{"id":"https://openalex.org/W2142477285","doi":"https://doi.org/10.1504/ijstm.2012.048026","title":"The elements of customer satisfaction model in Serbian conditions","display_name":"The elements of customer satisfaction model in Serbian conditions","publication_year":2012,"publication_date":"2012-01-01","ids":{"openalex":"https://openalex.org/W2142477285","doi":"https://doi.org/10.1504/ijstm.2012.048026","mag":"2142477285"},"language":"en","primary_location":{"id":"doi:10.1504/ijstm.2012.048026","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijstm.2012.048026","pdf_url":null,"source":{"id":"https://openalex.org/S154565395","display_name":"International Journal of Services Technology and Management","issn_l":"1460-6720","issn":["1460-6720","1741-525X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services Technology and Management","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5026834907","display_name":"Dragan \u0106o\u0107kalo","orcid":"https://orcid.org/0000-0003-2085-5420"},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]},{"id":"https://openalex.org/I4210158487","display_name":"Technical College of Applied Sciences","ror":"https://ror.org/051dyvc17","country_code":"RS","type":"education","lineage":["https://openalex.org/I4210158487"]}],"countries":["RS"],"is_corresponding":true,"raw_author_name":"Dragan Cockalo","raw_affiliation_strings":["Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia"],"affiliations":[{"raw_affiliation_string":"Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia","institution_ids":["https://openalex.org/I4210158487","https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5110525887","display_name":"Dejan Djordjevi\u0107","orcid":null},"institutions":[{"id":"https://openalex.org/I4210158487","display_name":"Technical College of Applied Sciences","ror":"https://ror.org/051dyvc17","country_code":"RS","type":"education","lineage":["https://openalex.org/I4210158487"]},{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Dejan Djordjevic","raw_affiliation_strings":["Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia"],"affiliations":[{"raw_affiliation_string":"Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia","institution_ids":["https://openalex.org/I4210158487","https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5108822748","display_name":"Zvonko Sajfert","orcid":null},"institutions":[{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]},{"id":"https://openalex.org/I4210158487","display_name":"Technical College of Applied Sciences","ror":"https://ror.org/051dyvc17","country_code":"RS","type":"education","lineage":["https://openalex.org/I4210158487"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Zvonko Sajfert","raw_affiliation_strings":["Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia"],"affiliations":[{"raw_affiliation_string":"Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia","institution_ids":["https://openalex.org/I4210158487","https://openalex.org/I170726198"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5006734954","display_name":"Vesna Spasojevi\u0107-Brki\u0107","orcid":"https://orcid.org/0000-0003-4642-3482"},"institutions":[{"id":"https://openalex.org/I4068193","display_name":"University of Belgrade","ror":"https://ror.org/02qsmb048","country_code":"RS","type":"education","lineage":["https://openalex.org/I4068193"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Vesna Spasojevic Brkic","raw_affiliation_strings":["Faculty of Mechanical Engineering, University in Belgrade, 11000 Belgrade, Kraljice Marije 16, Republic of Serbia"],"affiliations":[{"raw_affiliation_string":"Faculty of Mechanical Engineering, University in Belgrade, 11000 Belgrade, Kraljice Marije 16, Republic of Serbia","institution_ids":["https://openalex.org/I4068193"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075253971","display_name":"Milan Nikoli\u0107","orcid":"https://orcid.org/0000-0001-6643-1442"},"institutions":[{"id":"https://openalex.org/I4210158487","display_name":"Technical College of Applied Sciences","ror":"https://ror.org/051dyvc17","country_code":"RS","type":"education","lineage":["https://openalex.org/I4210158487"]},{"id":"https://openalex.org/I170726198","display_name":"University of Novi Sad","ror":"https://ror.org/00xa57a59","country_code":"RS","type":"education","lineage":["https://openalex.org/I170726198"]}],"countries":["RS"],"is_corresponding":false,"raw_author_name":"Milan Nikolic","raw_affiliation_strings":["Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia"],"affiliations":[{"raw_affiliation_string":"Technical Faculty \u2018Mihajlo Pupin\u2019 in Zrenjanin, University of Novi Sad, 23000 Zrenjanin, Djure Djakovica bb, Republic of Serbia","institution_ids":["https://openalex.org/I4210158487","https://openalex.org/I170726198"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":5,"corresponding_author_ids":["https://openalex.org/A5026834907"],"corresponding_institution_ids":["https://openalex.org/I170726198","https://openalex.org/I4210158487"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.2382773,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"17","issue":"1","first_page":"87","last_page":"87"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.9965999722480774,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9898999929428101,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13164","display_name":"Quality and Management Systems","score":0.9739000201225281,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"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/certification","display_name":"Certification","score":0.6101858019828796},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.5720059275627136},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5370842814445496},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4829660952091217},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4723407030105591},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.46891674399375916},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4575374126434326},{"id":"https://openalex.org/keywords/quality-management-system","display_name":"Quality management system","score":0.43749091029167175},{"id":"https://openalex.org/keywords/control","display_name":"Control (management)","score":0.41158726811408997},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.36323344707489014},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.351518452167511},{"id":"https://openalex.org/keywords/quality-management","display_name":"Quality management","score":0.3455517888069153},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.18820053339004517},{"id":"https://openalex.org/keywords/management","display_name":"Management","score":0.14886832237243652},{"id":"https://openalex.org/keywords/economics","display_name":"Economics","score":0.10925441980361938}],"concepts":[{"id":"https://openalex.org/C46304622","wikidata":"https://www.wikidata.org/wiki/Q374814","display_name":"Certification","level":2,"score":0.6101858019828796},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5720059275627136},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5370842814445496},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4829660952091217},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4723407030105591},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.46891674399375916},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4575374126434326},{"id":"https://openalex.org/C201289532","wikidata":"https://www.wikidata.org/wiki/Q608513","display_name":"Quality management system","level":4,"score":0.43749091029167175},{"id":"https://openalex.org/C2775924081","wikidata":"https://www.wikidata.org/wiki/Q55608371","display_name":"Control (management)","level":2,"score":0.41158726811408997},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.36323344707489014},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.351518452167511},{"id":"https://openalex.org/C71405471","wikidata":"https://www.wikidata.org/wiki/Q757012","display_name":"Quality management","level":3,"score":0.3455517888069153},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.18820053339004517},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.14886832237243652},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.10925441980361938},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1504/ijstm.2012.048026","is_oa":false,"landing_page_url":"https://doi.org/10.1504/ijstm.2012.048026","pdf_url":null,"source":{"id":"https://openalex.org/S154565395","display_name":"International Journal of Services Technology and Management","issn_l":"1460-6720","issn":["1460-6720","1741-525X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310317825","host_organization_name":"Inderscience Publishers","host_organization_lineage":["https://openalex.org/P4310317825"],"host_organization_lineage_names":["Inderscience Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Services Technology and Management","raw_type":"journal-article"},{"id":"pmh:oai:machinery.mas.bg.ac.rs:123456789/1544","is_oa":false,"landing_page_url":"https://machinery.mas.bg.ac.rs/handle/123456789/1544","pdf_url":null,"source":{"id":"https://openalex.org/S4377196545","display_name":"MACHINERY - Repository of the Faculty of Mechanical Engineering (University of Belgrade)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4068193","host_organization_name":"University of Belgrade","host_organization_lineage":["https://openalex.org/I4068193"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"International Journal of Services, Technology and Management","raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W150053162","https://openalex.org/W1514925923","https://openalex.org/W1562891728","https://openalex.org/W1571414461","https://openalex.org/W1604517360","https://openalex.org/W1966838456","https://openalex.org/W1975965087","https://openalex.org/W1985804425","https://openalex.org/W1995863820","https://openalex.org/W2023982061","https://openalex.org/W2030059497","https://openalex.org/W2046708611","https://openalex.org/W2047438493","https://openalex.org/W2056584963","https://openalex.org/W2058343317","https://openalex.org/W2068074946","https://openalex.org/W2076243731","https://openalex.org/W2095152946","https://openalex.org/W2129782440","https://openalex.org/W2134325158","https://openalex.org/W3121411908","https://openalex.org/W3122167498","https://openalex.org/W3126732555"],"related_works":["https://openalex.org/W295600311","https://openalex.org/W2383011294","https://openalex.org/W2126051510","https://openalex.org/W4379660117","https://openalex.org/W2169011857","https://openalex.org/W2375405739","https://openalex.org/W2369037046","https://openalex.org/W2359409317","https://openalex.org/W2211689144","https://openalex.org/W2739217893"],"abstract_inverted_index":{"The":[0,60],"objective":[1],"of":[2,18,28,36,82,96,137,143],"this":[3,103],"paper":[4],"is":[5,32,62],"to":[6,118],"present":[7],"the":[8,13,25,29,33,37,50,58,65,69,74,80,83,89,94,105,127,134,140,144],"research":[9,48,101,106],"results":[10],"in":[11,49,88,102,124],"modelling":[12],"process":[14,43],"for":[15],"providing":[16],"satisfaction":[17],"company\u2019s":[19],"customers":[20],"and":[21,45,73,86,100,114,122,130],"their":[22],"requirements":[23],"\u2013":[24],"key":[26],"elements":[27,85],"model":[30,40,61],"which":[31],"final":[34],"result":[35],"research.":[38,145],"This":[39],"implies":[41],"a":[42],"approach":[44],"acceptable":[46],"marketing":[47,76],"beginning,":[51],"as":[52,54,139],"well":[53],"appropriate":[55],"evaluation":[56],"at":[57],"end.":[59],"harmonised":[63],"with:":[64],"quality":[66],"management":[67],"concept,":[68,72],"business":[70],"excellence":[71],"relationship":[75],"concept.":[77],"To":[78],"prove":[79],"justifiability":[81],"requirements,":[84],"activities":[87],"theoretic":[90],"model,":[91],"postulated":[92],"on":[93],"basis":[95],"researching":[97],"available":[98],"literature":[99],"sphere,":[104],"included":[107],"an":[108],"interview":[109],"with":[110],"84":[111],"companies":[112],"(manufacturing":[113],"services),":[115],"certified":[116],"according":[117],"ISO":[119],"9001:2000,":[120],"registered":[121],"active":[123],"Serbia":[125],"(as":[126],"primary":[128],"group)":[129],"37":[131],"experts":[132],"from":[133],"relevant":[135],"field":[136],"work":[138],"control":[141],"group":[142]},"counts_by_year":[{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}