Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia
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The paper presents the results of empirical research on the effects of some criteria of the EFQM excellence model on satisfaction and loyalty of the employees in the banking sector in Serbia. All but one of the hypotheses in the defined model were proven by statistical evaluation of empirical results. The one which could not be proven is the hypothesis of a positive impact of the organization's relationship toward security and society on the business result, which makes specificity of transitional economic conditions in which the studied banking sector operates. Statistical analysis was performed using V.16 LISREL software package where statistical significances of the studied set were defined together with b and t values of the defined paths in the defined model. Researches have shown that criteria of EFQM excellence model can be used to develop and improve the functioning of the banking system in Serbia and develop the TQM practice.
Кључне речи:
EFQM model / criteria / banks / satisfaction of employees / loyalty of employees / LISRELИзвор:
Serbian Journal of Management, 2014, 9, 1, 15-30Издавач:
- University of Belgrade - Technical Faculty in Bor
Институција/група
Mašinski fakultetTY - JOUR AU - Savić, Marija AU - Đorđević, Predrag AU - Nikolić, Đorđe AU - Mihajlović, Ivan AU - Živković, Živan PY - 2014 UR - https://machinery.mas.bg.ac.rs/handle/123456789/5509 AB - The paper presents the results of empirical research on the effects of some criteria of the EFQM excellence model on satisfaction and loyalty of the employees in the banking sector in Serbia. All but one of the hypotheses in the defined model were proven by statistical evaluation of empirical results. The one which could not be proven is the hypothesis of a positive impact of the organization's relationship toward security and society on the business result, which makes specificity of transitional economic conditions in which the studied banking sector operates. Statistical analysis was performed using V.16 LISREL software package where statistical significances of the studied set were defined together with b and t values of the defined paths in the defined model. Researches have shown that criteria of EFQM excellence model can be used to develop and improve the functioning of the banking system in Serbia and develop the TQM practice. PB - University of Belgrade - Technical Faculty in Bor T2 - Serbian Journal of Management T1 - Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia EP - 30 IS - 1 SP - 15 VL - 9 DO - 10.5937/sjm9-4972 ER -
@article{ author = "Savić, Marija and Đorđević, Predrag and Nikolić, Đorđe and Mihajlović, Ivan and Živković, Živan", year = "2014", abstract = "The paper presents the results of empirical research on the effects of some criteria of the EFQM excellence model on satisfaction and loyalty of the employees in the banking sector in Serbia. All but one of the hypotheses in the defined model were proven by statistical evaluation of empirical results. The one which could not be proven is the hypothesis of a positive impact of the organization's relationship toward security and society on the business result, which makes specificity of transitional economic conditions in which the studied banking sector operates. Statistical analysis was performed using V.16 LISREL software package where statistical significances of the studied set were defined together with b and t values of the defined paths in the defined model. Researches have shown that criteria of EFQM excellence model can be used to develop and improve the functioning of the banking system in Serbia and develop the TQM practice.", publisher = "University of Belgrade - Technical Faculty in Bor", journal = "Serbian Journal of Management", title = "Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia", pages = "30-15", number = "1", volume = "9", doi = "10.5937/sjm9-4972" }
Savić, M., Đorđević, P., Nikolić, Đ., Mihajlović, I.,& Živković, Ž.. (2014). Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia. in Serbian Journal of Management University of Belgrade - Technical Faculty in Bor., 9(1), 15-30. https://doi.org/10.5937/sjm9-4972
Savić M, Đorđević P, Nikolić Đ, Mihajlović I, Živković Ž. Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia. in Serbian Journal of Management. 2014;9(1):15-30. doi:10.5937/sjm9-4972 .
Savić, Marija, Đorđević, Predrag, Nikolić, Đorđe, Mihajlović, Ivan, Živković, Živan, "Modeling the influence of EFQM criteria on employees satisfaction and loyalty in transition economy: the study of banking sector in Serbia" in Serbian Journal of Management, 9, no. 1 (2014):15-30, https://doi.org/10.5937/sjm9-4972 . .