Прегледај по Аутор "Jovanov, Goran"

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    Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics
    (MDPI, 2021) Stević, Željko; Tanackov, Ilija; Puška, Adis; Jovanov, Goran; Vasiljević, Jovica; Lojaničić, Darko
    To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Tesli´c, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.
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    Model for Sustainable Evaluation of the Impact of the Total Number of Centers for Technical Inspections of Motor Vehicles on the Occurrence and Consequences of Traffic Accidents in an Area
    (MDPI, 2022) Vranješ, Đorđe; Marić, Bojan; Ðurić, Tihomir; Jovanov, Goran; Vasiljević, Jovica; Jovanov, Nemanja; Radović Stojčić, Dunja
    Along with the development of capacities for the improvement of traffic safety, this work creates a model that analyzes the impact of the total number of centers for technical inspections of motor vehicles on the occurrence and consequences of accidents in a selected area. By using the statistical program SPSS26 and applying standard multiple regression, an analysis of the statistical correlations between a continuous dependent variable (number of accidents caused by technical malfunctions of vehicles) and two independent variables (number of centers for technical inspections of vehicles and number of vehicles registered by police jurisdictions) was performed. The aim of this work was to determine the influence of a part of the dependent variable’s variance that was explained by the variance of independent variables. The research results showed that the total number of technical inspections in relation to the number of registered vehicles in the selected area included a much larger part of the dependent variable’s variance, which referred to the total number of accidents caused by vehicles’ technical inspections. The results also showed a negative correlation value, i.e., that a larger number of technical inspections in relation to the number of registered vehicles did not have a positive impact on the increase in the number of accidents and consequences where the cause was technical malfunction, as well as that the number of centers and the number of registered vehicles had different influences on the occurrence of accidents and their consequences