International Journal for Quality Research

10

Authors: Boris Jevtić, Milan Beslać, Dragan Janjušić, Milan Jević

This paper aims to investigate the significance of the impact of customer expectations of the use of digital technology services by hotels on their level of satisfaction. For these purposes, an empirical study was provided in Serbia in 2022. The research sample consists of 392 respondents from a specific growing demographic group of hotel services users, digitally born Gen X, Gen Z, and Millennials, aged 21 to 41, who stayed in hotels in the highest category during the year. Regression analysis and a five-level Likert attitude evaluation scale were used in the methodology of the research. The significant influence of customer expectations and positive experiences in using technological hotel services on satisfaction is confirmed. The findings of the paper can contribute to the literature and hotel management decision-making in designing a modern strategy of technological business development, digitalization of services, and digital marketing relations with service users, millennials as technological leaders of change, and further hospitality organizations' survival in the tourist market.

10

Authors: Davor Grgurević

Due to the lack of a risk management system, many organizations in the world have suffered significant financial losses. Therefore, it is necessary for every organization to establish a risk management system as a structural element of the management system as a whole. The problem of risk management exists as a global problem that requires global solutions. One of the possible solutions is to meet the requirements of international risk management standards ISO 31000: 2009 and use risk assessment techniques in accordance with ISO / IEC 31010. The risk management system is compatible with the quality management system ISO 9001: 2008 and is based on the same principles. If the risk is not recognized and the organisation does not cope or is unprepared for the crises, the organization can suffer great losses. A business crisis is an unplanned and unwanted period in a company's operations, of limited duration with an ambivalent outcome. Crisis management is a process that includes three phases: preventive management, identification, and reactive management of a business crisis, which is helped by controlling as a professional management support.The review of tools and risk management tools creates preconditions for better preparation of the organization for crises, for better coping and faster exit from the crisis.

14

Authors: Piotr Kafel, Piotr Rogala, Maciej Urbaniak

This study aimed to investigate whether there is a relationship between the quality management method and the supplier performance measurement system. The results indicate that in some cases, organizations that had implemented lean management or TPS used supplier assessment measures more often and perceived them as more important ones. Moreover, according to the study, the most popular supplier measures are within the scope of process ones, such as timeliness of deliveries and completeness of deliveries. From the product measures, the most important one is the defectiveness level. The environmental measures' importance is, on an average level, much lower than the core-business ones. The most critical environmental supplier measure is using hazardous substances in production.

14

Authors: Francesco Giacobbe, Elisabetta Bemporad, Alberto Carro, Fabio Pera

This work aims to highlight the factors that characterize quality systems in the case of pressure equipment manufacturing. For the CE marking, according to the Pressure Equipment Directive (PED), the manufacturer may adopt conformity assessment modules based on the Quality System for production process, directly for the product, for its final inspection and testing or for full fabrication process, design included. At international level, the ISO 9001 standard is now consolidated and wide spread and was revised in 2015 with the introduction of new concepts. This article highlights the individual requirements of ISO 9001 which are directly and indirectly correlated with the Quality System factors required by PED. This allows to comply with the essential safety requirements of the directive following a Plan-Do-Check-Act approach and conforming to the formalization of the management systems provided by the High Level Structure.

16

Authors: Markéta Šnýdrová, Lucie Depoo, Ivana Šnýdrová

The article focuses on comparing approaches of generations Y and Y of business university graduates to employer selection in order to determine whether generation plays significant role in defining or determining the weight of individual criteria that point at quality employer or "employer of the first choice". The aim is to identify criteria affecting choice of employment by Generation X and Y university graduates and point out differences among generations. Graduates from Business university in period of five academic years were surveyed using online questionnaire. A total of 870 graduates were contacted. The survey was responded by 236 graduates (160 from Gen Y and 76 Gen X), which is representative sample for the given university. The data were tested by Cronbach's alpha test of reliability and correlation analysis between described variables was calculated using the Spearman's correlation coefficient. Primary research has shown that the following factors are particularly important for both generations: meaningful work, independent work, the possibility of further development, financial remuneration, the possibility of career growth, ensuring a work-life balance. Thus, the recommendation for the employers is to focus mainly on the above factors within the framework of personnel marketing, both internally and externally.

16

Authors: Nikola Stefanović, Tamara Đalić, Jovana Vesić

The paper discusses an analysis of credit and card fraud phenomena identified by a multinational bank in the Republic of Serbia. The research aims to evaluate the effectiveness of existing systems and practices for managing fraud risks in the banking sector of the Republic of Serbia. It explores the potential impact of fraudulent activities on the credit and card processes, as well as risk management in the banking system during the period before, during, and after the Covid-19 pandemic, specifically from 2018 to 2022. The most significant research result provides a descriptive profile of potential fraud perpetrators in the banking sector. This can contribute to decision-makers in finance, managers, and analysts to better scrutinize the profiles of potential credit users. Recognizing early signs that indicate a person is likely to commit fraudulent acts allows banks to prevent potential fraud in a timely manner, thus averting possible financial losses.

20

Authors: Angelika Nigbor-Drożdż, Wiesław Łukasiński

The aim of the article is to present an empirical analysis of startups perception by Gen Z representatives in Poland. The research was conducted in May-December 2021 via the Internet, and the questionnaire was completed by 500 people. It has become important to identify how Poles perceive startups by assessing their individual advantages and disadvantages. The achievement of the goal was made possible by literature studies and a questionnaire survey. In the work, particular attention was paid to defining the concept of a startup, identifying its advantages and disadvantages. An attempt was also made to define the attitude of Generation Z to their startups. The survey allows us to learn about the opinions of the new generation entering the labor market, and in 3 years' time it will constitute a significant part of it in Poland.

20

Authors: Sergey V. Ryazantsev, Inna V. Andronova, Erkin Sh. Shadmanov, Elena G.Popkova

The article reveals the unique experience of Russia and other CIS countries, which are fast-growing digital economies with a dynamically developing industry 4.0, as well as free migration. The purpose of this article is to study the prospects for improving quality management in Industry 4.0 based on educational and labor migration in Russia and other CIS countries. It is proved using econometric modeling of the experience of Russia and other CIS countries using regression analysis based on data for 2021 that immigration does not allow attracting highly qualified personnel for industry 4.0, but emigration does not lead to the loss of highly qualified personnel for industry 4.0.Alternative scenarios of quality change in industry 4.0 in Russia and other CIS countries have been created, which are based on the flows of educational and labor migration in the "Decade of Action" (in the period up to 2030). The scenario of filtration of incoming and freedom of outgoing migration flow has proved to be the best, since the optimization of educational and labor migration flows provides the highest rates of qualitative growth of industry 4.0 in Russia and other CIS countries by 223.96% with a probability of 46.5%.To implement this scenario, a promising model of migration flow management has been proposed to improve the quality of Industry 4.0 products in Russia and other CIS countries. The theoretical significance of the results obtained in the articleis that they clarified the role that the migration mechanism has on the quality management of Industry 4.0 products, taking into account the unique experience of Russia and other CIS countries.The practical significance of the authors' conclusions and recommendations is that they make it possible to improve the effectiveness of quality management in industry 4.0 based on educational and labor migration in Russia and other CIS countries.

20

Authors: Olexandr Yemelyanov, Yurii Dziurakh, Taras Danylovych, Nataliia Bondarchuk, Olha Demianchuk, Yulia Kharchuk

The article developed and tested methodological principles for evaluating the effectiveness of investing in resource-saving measures as a tool of anti-crisis financial management at enterprises. It is planned to carry out such an assessment by forecasting the values of the proposed indicator of the depth of the financial crisis at enterprises. The calculation of this indicator is based on comparing the minimum acceptable value of the financial result of the company's activity for the fulfillment of debt obligations with the actual value of such a result. The application of the proposed indicator makes it possible, among other things, to carry out a qualitative gradation of the depth of the financial crisis at enterprises by distinguishing them into six classes depending on the value of the indicator of this depth. At the same time, four of these classes refer to business entities already in a state of financial crisis or with signs of the possibility of approaching this state. Accordingly, by assessing the forecast or actual change in the number of such enterprises after they implemented resource conservation investment projects, it is possible to establish the effectiveness of investing in resource conservation measures as a tool of anti-crisis financial management at enterprises. To correctly calculate the predictive value of the indicator of the depth of the financial crisis at the enterprise, among other things, the simulation of this indicator was carried out. Such modeling provided, in particular, an opportunity to better understand the mechanism of influence of several factors on the value of the indicator of the depth of the financial crisis. It was established that the main factors include the structure of sources of financing resource-saving investment projects, the length of the crediting period, the capital intensity of products, and the share of expenses related to the consumption of specific production resources, etc. Based on the conducted theoretical studies, a method was developed for evaluating the effectiveness of investments in resource-saving measures as a tool of anti-crisis financial management at enterprises. This method was successfully tested on a sample of enterprises that belong to three industries and are characterized by a significant share of loan capital in the structure of asset financing sources. The results of the empirical analysis showed that implementing energy-saving projects at the studied enterprises will significantly reduce the number of enterprises in a crisis or pre-crisis state. It was also proven that the forecast value of the indicator of the depth of the financial crisis after the implementation of energy-saving projects decreases with an increase in the crediting period and the initial share of costs for the purchase of energy resources. However, the value of this indicator increases with an increase in the capital intensity of the enterprises' products and the share of loan financing of the corresponding energy-saving projects.

24

Authors: Magdalena Niewczas-Dobrowolska, Agnieszka Górka-Chowaniec, Tadeusz Sikora

The aim of the paper is to identify changes in consumer behavior regarding food caused by the COVID-19 pandemic. Quantitative research was carried out using the CAWI method among 2,000 consumers selected for the study in a quota manner. The selection of respondents reflected the actual structure of gender, age and region of residence of adult Poles. The study was conducted in March 2022. This article reviews similar studies to identify the major changes in consumer behavior caused by the COVID-19 pandemic. Consumers were characterized due to typical socio-demographic characteristics, but also due to the level of perceived stress and trust, as variables that may affect consumer behavior in the era of a pandemic. The most common changes in consumer shopping behavior caused by the COVID-19 pandemic were determined: frequency of purchases, their size, place of purchase, type of food purchased, behavior of other buyers. The COVID-19 pandemic has affected consumer behavior when buying food. It is not known which of these behaviors will persist.