the quality of service offered by the country’s Islamic banks to their customers. This study has demonstrated that the service quality of Turkish banks is unsatisfactory and that improvements to service quality especially by Islamic banks are required, more so than for conventional banks. This research study provides companies seeking to enter the Turkish banking sector with the necessary steps to satisfy the service quality expectations of Turkish customers. Limitations – The main limitations of this study are related to the timeframe and data collection. As service perception changes over time, the service quality of banks can be better evaluated through long-term data collection. This research focused on Turkish banks only, so its results cannot be generalized outside Turkey. Originality – Although certain studies have investigated the service quality of banks in Turkey, no study in the literature has compared the quality of service of conventional and Islamic banks.Svrha – Cilj je istraživanja utvrditi i usporediti kvalitetu usluge konvencionalnih i islamskih banaka u Turskoj. Metodološki pristup – Pri odabiru uzorka korištena je metoda stratificiranog uzorkovanja. U istraživanju je uporabljena za bankarski sektor prilagođena SERVQUAL ljestvica. Prikupljanje podataka provedeno je online putem Google obrasca, a za analizu su korišteni podatci prikupljeni od 524 ispitanika. Rezultati i implikacije – Uočeno je da su očekivanja kvalitete usluge korisnika usluga banke vrlo visoka te da obje vrste banaka ne ispunjavaju njihova očekivanja. Dok su konvencionalne banke uspjele zadovoljiti 81.2 % očekivanja korisnika, kod islamskih banaka taj omjer pada na 77.8 %. Utvrđeno je i da je percepcija kvalitete usluge korisnika viša kod konvencionalnih nego kod islamskih banaka. U posljednjih 20 godina u Turskoj se islamsko bankarstvo vrlo brzo razvija. Turska je postala vrlo atraktivno tržište, posebno za inozemne banke usmjerene na islamsko bankarstvo. No, iako je Turska muslimanska zemlja, preferiranje islamskih banaka nije visoko. Najvažniji razlog za takvu situaciju temelji se na kvaliteti usluge koju islamske banke nude svojim korisnicima. Istraživanje je pokazalo da kvaliteta usluge banaka u Turskoj nije zadovoljavajuća, a kvalitetu usluge više od konvencionalnih banaka posebno bi trebale poboljšati islamske banke. Istraživanje posebno pomaže poduzećima koja razmišljaju o ulasku na tursko bankarsko tržište da bi se vidjelo što je potrebno poduzeti za zadovoljavanje očekivanja turskih korisnika od kvalitete usluge. Ograničenja – Glavna ograničenja istraživanja vezana su uz vremenski okvir i prikupljanje podataka. Percepcija usluge mijenja se s vremenom, tako da se kvaliteta usluge banaka može bolje ocijeniti dugotrajnijim prikupljanjem podataka. Istraživanje je ograničeno na turske banke pa su i rezultati procijenjeni samo za Tursku. Doprinos – Iako postoje prethodna istraživanja o kvaliteti usluge banaka u Turskoj, ne postoji istraživanje koje uspoređuje kvalitetu usluge konvencionalnih i islamskih banaka

    Promotion sustainable tourism in global economy

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    Purpose is to substantiate the ways of promotion sustainable tourism in the global economy. Methodology - To determine the importance of the sustainable tourism factors, the hierarchy analysis method of T. Saati was used. The method of expert estimations has been used for determining the significance level of the tourism sustainability factors. Findings - The conditions for promotion of the sustainable tourism to the world market and the factors of impact on its development in the global economy have been determined. All impact factors were divided into 7 groups: political and regulatory environment, environmental sustainability, social and cultural strategy, economic sustainability, tourism service, safety, basic sustainability state. To assess the potential of the sustainable tourism by international destinations, it was offered to rank the factors of index of sustainable tourism development in the countries from the point of view of a tourist. Contribution - The structure of the factors of tourism sustainability index with the emphasis on the role of an immediate tourist was improved. The most importante factors of influence on the choose tourist destination have been identified: the factors of safety, tourist service and the factor of basic sustainability state of a country

    OSIGURANJE KVALITETNE USLUGE

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    KONCEPTI MJERENJA KVALITETE USLUGA U HOTELSKOJ INDUSTRIJI

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    The quality of service in hotel industry is an important factor of successful business. The existing trend of complete quality management in hotel industry ensures the achievement of competitive advantage of hotel companies and is therefore the subject of contemporary research into service quality in hotel industry. The concept and the conceptual model of service quality is indispensable if we wish to understand the genesis of service quality and potential gaps in quality. The aim of this paper is to show the importance of service quality in hotel industry from both the conceptual standpoint and that of service quality measurement. The paper describes the most common criteria for measuring service quality, namely the model of internal service quality and the SERVQUAL model. The shown results are those of quantitative and qualitative application of such models in hotels.Kvaliteta usluge u hotelskoj industriji važan je čimbenik uspješnog poslovanja. Postojeći trend upravljanja potpunom kvalitetom u hotelskoj industriji osigurava postizanje konkurentskih prednosti hotelskih tvrtki te je iz tog razloga predmet suvremenih izučavanja kvalitete usluge u hotelijerstvu. Koncept i konceptualni model kvalitete usluge neophodan je u razumijevanju nastanka kvalitete usluge i mogućih jazova kvalitete. Cilj ovog rada je prikazati važnost kvalitete usluge u hotelskoj industriji i to s konceptualnog stajališta kao i sa stajališta mjerenja kvalitete usluge. SERVQUAL model pruža odgovarajući konceptualni okvir za istraživanje i mjerenje kvalitete usluga u uslužnim djelatnostima. SERVQUAL ima široku primjenu, kako u znanosti, tako i u praksi različitih uslužnih djelatnosti. Cilj rada je dati pregled organizacijskih varijabli (politika, kadrovi, struktura, tehnologija, procesi) koja će garantirati najbolju kvalitetu usluga uz minimalne troškove

    Kako narodne knjižnice donose vrijednost online: percepcija knjižničara

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    Purpose. The development and usage of digital library services have accelerated. Many libraries have expanded their digital services in response to the COVID-19 pandemic. The physical locations were closed or operated with reduced capacity and libraries continued to provide services digitally. The physical locations of many libraries have reopened but the development of digital services persists. Most libraries offer a wide variety of services digitally and many libraries are expanding their digital services. It is, therefore, relevant to explore how librarians perceive the digital public library services offered at their institutions and how the digital services supplement or replace services in the physical library. Approach/methodology/design. This study presents the findings of an interview-based study with five librarians from different public libraries across Denmark. Findings. The findings show that librarians perceive the physical and digital services as means to the same end while carefully considering the content, target audience and platform when offering services to their users. They see the digital services as a critical aspect of the raison d’etre of the library and means to attract new users. Research limitations. It is important to note that this study is based on a small sample. Practical implications. The implications for digital public library services are discussed and recommendations based on this study are considered. Originality/value. While many studies have explored librarians’ perceptions of the value of public libraries, this study focuses on librarians’ perception of the value of digital libraries and how these services supplement or replace the physical library.Cilj. Razvoj i korištenje digitalnih usluga knjižnica ubrzali su se. Mnoge su knjižnice proširile svoje digitalne usluge kao odgovor na pandemiju bolesti COVID-19. Fizičke su lokacije zatvorene ili su radile sa smanjenim kapacitetom, no knjižnice su nastavile pružati usluge digitalno. Kada su fizičke lokacije ponovno otvorene, razvoj se digitalnih usluga u mnogim knjižnicama nastavio. Većina knjižnica nudi širok izbor digitalnih usluga i mnoge knjižnice proširuju postojeće digitalne usluge. Stoga je važno istražiti kako knjižničari vide digitalne usluge narodnih knjižnica koje se nude u njihovim ustanovama te kako digitalne usluge nadopunjuju ili zamjenjuju usluge u fizičkoj knjižnici. Pristup/metodologija/dizajn. U ovome radu predstavljaju se rezultati istraživanja temeljenog na intervjuu s pet knjižničara iz različitih narodnih knjižnica diljem Danske. Rezultati. Rezultati istraživanja ukazuju na to da knjižničari doživljavaju fizičke i digitalne usluge kao sredstva postizanja istog cilja, dok pažljivo razmatraju sadržaj, ciljanu publiku i platformu kada nude usluge svojim korisnicima. Digitalne usluge vide kao ključni aspekt raison d’etre knjižnice i kao sredstva za privlačenje novih korisnika. Ograničenja istraživanja. Važno je napomenuti da se ovo istraživanje temelji na malom uzorku. Praktična primjena. Razmatraju se implikacije digitalnih usluga narodnih knjižnica te se na temelju rezultata istraživanja donose preporuke. Originalnost/vrijednost. Iako su se mnoga istraživanja bavila percepcijom knjižničara o vrijednosti narodnih knjižnica, ova se studija usredotočuje na percepciju knjižničara o vrijednosti digitalnih knjižnica i na to kako te usluge nadopunjuju ili zamjenjuju fizičku knjižnicu

    SUSTAVNI PRISTUP UTVRĐIVANJU ČINITELJA KVALITETE POMORSKO-PRIJEVOZNE USLUGE

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    The subject of this paper is to determine the fundamental factors of the quality of maritime transport services and analyse them, all with the aim of meeting the requirements of service users. These factors determine the quality of desired service results and must be in accordance with the policy of quality that is set at the level of a maritime organization, region or maritime countries in general. Contemporary economic turmoil, the process of globalization, the instability of the world market and the continued pressure of competition lead to strict requirements in terms of quality of services and the creation of the concept of a systematic and managerial approach within the system of maritime transport. The contribution of this work is reflected in the implementation of a systematic approach as the key condition for research and analysis of the factors of quality of maritime transport services in the complex and dynamic system of maritime transport, whose main purpose is to meet the needs and the demands of service users and all participants in the maritime business.Predmet istraživanja ovog rada je utvrđivanje temeljnih činitelja kvalitete pomorsko-prijevozne usluge te analiza istih u cilju ispunjenja zahtjeva korisnika usluga. Činitelji kvalitete određuju željene rezultate usluga i moraju biti u skladu s politikom kvalitete koja je postavljena na razini jedne pomorske organizacije, regije ili pomorske zemlje općenito. Suvremena ekonomska previranja u gospodarstvu, proces globalizacije, nestabilnost svjetskog tržišta te kontinuirani pritisak konkurencije, uvjetuju visoke zahtjeve u pogledu kvalitete usluga i kreiranje sustavnog i upravljačkog koncepta unutar sustava pomorskog prijevoza. Doprinos ovog rada se očituje u implementaciji sustavnog pristupa kao ključnog uvjeta za istraživanje i analizu činitelja kvalitete pomorsko-prijevozne usluge u kompleksnom i dinamičkom sustavu pomorskog prijevoza, čija je osnovna svrha zadovoljenje zahtjeva i potreba korisnika usluga

    UTJECAJ PERCIPIRANE KVALITETE USLUGE NA NAMJERE PONAŠANJA KORISNIKA U PEER-TO-PEER (P2P) SMJEŠTAJU

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    In this study, the focus was on exploring the attitudes of Airbnb users in Croatia. The primary goal was to investigate the impact of perceived service quality on users\u27 behavioral intentions, with a particular emphasis on user engagement as a mediating variable. The significance of comprehending the concept of perceived service quality was highlighted, as it can aid in improving service design and development, enhancing service quality, and promoting user engagement, intention to reuse and positive recommendations. A questionnaire was administered to a sample of 327 respondents to assess the impact of perceived service quality, expressed through technical, economic, and social categories, users\u27 behavioral intentions, and whether this influence is mediated by user engagement. Data analysis was performed using Structural Equation Modeling (SEM) with SPSS Amos 23.0 software. Our findings indicate that service quality\u27s technical, economic, and social categories directly and positively affect the behavioral intentions of users in peer-to-peer accommodation. Moreover, user engagement was found to mediate between service quality categories and users\u27 behavioral intentions. This suggests that users prefer the security, functionality, trustworthiness, ease of use, financial benefits, advanced information about prices, satisfaction, connection with other users, and the possibility of exchanging experiences, comments and suggestions for improvement, leading to repeated use and recommendation of the service.U ovom istraživanju fokus je bio na ispitivanju stavova Airbnb korisnika u Hrvatskoj. Primarni cilj bio je istražiti utjecaj percipirane kvalitete usluge na namjere ponašanja korisnika, s posebnim naglaskom na uključenost korisnika kao medijatorsku varijablu. Istaknuta je važnost razumijevanja koncepta percipirane kvalitete usluge jer može pomoći u poboljšanju dizajna i razvoja usluge, poboljšanju kvalitete usluge te promicanju uključenosti korisnika, namjere ponovnog korištenja i pozitivnih preporuka. Upitnik je primijenjen na uzorku od 327 ispitanika kako bi se procijenio utjecaj percipirane kvalitete usluge, izražene kroz tehničku, ekonomsku i društvenu kategoriju na namjere ponašanja korisnika, te je li taj utjecaj posredovan uključenosti korisnika. Analiza podataka provedena je korištenjem Structural Equation Modeling (SEM) sa softverom SPSS Amos 23.0. Rezultati pokazuju da tehnička, ekonomska i društvena kategorija kvalitete usluge izravno i pozitivno utječu na namjere ponašanja korisnika u peer-to-peer smještaju. Štoviše, utvrđeno je da angažman korisnika posreduje između kategorija kvalitete usluge i namjera ponašanja korisnika. Spomenuto sugerira da korisnici preferiraju sigurnost, funkcionalnost, pouzdanost, jednostavnost korištenja, financijsku korist, napredne informacije o cijenama, zadovoljstvo, povezanost s drugim korisnicima te mogućnost razmjene iskustava, komentara i prijedloga za poboljšanje, što dovodi do ponovne uporabe i preporuke usluge

    Koncept i mjerenje kvalitete usluge na tržištu poslovnog savjetovanja

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    Service quality is a key factor of the competitive capability of business consulting services providers – it helps strengthen the image, create references, establish long-term business relationships and reduce the perceived risk to the customer of such services. The existing service quality models are not suitable for application to the business-to-business (B2B) market due to differences in service characteristics and specific behavior of B2B customers. Business consulting services are highly intangible and complex to evaluate, with a large number of people involved generally both in their provision and use. Typically, they are implemented in the form of a project, characterized by a high degree of interaction between service providers and customers, who differ by their ability to be integrated in their service provision process. It is essential to adapt these services to specific customer needs, and the outcome of service provision may sometimes only be apparent a while after the consulting project has been completed. Therefore, there is no single, generally accepted model of conceptualizing and measuring the quality of B2B services such as business consulting services. Building from existing theoretical notions, the paper determines the suitability of Donabedian\u27s service quality model for conceptualizing and measuring the perceived quality of business consulting services. Based on the results of the empirical research conducted on a sample of 110 managers of the companies which use them, the perceived quality of business consulting services was found to be a multidimensional construct of a higher order which is perceived by customers through such dimensions as service potential, process and results. Thus, the preliminary hypothesis of the paper was confirmed. Research results provide the basis for recommendations to be presented for use by the marketing management of consulting services providers as well as serving as suggestions for future research.Kvaliteta usluge ključni je čimbenik konkurencijske sposobnosti pružatelja usluga poslovnog savjetovanja. Naime, njome se jača imidž, stvaraju reference, uspostavljaju dugoročni poslovni odnosi i smanjuje percipirani rizik za korisnika. Postojeći modeli kvalitete usluge nisu prikladni za primjenu na tržištu poslovne potrošnje zbog razlika u obilježjima poslovnih usluga i specifičnosti u ponašanju poslovnih korisnika. Usluge poslovnog savjetovanja izrazito su neopipljive, kompleksne za prosudbu, a u njihovu pružanju i korištenju uglavnom sudjeluje veći broj osoba. Realiziraju se u obliku projekta s visokim stupnjem interakcije između pružatelja i korisnika koji se razlikuju po svojoj sposobnosti za integraciju u proces pružanja usluge. Neophodno je prilagoditi ih specifičnim potrebama korisnika, a rezultati pružene/ih usluge/a mogu nastupiti nakon duljeg vremena od završetka projekta savjetovanja. Zbog toga jedinstveni, općeprihvaćeni model koncipiranja i mjerenja kvalitete za poslovne usluge, poput usluga poslovnog savjetovanja, ne postoji. Polazeći od postojećih teorijskih spoznaja, u radu se utvrđuje prikladnost Donabedianova modela kvalitete usluge za koncipiranje i mjerenje percipirane kvalitete usluge poslovnog savjetovanja. Na temelju rezultata empirijskog istraživanja provedenog na uzorku od 110 menadžera poduzeća korisnika, utvrđeno je da je percipirana kvaliteta usluge poslovnog savjetovanja višedimenzionalan konstrukt višeg reda, a korisnici ju percipiraju putem dimenzija potencijala, procesa i rezultata usluge. Time je potvrđena polazna hipoteza rada. Rezultati istraživanja osnova su za iznesene preporuke za marketinški menadžment pružatelja usluga poslovnog savjetovanja kao i za prijedloge za buduća istraživanja
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