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1.
ANALIZA KAKOVOSTI STORITEV V BANČNEM SEKTORJU Z VIDIKA UPORABNIKOV IN ZAPOSLENIH
Darko Marušić, 2016, diplomsko delo/naloga

Opis: Kakovostna izvedba storitev je postala ključna naloga vsake banke, saj nam lahko ponudi prednosti, ki so neposredno povezane s konkurenčnostjo, povečanjem obsega poslovanja in ustvarjanjem dobička, v nasprotnem primeru pa je lahko ogrožen obstoj banke na konkurenčnem trgu. Namen diplomskega dela je predstaviti področje kakovosti bančnih storitev in njegovo pomembnost, teoretično in empirično predstaviti trenutno stanje ter podati predloge za izboljšave. Teoretične podatke smo črpali iz strokovne literature o storitvah in kakovosti ter metodah merjenja kakovosti. Predstavili smo dejavnike, ki vplivajo na kakovost, razložili, kaj bančne storitve pravzaprav so ter približali področje interakcije med kontaktnim osebjem in uporabniki. Empirične podatke smo pridobili s pomočjo dveh anketnih vprašalnikov, ki sta bila posebej prilagojena za zaposlene oziroma kontaktno osebje ter za uporabnike bančnih storitev. V raziskavi je sodelovalo skupno 27 zaposlenih in 51 uporabnikov bančnih storitev. Ugotovili smo, da so prijaznost osebja, varnost in hitrost izvedbe storitev tiste besedne zveze, ki jih uporabniki najpogosteje uporabljajo za opis kakovostne bančne storitve ali pa jih z njo povezujejo. Raziskava je razkrila tudi resen problem pomanjkanja zaupanja tako s strani uporabnikov v banko kot tudi s strani zaposlenih v vodstvo podjetja, razkrili pa smo tudi, kakšne so navade in kakšno je obnašanje uporabnikov, med drugim tudi to, da ob nezadovoljstvu s ceno dejansko zahtevajo le boljšo kakovost. V sklepnem delu smo predstavili ključne ugotovitve, do katerih smo prišli na podlagi raziskave ter izpostavili probleme in predlagali izboljšave.
Ključne besede: banka, storitve, kakovost, kontaktno osebje, uporabniki bančnih storitev
Objavljeno: 30.05.2016; Ogledov: 306; Prenosov: 34
.pdf Polno besedilo (1,12 MB)

2.
From virtual library over dictum and intel until refine
Vladimir Šimunović, Hans-Günther Sonntag, Richard Marz, Maja Ostojić, Axel Horsch, Bojana Filej, Danica Železnik, Ana Marušić, 2008, pregledni znanstveni članek

Opis: The purpose of this paper is to recall how we, medical teachers in Bosnia-Herzegovina (BH), coped with the challenge of reform in higher education and to analyze what in our doing was fashion, which trends we have chosen to follow, and what were the real, substantial and tangible results of our work. Financial support for reform across the board came through the Trans-European Program for Co-operation in Higher Education in Central and Eastern Europe (Tempus), and, since 1997, the five schools of medicine in Bosnia and Herzegovina partnered with academic institutions from nine EU countries in seven granted Tempus projects. The results were tangible: a network of medical libraries was established; medical schools were assessed internally and externally; several important documents were drafted and agreed on; a core group of faculty from Bosnia and Herzegovina was trained in new teaching methods; and research was done and published. Not less important,there were also some less tangible, but perhaps even more important fruits of this cooperation. A sense of trust was established, which is essential for any future collaborative action. Representatives from all sides, previously divided by the war, had a chance to communicate with each other, dispelling some prejudices and regaining belief that it is possible to work together. This example of the schools of medicine of Bosnia and Herzegovina shows that higher education can be a favorable arena for reconciliation. Financial incentive can serve as a catalyst in the process and the presence of impartial partners (in our case, schools of medicine from the EU) proved beneficial for establishing and maintaining trust and good-will.The conclusion is that society rebuilding can be promoted indirectly,through formal education and professional engagement,not necessarily by pressing the “opposing” sides to talk about reconciliation and sign peace declarations.
Ključne besede: medical education, Tempus, ECTS, Quality assurance, curriculum reform, catalogue, knowledge and skills
Objavljeno: 24.07.2017; Ogledov: 98; Prenosov: 1
.pdf Polno besedilo (204,63 KB)

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