{"id":"https://openalex.org/W2970276183","doi":"https://doi.org/10.35808/ijeba/321","title":"Management and Assessment of Human Performance Toward Service Quality: The Case of Kosovo\u2019s Public Sector","display_name":"Management and Assessment of Human Performance Toward Service Quality: The Case of Kosovo\u2019s Public Sector","publication_year":2019,"publication_date":"2019-08-01","ids":{"openalex":"https://openalex.org/W2970276183","doi":"https://doi.org/10.35808/ijeba/321","mag":"2970276183"},"language":"en","primary_location":{"id":"doi:10.35808/ijeba/321","doi":"https://doi.org/10.35808/ijeba/321","is_oa":true,"landing_page_url":"https://doi.org/10.35808/ijeba/321","pdf_url":"https://www.ijeba.com/journal/321/download","source":{"id":"https://openalex.org/S4210230980","display_name":"International Journal of Economics and Business Administration","issn_l":"2241-4754","issn":["2241-4754"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Economics and Business Administration","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.ijeba.com/journal/321/download","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5020796543","display_name":"Ibrahim Krasniqi","orcid":"https://orcid.org/0000-0002-4726-8675","observed_orcids":["https://orcid.org/0000-0002-4726-8675"]},"institutions":[{"id":"https://openalex.org/I4387152732","display_name":"University \"Haxhi Zeka\"","ror":"https://ror.org/01jrt3n05","country_code":"XK","type":"education","lineage":["https://openalex.org/I4387152732"]}],"countries":["XK"],"is_corresponding":false,"raw_author_name":"Ibrahim Krasniqi","raw_affiliation_strings":["University Haxhi Zeka , Faculty of Business , Peja ;"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Haxhi Zeka , Faculty of Business , Peja ;","institution_ids":["https://openalex.org/I4387152732"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088387764","display_name":"Bedri Statovci","orcid":"https://orcid.org/0000-0002-3068-9860","observed_orcids":["https://orcid.org/0000-0002-3068-9860"]},"institutions":[{"id":"https://openalex.org/I4387152732","display_name":"University \"Haxhi Zeka\"","ror":"https://ror.org/01jrt3n05","country_code":"XK","type":"education","lineage":["https://openalex.org/I4387152732"]}],"countries":["XK"],"is_corresponding":false,"raw_author_name":"Bedri Statovci","raw_affiliation_strings":["University Haxhi Zeka , Faculty of Business , Peje ,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University Haxhi Zeka , Faculty of Business , Peje ,","institution_ids":["https://openalex.org/I4387152732"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I4387152732"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":{"value":0.14098296,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":95,"max":97},"biblio":{"volume":"VII","issue":"Issue 3","first_page":"228","last_page":"237"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.9814000129699707,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.9814000129699707,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.01720000058412552,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10797","display_name":"Accounting and Organizational Management","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/human-performance-management","display_name":"human performance management","score":0.7770000100135803},{"id":"https://openalex.org/keywords/performance-measurement","display_name":"performance measurement","score":0.7129999995231628},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8920000195503235},{"id":"https://openalex.org/keywords/public-sector","display_name":"public sector","score":0.8679999709129333},{"id":"https://openalex.org/keywords/local-government","display_name":"local government","score":0.9160000085830688},{"id":"https://openalex.org/keywords/performance-indicators","display_name":"performance indicators","score":0.6909999847412109},{"id":"https://openalex.org/keywords/employee-motivation","display_name":"employee motivation","score":0.7549999952316284},{"id":"https://openalex.org/keywords/public-sector-management","display_name":"public sector management","score":0.5210000276565552},{"id":"https://openalex.org/keywords/citizen-satisfaction","display_name":"citizen satisfaction","score":0.6940000057220459},{"id":"https://openalex.org/keywords/kosovo","display_name":"Kosovo","score":0.6940000057220459}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7235985398292542},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.6899002194404602},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6053922176361084},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.526970386505127},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5125572681427002},{"id":"https://openalex.org/C202372285","wikidata":"https://www.wikidata.org/wiki/Q1056396","display_name":"Human resource management","level":2,"score":0.4360049366950989},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.40755903720855713},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3897213935852051},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.38450491428375244},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.27755582332611084},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.24402716755867004},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.15053260326385498},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11243894696235657},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.35808/ijeba/321","doi":"https://doi.org/10.35808/ijeba/321","is_oa":true,"landing_page_url":"https://doi.org/10.35808/ijeba/321","pdf_url":"https://www.ijeba.com/journal/321/download","source":{"id":"https://openalex.org/S4210230980","display_name":"International Journal of Economics and Business Administration","issn_l":"2241-4754","issn":["2241-4754"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Economics and Business Administration","raw_type":"journal-article"},{"id":"pmh:oai:www.um.edu.mt:123456789/46530","doi":null,"is_oa":true,"landing_page_url":"https://www.um.edu.mt/library/oar/handle/123456789/46530","pdf_url":null,"source":{"id":"https://openalex.org/S4306400782","display_name":"OAR@UM (University of Malta)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I197854408","host_organization_name":"University of Malta","host_organization_lineage":["https://openalex.org/I197854408"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"info:eu-repo/semantics/article"},{"id":"mag:2970276183","doi":null,"is_oa":true,"landing_page_url":"https://www.um.edu.mt/library/oar/bitstream/123456789/46530/1/Management_and_assessment_of_human_performance_toward_service_quality.pdf","pdf_url":null,"source":{"id":"https://openalex.org/S2764563877","display_name":"EUROPEAN RESEARCH STUDIES JOURNAL","issn_l":"1108-2976","issn":["1108-2976"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-100"],"host_organization":"https://openalex.org/P4323995299","host_organization_name":"University of Piraeus","host_organization_lineage":["https://openalex.org/P4323995299"],"host_organization_lineage_names":["University of Piraeus"],"type":"journal"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"EUROPEAN RESEARCH STUDIES JOURNAL","raw_type":null}],"best_oa_location":{"id":"doi:10.35808/ijeba/321","doi":"https://doi.org/10.35808/ijeba/321","is_oa":true,"landing_page_url":"https://doi.org/10.35808/ijeba/321","pdf_url":"https://www.ijeba.com/journal/321/download","source":{"id":"https://openalex.org/S4210230980","display_name":"International Journal of Economics and Business Administration","issn_l":"2241-4754","issn":["2241-4754"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["anvur-scientific","norway-1","poland-20"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Economics and Business Administration","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2970276183.pdf","grobid_xml":"https://content.openalex.org/works/W2970276183.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W3969854","https://openalex.org/W812561337","https://openalex.org/W1599655825","https://openalex.org/W1718896854","https://openalex.org/W2052895949","https://openalex.org/W2063142294","https://openalex.org/W2070849166","https://openalex.org/W2104558600","https://openalex.org/W2119677920","https://openalex.org/W2131919747","https://openalex.org/W2147182258","https://openalex.org/W2150674548","https://openalex.org/W2154015683","https://openalex.org/W2166529375","https://openalex.org/W2171430669","https://openalex.org/W2331226379","https://openalex.org/W2478982178","https://openalex.org/W4231831781","https://openalex.org/W7024024825"],"related_works":["https://openalex.org/W2755642773","https://openalex.org/W2913140883","https://openalex.org/W2913659055","https://openalex.org/W2803690516","https://openalex.org/W2149302368","https://openalex.org/W754199266","https://openalex.org/W2046234280","https://openalex.org/W7048570478","https://openalex.org/W2908846402","https://openalex.org/W2048275751"],"abstract_inverted_index":{"Purpose:":[0],"The":[1,136,195,232],"article":[2,78],"focuses":[3],"in":[4,12,16,31,40,45,170,191],"the":[5,13,17,32,52,84,87,97,105,157,174,179,189,192,210,224],"management":[6,36,68,151,205,239],"and":[7,28,69,82,102,124,132,148,155,160,177,184,206,220,230,241,255,261],"assessment":[8,93],"of":[9,19,37,72,89,107,152,181,218],"human":[10],"performance":[11,38,60,66,92,153,168,238],"public":[14,203,259,262],"sector":[15,204,260],"state":[18],"Kosovo":[20],"as":[21,59,199,248],"a":[22,113,200,243],"key":[23,53,128],"factor":[24],"for":[25,55,150,166,202,251],"sustainable":[26],"development":[27],"quality":[29,70,99,176,254],"increase":[30,71,173,217,257],"local":[33,41,90],"governance":[34,42],"level.Usually":[35],"measurement":[39,61,67,154,169],"was":[43],"concentrated":[44],"result":[46],"delivery":[47],"without":[48],"talking":[49],"into":[50],"consideration":[51],"factors":[54],"effective":[56],"work":[57],"such":[58],"indicators.Nowadays":[62],"this":[63,108],"correlation":[64],"between":[65,258],"services":[73],"is":[74,94,141],"becoming":[75],"very":[76],"important.The":[77],"aims":[79,207,234],"to":[80,172,208,216,235],"consider":[81],"support":[83,223],"fact":[85],"that":[86,139,245],"linkage":[88],"government":[91],"strongly":[95],"affecting":[96],"service":[98,175,253],"toward":[100,162],"consumers":[101,183],"citizens.Design/Methodology/Approach:":[103],"For":[104],"purpose":[106],"study":[109],"we":[110],"have":[111],"covered":[112],"broad":[114],"literature":[115],"review":[116],"followed":[117],"by":[118],"primary":[119],"data":[120],"collection":[121],"through":[122],"questionnaires":[123],"semistructured":[125],"interviews":[126],"with":[127,145],"experts,":[129],"relevant":[130],"reports":[131],"other":[133],"related":[134],"documentation.Findings:":[135],"paper":[137,196],"found":[138],"there":[140],"dissatisfaction":[142],"among":[143,212,227],"stakeholders":[144],"actual":[146],"way":[147],"framework":[149,165],"highlights":[156],"necessary":[158],"changes":[159],"advancement":[161],"an":[163],"improved":[164],"modern":[167],"order":[171],"satisfy":[178],"needs":[180],"businesses,":[182],"citizens,":[185],"while":[186],"indirectly":[187,221],"supports":[188],"motivation":[190,211],"workplace.Practical":[193],"Implications:":[194],"will":[197,214,222,246],"serve":[198,247],"guide":[201],"facilitate":[209],"employees.This":[213],"lead":[215],"efficiency":[219,256],"overall":[225],"satisfaction":[226],"costumers,":[228],"citizens":[229],"businesses.Originality/Value:":[231],"research":[233],"establish":[236],"valuable":[237],"systems":[240],"develop":[242],"model":[244],"one":[249],"tool":[250],"motivation,":[252],"management.":[263]},"counts_by_year":[{"year":2026,"cited_by_count":2}],"updated_date":"2026-11-03T10:50:19.383937","created_date":"2019-09-05T00:00:00"}