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ISO 9001 standard in the development of customer satisfaction in the public sector of Bosnia and Herzegovina

Dino Kakeš ; Indirect Taxation Authority of Bosnia and Herzegovina, Banja Luka, Bosnia and Herzegovina
Senad Fazlović ; Faculty of Economics, University of Tuzla, Bosnia and Herzegovina

Puni tekst: engleski pdf 423 Kb

str. 39-52

preuzimanja: 429



The concept of quality management in the public sector is nowadays more popular than ever before. Since it forms in the fields of public interest, public companies, institutions and organizations are crucially important for the development and the functioning of any social and modern society. Therefore, those organisations are expected to perform transparent, efficient, democratic and socially righteous work with the goal of maintaining and improving the quality of a nation’s economic life. In Bosnia and Herzegovina, the public sector is specific and additionally complicated by a complex political system, legal procedures and the constitutional structure and as such, it is often very ineffective. The main purpose of the implementation of ISO 9001 is to introduce a system of quality management and improve the quality of public services as well as to ensure customer satisfaction. Therefore, the goal of this paper is to present the concept of customer satisfaction and selected statistical methods in quality management, and to apply a part of these methods through secondary research and analysis of published reports about customer satisfaction with services of the public sector in Bosnia and Herzegovina. Results of the study have confirmed greater user satisfaction with service in the public sector in units of local self-government with an implemented ISO 9001 standard implemented ISO 9001 standard than in units in which the standard has not been implemented.

Ključne riječi

cluster sampling; independent samples; Levene’s test; ISO 9001; public sector; user satisfaction

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