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

1. Babić-Hodović, V., Činjarević, M. (2008). Mjerenje percepcije kvaliteta usluga upotrebom SERVQUAL modela na primjeru usluga edukacije Ekonomskog fakulteta. Zbornik radova Ekonomskog fakulteta u Sarajevu, Vol. 28, pp. 28-46.Search in Google Scholar

2. Babić-Hodović, V., Činjarević, M. (2009). Uticaj percepcije kvaliteta usluga edukacije na lojalnost klijenata. Zbornik 6. Naučno-stručnog skupa sa međunarodnim učešćem „Kvalitet 2009“, pp. 737-744.Search in Google Scholar

3. Boulding, W., Karla, A., Staelin, R., Zeithaml, W.A. (1993). A Dynamic, Process Model of Service Quality: From Expectations to Behavioural Intentions. Journal of Marketing Research, Vol. 30, pp. 7-27.10.1177/002224379303000102Search in Google Scholar

4. Fazlović, S. (2013). Primijenjena statistika. OFF SET, Tuzla.Search in Google Scholar

5. Gorji, M., Sargolzaee, S. (2011). The study of the relation between service quality and customer satisfaction the based on servqual model. International Conference on Ebusiness, Management and Economics, Vol. 25, pp. 191-196.Search in Google Scholar

6. Stringham, S. H. (2004). Does quality management work in the public sector. Public Administration and Management: An Interactive Journal, Vol. 9, No. 3, pp. 181-211.Search in Google Scholar

7. Huseinspahić, N. (2010). Mjerenje funkcionalne dimenzije kvaliteta usluga u zdravstvu korištenjem SERVQUAL modela. BH Ekonomski forum, Ekonomski fakultet u Zenici, Vol. 1/2010, pp. 41-59.Search in Google Scholar

8. Ilić, M., Živković, Z. (2011). Kvalitet rada javnih preduzeća grada Beograda po oceni potrošača-korisnika usluga, Zbornik radova 38. Nacionalne konferencije o kvalitetu. pp. A-177-183.Search in Google Scholar

9. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in Bosnia and Herzegovina. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=BA#countrypick [10 June 2016].Search in Google Scholar

10. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in Croatia. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=HR#countrypick [10 June 2016].Search in Google Scholar

11. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in Montenegro. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=ME#countrypick [10 June 2016].Search in Google Scholar

12. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in The Former Yugoslav Republic of Macedonia. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=MK#countrypick [10 June 2016].Search in Google Scholar

13. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in Slovenia. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=SI#countrypick [10 June 2016].Search in Google Scholar

14. International Organization for Standardization. (2014). Iso Survey-evolution of ISO 9001 certificates in Serbia. Available at http://www.iso.org/iso/home/standards/certification/iso-survey.htm?certificate=ISO%209001&countrycode=RS#countrypick [10 June 2016].Search in Google Scholar

15. Kakeš, D. (2014). Unapređenje kvaliteta usluga u javnom sektoru Bosne i Hercegovine implementacijom sistema upravljanja kvalitetom. Master thesis, Ekonomski fakultet, Univerzitet u Tuzli.Search in Google Scholar

16. Oliver, R. L. (1981). A Cognitive Model of the Antecedents and Outcomes of Satisfaction Decision. Journal of Retailing. Vol. 57, No. 3, pp. 25-48.Search in Google Scholar

17. Otajagić, F. (2011). Kvalitet upravljanja u javnom sektoru Bosne i Hercegovine. Zbornik radova 7. Naučno stručnog skupa sa međunarodnim učešćem „Kvalitet 2011“, pp. 1003-1010.Search in Google Scholar

18. Ramseook-Munhurrun, P., Lukea-Bhiwajee, S. D., Naidoo, P. (2010). Service quality in the public service. International Journal of Management and Marketing research. Vol. 3, No. 1, pp. 37-50.Search in Google Scholar

19. Razvojna Agencija EDA Banja Luka (2006). Strateški plan razvoja lokalne samouprave u BiH. Available at http://www.sogfbih.ba/uploaded/download/Strateski%20plan%20razvoja%20lokalne%20samouprave%20u%20BiH.pdf [10 June 2016].Search in Google Scholar

20. Skoko, H. (2000). Upravljanje kvalitetom. Sinergija, Zagreb.Search in Google Scholar

21. Šehić, Dž. (2002). Strateški menadžment. Slovo, Mostar.Search in Google Scholar

22. Transparency International BiH (2009). Korupcija u Bosni i Hercegovini. Available at http://tibih.org/wp-content/uploads/2011/02/Korupcija_u_BiH.pdf [01 June 2016].Search in Google Scholar

23. Transparency International BiH (2012). Nalazi istraživanja o transparentnosti jedinica lokalne samouprave u Bosni i Hercegovini 2012. Available at http://www.civilsocietylibrary.org/CSL/591/Nalazi-istrazivanja-o-transparentnosti-jedinicalokalne-samouprave-u-Bosni-i-Hercegovini-2012 [11 June 2016].Search in Google Scholar

24. Woodside, A.G., Frey, L.L., Daly, R.T. (1989). Linking Service Quality, Customer Satisfaction, and Behavioral Intention. Journal of Health Care Marketing. Vol. 9, No. 4, pp. 5-17. Search in Google Scholar