Članci/Papers 30Apstrakt: Jedna od bitnih tendencija koja se uočava na tržištu avio-industrije jeste da danas skoro svaka avio-kompanija nastoji da izgradi dugoročne odnose sa kupcima odnosno korisnicima avio-usluga putem programa lojalnosti. Predmet ovog rada je da ispita značaj programa lojalnosti na upravljanje odnosima sa kupcima u avio-industriji i da utvrdi da li pripadnost programu lojalnosti utiče na kupce da kupuju avio-karte kod iste avio-kompanije. U te svrhe urađena je empirijska analiza, zasnovana na podacima dobijenim putem ankete sprovedene na beogradskom aerodromu "Nikola Tesla" u toku septembra 2015. godine. Za testiranje hipoteze, formirane u skladu sa navedenim ciljem rada, pored deskriptivnih i grafičkih prikaza, primenjen je hi-kvadrat statistički test. Rezultati su pokazali da programi lojalnosti imaju uticaja na izbor avio-kompanije tj. članovi programa lojalnosti određene avio-kompanije nastoje da u situaciji kada koriste avionski prevoz, ako im cena i vreme putovanja odgovaraju, biraju aviokompaniju čijeg su programa lojalnosti član. Takođe, šansa da izaberu avio-kompaniju u čijem programu lojalnosti imaju članstvo, proporcionalno se povećava sa dužinom članstva i, još bitnije, sa brojem letova koje putnici ostvaruju. Na osnovu testirane hipoteze i uočenih preferencija putnika, ukazano je na moguće marketinške implikacije dobijenih rezultata, uz analizu statusa i rejtinga naše nacionalne avio-kompanije kod anketiranih putnika.Ključne reči: programi lojalnosti putnika, avio-kompanije, upravljanje odnosima sa kupcima, lojalnost, satisfakcija JEL klasifikacija: M31, R49 UVODPoslednjih godina tržište avio-industrije obeležile su dinamične i intenzivne promene. Najpre je došlo do deregulacije u avio-saobraćaju i politike otvorenog neba, što je prouzrokovalo pad cena avio-karata, ali i porast konkurencije među avio-kompanijama (Cosmas, Belobaba & Swelbar, 2011, p. 18). To je samo po sebi promenilo okruženje u kome posluju avio-kompanije, a ako se tome dodaju epidemije, teroristički napadi, kao i sve kompleksniji globalni političko-ekonomski odnosi u svetu, jasno je koliko je teško pridobiti putnika da kupi kartu baš kod određene aviokompanije, a naročito da to učini ponovo i time postane njen lojalan kupac. Jedan od načina zadržavanja putnika, odnosno stvaranja lojalnih kupaca, jeste razvoj i građenje dugoročnih odnosa sa njima, najčešće putem programa lojalnosti.Da bi se postiglo povećanje broja ponovljenih kupovina, što i jeste cilj razvijanja i posedovanja programa lojalnosti, avio-kompanija mora da radi puno na marketingu koji će ići u pravcu prikupljanja svih podataka o svakom kupcu. Odnos kupac -avio kompanija čini važnu odrednicu koncepta upravljanja odnosima sa kupcima (eng. Customer Relationship Management -CRM) i zato mora biti prioritet za svaku avio kompaniju da produbljuje i unapređuje ovaj odnos, drugim rečima da upravlja njime.U ovom radu predstavljeni su rezultati istraživanja sprovedenog u toku septembra 2015. godine na beogradskom aerodromu "Nikola Tesla" o potencijalima prog...

Education has always been a driving force behind economic prosperity. However, this has become especially important in a globalized knowledge-and new-technology-based economy. The research presented in this paper focuses on the relationship between ICT, population education, and economic growth and development. The analysis of this relationship is based on the latest data collected from relevant national and international institutions. The results obtained from a survey conducted at the Faculty of Economics, University of Belgrade, are also analyzed. The paper highlights the challenges faced by the education systems in general, and the education system of the Republic of Serbia in particular, confronted with the new wave of technological innovation which is fundamentally changing the nature of work and imposing new requirements with regard to the necessary knowledge and skills. Our research results indicate that ICT and education have been recognized by the Government of the Republic of Serbia as the important determinants of economic and the overall social development. UVODInformaciono-komunikacione tehnologije (IKT) dramatično menjaju svet, omogućavajući bolje veze između ljudi i zajednica, inovacije i rast produktivnosti, kao i povećanje životnog standarda stanovništva na globalnom nivou. Uporedo sa promenom međuljudske interakcije i poslovanja, IKT su se pokazale i kao ključni preduslov za ekonomsku i društvenu modernizaciju, jačanje konkurentnosti, ali i kao bitan element u cilju prevazilaženja društvenih i ekonomskih podela (WEF, 2011, 6).

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Research question: In the last decade, the concept of Business analytics (BA) has gone through revolutionary changes. It has gained a lot in popularity and attracted immense interest both in academic and commercial communities. Accepting this reality, the main research topic of the paper is to investigate and present the global tendencies regarding the development of business analytics concept. Motivation: We have been motivated by huge changes in ICT environment and have studied how they reflect on the domain of Business analytics. Idea: The main idea was to elaborate and make distinction between crucial characteristics of the classical and new emerging concepts of Business analytics. In addition to technical aspects, the broader business context of all presented concepts and phenomena are discussed. Findings: Dealing with essential elements of the BA concept, this paper points out that the history of Business analytics has been strongly influenced by the changes and innovations in the sphere of information communications technologies (ICT). In particular, the paper addresses two tendencies connected to the status of Business analytics in the digital economy. The first tendency concerns the emergence of Big Data phenomenon and its implications on both business and public environment. The other tendency concerns the increasing business request and need for data and analytics democratization. The paper concludes that specifically two forms of analytics – embedded analytics and self-service analytics – appeared as strong enablers of the process of data and analytics democratization. Contribution: Although a considerable part of the paper tackled the issue of the ICT trends and its impact on the business analytics, one specific part of the paper presents the broader business implications of data and analytics deployment. Our opinion is that this part provides a significant contribution to the BA topic. We demonstrate that there is strong evidence that one of the most important benefits that BA brings to the company is competitive advantage. Also, it is emphasized that the other big issue in business domain concerns the forms of BA deployment in the organization. We strongly support the opinion that successful BA deployment requires a clear data and analytics strategy, with elements of proposed ICT innovations and BA solutions.