Given the importance of digital financial services on financial inclusion, the authors examined the socio-demographic characteristics of users of digital financial services in the Republic of Serbia. The authors hypothesized that age, education, employment, and income are key socio-demographic characteristics that have influenced digital financial services. The Global Findex database of the World Bank was used to analyze the socio-demographic characteristics of digital financial service users in the Republic of Serbia, with a sample of 1000 inhabitants older than 15 years. To test differences between the analyzed characteristics, a t-test was applied using SPSSv25. The results show a difference among most of the analyzed characteristics. Socio-demographic characteristics, apart from gender and income, are statistically significant. The results show a statistically significant difference in the age of users of digital financial services and non-users of digital financial services. Also, users of digital financial services are highly educated and more often employed. Based on the results, it can be concluded that the average user of digital financial services is younger, more educated, more often employed and uses various banking services, such as credit and debit cards, savings and borrowing more often than non-users of these services.
Starting from the findings of other authors that logistic service quality indeed affects customer satisfaction, the author of this paper wanted to examine whether this relation existed in the context of Serbian logistics practice. The research was conducted in October 2021 on a sample of 234 respondents who used the services of shipping companies from Serbia. Send questionnaires consisted of three general questions about demographic variables and sixteen closed-ended questions about the perceived service quality based on the dimensions of the SERVPERF model. The researchers assessed the correlation between variables by regression analysis. The results of the research confirm a significant positive correlation between the logistic service quality and customer satisfaction. Responsibility has been shown to have the greatest impact on customer satisfaction, while other characteristics of service quality - reliability and tangibles show a medium, and assurance and empathy almost insignificant positive correlation with customer satisfaction.
The paper discusses the model of a software solution in the form of an expert system that helps entrepreneurs and companies in choosing Web hosting and service packages for the distribution of their Web applications. The software, based on the parameters entered by the user, analyzes 10 factors that are important when deciding on the choice of hosting, and based on the answers received by the user recommends one of the alternatives that best suits his preferences and capabilities. The model of the expert system has an advisory character in making decisions on the choice of adequate hosting and can be upgraded by introducing new parameters, rules and conclusions as proposed solutions, to include new problem situations. The aim of this paper is to point out the possibility of creating artificial intelligence systems that can help in making adequate business decisions for the electronic market.
In the changing market conditions characterized by intense competition, consumer loyalty is a key success factor. The aim of the research presented in this paper is to determine how social networks in periods of crisis change or affect the building of consumer loyalty, in terms of interactive communication aimed at recognizing and integrating consumer needs into the business offer of companies. The empirical research was used in the paper, based on appropriate research methods and techniques. For the purposes of the research primary data was collected using the survey method and the questionnaire technique. Based on the relevant measurement scales in the domain of social networks and consumer loyalty, the selected findings correspond to the current conditions of crisis changes, especially in the period of the COVID-19 pandemic. Statements used in the research process were taken and adapted from similar studies by the authors. The research process was carried out electronically, as the questionnaire was created in electronic form and distributed to respondents through social and communication media. During data processing, statistical methods such as descriptive statistical analysis, internal consistency test, correlation, and regression were used. The results of the analysis show that consumers expressed loyalty to companies using social networks in periods of changes caused by crisis, particularly during the virus pandemic.
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