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1.
The ecological motivation or tourists as a determinant of the tourists' loyalty
Majda Bastič, Slavka Gojčič, 2011, objavljeni znanstveni prispevek na konferenci

Opis: Despite the significant impact of environment on the attractiveness of tourist destination, environmental stewardship is not always the top priority in the hotel industry as one of the most energy-intensive sectors of the tourism industry which contributes to the increasing quantity of air pollutants. Therefore, this study investigates the impact of ecological pull motives and service quality on the tourists' loyalty to eco-hotels. The tourists spent their holidays in Austrian hotels with ecolabel and in Slovenian hotels were targeted and a total of 611 tourists participated in the study. The study reveals that the perceived service quality and ecobehaviour of hotel staff are the main determinants of the tourists' loyalty. The comparison analysis between Austrian and Slovenian hotels indicates that the guests of Austrian hotels with ecolabel are more loyal and ecologically motivated than guests of Slovenian hotels without ecolabel.
Ključne besede: loyalty, ecological motivation, hotel service quality, tourism, eco-tourism, hotels, services, quality
Objavljeno: 30.05.2012; Ogledov: 1532; Prenosov: 51
.pdf Celotno besedilo (240,04 KB)
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The trans European railway network : three levels of services for the passengers
Milan Janić, 1996, izvirni znanstveni članek

Opis: The paper deals with the concept, analysis and measuring of the quality of services offered by the Trans European Railway Network (TERN). A sub-network serving the passengers travelling over the EU (European Union) and some of the non-EU regions are considered. Two sets of network attributes influencing the quality of services are analysed. One set of network physical attributes is represented by the length of the rail lines connecting specific origins and destinations of the passengers. The other set is represented by the time-based attributes used to measure the quality of services offered to the users. These are: travel speeds along particular lines (routes), and how the passenger's schedule delays depend on the train frequencies (e.g. number of trains offered on particular routes of the network in a given period of time). Considered as a common entity these attributes significantly influence the average passenger's travel time (and speed) which, together with out-of-pocket cost paid for travel, have appeared to be the most important criteria influencing the choice of transport mode.
Ključne besede: Trans European Railway Network, passenger transport, quality of services, travel speed, schedule day
Objavljeno: 05.06.2012; Ogledov: 1256; Prenosov: 17
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Factors impacting on the activation and approach times of helicopter emergency medical services in four Alpine countries
Iztok Tomazin, Miljana Vegnuti, John Ellerton, Oliver Reisten, Guenther Sumann, Janko Kersnik, 2012, izvirni znanstveni članek

Opis: Background: The outcome of severely injured or ill patients can be time dependent. Short activation and approach times for emergency medical service (EMS) units are widely recognized to be important quality indicators. The use of a helicopter emergency medical service (HEMS) can significantly shorten rescue missions especially in mountainous areas. We aimed to analyze the HEMS characteristics that influence the activation and approach times. Methods: In a multi-centre retrospective study, we analyzed 6121 rescue missions from nineHEMS bases situated in mountainous regions of four European countries. Results: We found large differences in mean activation and approach times among HEMS bases. The shortest mean activation time was 2.9 minutes; the longest 17.0 minutes. The shortest mean approach time was 10.4 minutes; the longest 45.0 minutes. Short times are linked (p < 0.001) to the following conditions: helicopter operator is not state owned; HEMS is integrated in EMS; all crew members are at the same location; doctors come from state or private health institutions; organization performing HEMS is privately owned; helicopters are only for HEMS; operation area is around 10.000 km2; HEMS activation is by a dispatching centre of regional government who is in charge of making decisions; there is only one intermediator in the emergency call; helicopter is equipped with hoist or fixed line; HEMS has more than one base with helicopters, and one team per base; closest neighboring base is 90 km away; HEMS is about 20 years old and has more than 650 missions per year; and modern helicopters are used. Conclusions: An improvement in HEMS activation and approach times is possible. We found 17 factors associated with shorter times.
Ključne besede: emergency medical services, air ambulances, emergency helicopters, quality of health care, activation and approach time
Objavljeno: 29.06.2017; Ogledov: 539; Prenosov: 147
.pdf Celotno besedilo (1,22 MB)
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6.
Cluster analysis as a tool of guests segmentation by the degree of their demand
Damijan Mumel, Boris Snoj, 2002, izvirni znanstveni članek

Opis: Authors demonstrate the use of cluster analysis in findin out (ascertaining) the homogenity/heterogenity of guests as to the degree of their demand. The degree of guests' demand is defined according to the importance of perceived service quality components measured by SERVQUAL, which was adopted and adapted, according to the specifics of health spa industry in Slovenia. Goals of the article are: (a) the identification of the profile of importance of general health spa service quality components, and (b) the identification of groups of guests (segments) according to the degree of their demand in the research in 1991 compared with 1999. Cluster analysis serves as useful tool for guest segmentation since it reveals the existence of important differences in the structure of guests in the year 1991 compared with the year 1999. The results serve as a useful database for management in health spas.
Ključne besede: catering, hotel management, analysis, segmentation, services, quality
Objavljeno: 04.07.2017; Ogledov: 183; Prenosov: 32
.pdf Celotno besedilo (1,12 MB)
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7.
The importance of logistics service quality in a business-to-business market
Bruno Završnik, Damjana Jerman, 2006, izvirni znanstveni članek

Opis: The conceptualization and assessment of service quality continues to play an important role in marketing. The main aim of this paper is to study the perceived quality of service offered in the particular case of a logistics service organisation. We attempted to identify the gaps in logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. A comparative analysis discovered the differences and particularities linked to the specific markets regarding the importance and perceived characteristics of logistical services. While search quality factors can be assessed even before purchase, experience quality can be assessed only after purchase. Results indicate that consumers have evaluated the logistical service of logistics provider Intereuropa Ltd. Co. in terms of three major dimensions: on-time delivery, speed of delivery and the reliability of logistical services offered. In this paper, we explored the gaps in the logistical service offered in the samples of Croatian, Slovenian, Bosnian and Serbian and Monte Negrin enterprises. The study's findings suggest a framework to develop measures to empirically assess logistical service quality.
Ključne besede: logistics, business logistics, services, quality
Objavljeno: 04.07.2017; Ogledov: 353; Prenosov: 45
.pdf Celotno besedilo (684,02 KB)
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8.
Suggestion of legal regulation of tax advisory services to ensure its higher quality
Stanko Čokelc, Žan Oplotnik, 2013, izvirni znanstveni članek

Opis: Article analyses the suitability of the legal regulation model of tax advisory services in relation to their higher quality. A comparative preview of (non)regulation of tax advisory services in selected EU states is being discussed and several regulative models for Slovenia developed based on comparison. With empirical results from (i) different groups of professional tax advisory service providers and (ii) tax advisory service clients we try to identify elements of tax advisory services quality and risks. Based on the results new model of regulation of the profession and the level of regulation, suitable within EU law frame, has been suggested. The key finding is that higher level of regulation would improve the quality of tax advisory services, which is not only important for clients of services, but also in the public interest, as it increases confidence in tax returns and financial statements prepared by tax advisors.
Ključne besede: quality of services, regulated professions, tax advisory services, taxing and financing, tax
Objavljeno: 24.07.2017; Ogledov: 462; Prenosov: 46
.pdf Celotno besedilo (1,23 MB)
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9.
Multiple conceptual modelling of perceived quality of in-flight airline services
Urban Šebjan, Polona Tominc, Karin Širec, 2017, izvirni znanstveni članek

Opis: Despite growing literature on the different aspects of airline service quality in relation to behavioural intentions, less attention has been paid to some specific aspects of in-flight services. The focus of the present research is, therefore, on a multiple conceptual model of the quality of in-flight services in relation to passengers’ perception of value, followed by recommendations (word of mouth - WOM) of airlines, as well as the quality and comfort of airline seats. The study is performed using two databases of reviewers’/passengers’ opinions regarding the quality of in-flight airline services and airline seat comfort. Our research results reveal that the perceived comfort of the airplane seat is the most important factor of passengers’ perceived quality of in-flight airline services, which also considerably affects the passengers’ perception of value, and consequently moderates behavioural intentions (in our research, expressed through positive WOM). The analysis of the relative importance of the components of perceived airline seats’ comfort shows that seat width is the most significant factor that contributes to the overall perceived comfort of the airline seat.
Ključne besede: in-flight airline service quality, perceived value, recommendations (word of mouth), airline seat comfort, transport, air transport, services, quality
Objavljeno: 19.09.2017; Ogledov: 273; Prenosov: 169
.pdf Celotno besedilo (221,61 KB)
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10.
Specific characteristics of the ship and port services as aspects of maritime management
Mimo Drašković, 2016, samostojni znanstveni sestavek ali poglavje v monografski publikaciji

Opis: Several ship and port services have been considered, along with their specific characteristics and in the context of their place and role in the entire maritime transport management. A general analysis has been conducted and classification of services of the maritime transport has been done. The specific components and features of the functioning of enterprises of maritime transport services and management of their respective departments and transport stages of sea shipping have been described. A detailed description and substantiation of several levels of management that perform certain specific tasks in the logistics customer service in marine transportation has been given. Some features of the production and service management in seaports have been identified and discussed. A detailed analysis has been provided in terms of modern logistical approaches to customer service of freight trans- port service in general and marine cargo transport services, in particular. The major starting point hypothesis has been confirmed that the quality of services plays a dominant role in the competitive transport environment. The results for a particular seaport and maritime transportation organisations have been determined by the quality of services. In the context of rapid and continuous development of the service sector and its growing contribution to the gross domestic product, the consideration of the ship and maritime transport services is very important, especially for the maritime coastal countries, because they generate extraordinary possibilities for increasing employment, raising competitiveness and the economy of countries and development of their territories. In addition, quality maritime and port services make part of the modern transnational logistic network.
Ključne besede: logistics, maritime logistics, ship and port services, maritime transport management, sea shipping, quality
Objavljeno: 09.05.2018; Ogledov: 247; Prenosov: 30
.pdf Celotno besedilo (252,77 KB)
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