In modern business, quality is one of the key factors for recognising a product or service on the market. For this reason, quality is becoming a new business paradigm in all spheres of human activities, whether we talk about material products or services. Therefore, increasing attention is paid to quality management that is focused on meeting the requirements of clients in order to keep the old and attract new ones, so that the organisation can survive in conditions of fierce competition. It is evident that nowadays quality management is becoming a leading asset in competitive business in all industries. World companies are focused on quality, so we may often hear that the 20th century was actually the century of productivity, but the 21st century will be, without doubt, the century of quality. Bearing in mind the importance of the quality of services, there were valid reasons to focus the scientific research attention in this paper on defining the model of valuation of the quality of banking services, as a research objective. In achieving this goal, there were valid and scientifically justified reasons to apply the statistical method, as a general method, and the descriptive (Survey-Research) method, as a special one. The model for evaluating the quality of banking services, which is defined in this way, represents an important assumption of contributing to the improvement of relations with clients (Customer relationship management – CRM) with the goal of satisfying their needs and wishes, but also with the realization of business benefits.

The main intention of this paper is to emphasize the crucial tour­ism products that will contribute to the tourism development of the Repub­lic of Serbia. With that aim, the Multiple-Criteria Decision-Making – MCDM approach is proposed based on the PIvot Pairwise RElative Criteria Impor­tance Assessment – PIPRECIA and the Simple Weighted Sum Product – WISP methods. PIPRECIA method is applied for defining the criteria weights, while the WISP method is used for ranking the considered tourism products. The final results are reliable and the tourism product City break is emphasized as the one with the greatest potential.

In modern business, the quality of products and services is, not without reason, given considerable attention. That is why it is understandable that quality is considered a key business paradigm in banking as well. In particular, the quality of banking services is viewed as an essential prerequisite for gaining new clients and retaining existing ones. In this paper, scientific attention is focused on researching the factors of customer satisfaction with the quality of banking services and predicting their importance. In line with that, a descriptive "survey" method (survey-research method) was applied, while other methods were not completely ignored, because without of them a complete answer to all the questions could not be given. By applying factor analysis (orthogonal varimax method), five factors were obtained, which were, in further data processing and analyzing the research results, treated as the main factors of client satisfaction with the quality of banking services. One-factor analysis of variance - ANOVA - was used to predict the importance of selected factors from the client's point of view. The results of this research can contribute to the improvement of customer relations by improving the existing practice of managing customer relations.  

A single paragraph of about 150-200 words. In modern business, the quality of products and services is, not without reason, given considerable attention. That is why it is understandable that quality is considered a key business paradigm in banking as well. In particular, the quality of banking services is viewed as an essential prerequisite for gaining new clients and retaining existing ones. In this paper, scientific attention is focused on researching the factors of customer satisfaction with the quality of banking services and predicting their importance. In line with that, a descriptive "survey" method (survey-research method) was applied, while other methods were not completely ignored, because without of them a complete answer to all the questions could not be given. By applying factor analysis (orthogonal varimax method), five factors were obtained, which were, in further data processing and analyzing the research results, treated as the main factors of client satisfaction with the quality of banking services. One-factor analysis of variance - ANOVA - was used to predict the importance of selected factors from the client's point of view. The results of this research can contribute to the improvement of customer relations by improving the existing practice of managing customer relations.