MERENJE KVALITETA USLUGE KAO STRATEŠKI INSTRUMENT BUDUĆNOSTI USLUŽNOG PRAVA

Sadašnjost i budućnost uslužnog prava (2022) str. 43-56

AUTOR(I): Jelena Janković

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DOI: 10.46793/XVIIIMajsko.043J

SAŽETAK:

Ovaj rad ima za cilj da ukaže na značaj kvaliteta usluge za budućnost uslužnogprava.Naime,kvalitetuslugejeključnidistinktivnifaktorkoji će podeliti sektor usluga na dva dela: uspešan i neuspešan. Kvalitet predstavlja svojstvo usluge koje određuje u kojoj meri je usluga izvrsna. Kao takvo, ovo svojstvo usluge se može stepenovati, u zavisnosti u kojoj meri ostvaruje zadovoljstvo korisnika usluge. S tim u vezi, merenje kvaliteta usluge je strateški instrument koji će trasirati put ka uspehu svim onim kompanijama iz uslužne ekonomije koje u središte svoje poslovne aktivnosti stavljaju zadovoljstvo korisnika usluge. Zbog toga, kreatori uslužnopravne norme u infrastrukturu zakona, koji uređuju uslužne delatnosti, treba da inkorporiraju princip korisnički orijentisane usluge, naročito u okviru specifičnih uslužnih sektora gde se najbolje mogu razumeti potrebe korisnika usluga.

KLJUČNE REČI: 

uslužno pravo, kvalitet usluge, zadovoljstvo korisnika, uslužna ekonomija.

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