{"title":"2019冠状病毒病大流行期间塞尔维亚共和国、波斯尼亚和黑塞哥维那银行服务用户的行为","authors":"M. Pavlovic, Anđelija Radonjić, Đ. Pavlovic","doi":"10.5937/etp2301120p","DOIUrl":null,"url":null,"abstract":"The aim of this study is to analyze the satisfaction of users of banking services in the Republic of Srpska and Bosnia and Herzegovina during the Covid 19 pandemic. The research was conducted through an online questionnaire, and the processing was carried out with the help of the statistical program SPSS version 24. The subject of the research is to measure the perception of banking services, to assess service quality and the impact of expectations on perceived quality. Testing and final conclusions on the level of quality of banking services were performed on the basis of the existing literature and the modified SERVKUAL model.","PeriodicalId":32530,"journal":{"name":"Ekonomija teorija i praksa","volume":"1 1","pages":""},"PeriodicalIF":0.0000,"publicationDate":"2023-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Behavior of users of banking services in the Republic of Serbia, Bosnia and Herzegovina during the pandemic of COVID-19\",\"authors\":\"M. Pavlovic, Anđelija Radonjić, Đ. Pavlovic\",\"doi\":\"10.5937/etp2301120p\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The aim of this study is to analyze the satisfaction of users of banking services in the Republic of Srpska and Bosnia and Herzegovina during the Covid 19 pandemic. The research was conducted through an online questionnaire, and the processing was carried out with the help of the statistical program SPSS version 24. The subject of the research is to measure the perception of banking services, to assess service quality and the impact of expectations on perceived quality. Testing and final conclusions on the level of quality of banking services were performed on the basis of the existing literature and the modified SERVKUAL model.\",\"PeriodicalId\":32530,\"journal\":{\"name\":\"Ekonomija teorija i praksa\",\"volume\":\"1 1\",\"pages\":\"\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Ekonomija teorija i praksa\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.5937/etp2301120p\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Ekonomija teorija i praksa","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.5937/etp2301120p","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
引用次数: 0
摘要
本研究的目的是分析2019冠状病毒病大流行期间塞族共和国和波斯尼亚和黑塞哥维那银行服务用户的满意度。本研究通过在线问卷调查的方式进行，并借助于统计程序SPSS version 24进行处理。本研究的主题是衡量银行服务的感知，以评估服务质量和期望对感知质量的影响。在现有文献和修改后的SERVKUAL模型的基础上，对银行服务质量水平进行了测试和最终结论。
Behavior of users of banking services in the Republic of Serbia, Bosnia and Herzegovina during the pandemic of COVID-19
The aim of this study is to analyze the satisfaction of users of banking services in the Republic of Srpska and Bosnia and Herzegovina during the Covid 19 pandemic. The research was conducted through an online questionnaire, and the processing was carried out with the help of the statistical program SPSS version 24. The subject of the research is to measure the perception of banking services, to assess service quality and the impact of expectations on perceived quality. Testing and final conclusions on the level of quality of banking services were performed on the basis of the existing literature and the modified SERVKUAL model.
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