Upravljanje kvalitetom u javnom sektoru je znatno dobilo na značaju poslednjih godina. Istina, dugi niz godina javni sektor se držao izvan ovog koncepta, a pod pojmom upravljanja kvalitetom podrazumevala se samo isporuka usluga u skladu sa zakonskim propisima. Međutim, kriza javne uprave i područja javnih usluga dovela je do preispitivanja uloge i upravljačkih mehanizama javnog sektora, te se vremenom u sve većoj mjeri, jednostavnim preuzimanjem ili eventualno uz odgovarajuća prilagođavanja, koja uzimaju u obzir specifičnosti i karakteristike istog u odnosu na privatni sektor, mogu uočiti pokušaji uvođenja i prilagođavanja sistema upravljanja kvalitetom usluga u organizacije javnog sektora. U BiH, kao zemlji u kojoj specifičnost državnog uređenja, zakonskih procedura, političkih previranja i uopšte društvene organizacije dodatno usložnjava posmatranu problematiku, važno je dijagnosticirati postojeće stanje primene sistema upravljanja kvalitetom i performansi poslovanja jedinica lokalne samouprave, te identifikovati područja mogućeg unapređenja. S tim u vezi, cilj rada je istražiti razlike u performansama poslovanja jedinica lokalne samouprave sa implementiranim standardom kvaliteta ISO 9001 i jedinica lokalne samouprave koje nisu primenile ovaj međunarodni standard u svom poslovanju. Primarni podaci za potrebe ovog istraživanja prikupljeni su primenom tehnike anketiranja, korištenjem anketnog upitnika kao obrasca za prikupljanje podataka. Razlika je testirana korištenjem t-testa nezavisnih uzoraka, a dobijeni rezultati ukazuju na značaj implementacije standarda ISO 9001, budući da je u jedinicama lokalne samouprave sa implementiranim standardom ISO 9001 zabilježen viši nivo performansi perspektive internih poslovnih procesa, performansi perspektive učenja i rasta i performansi perspektive korisnika u odnosu na jedinice lokalne samouprave koje nisu implementirale isti.

The purpose of this research is to provide some insights into socio-demographic determinants of predicting the likelihood of residents propensity to travel. Using the quota sampling technique, data collection was carried out from October to December 2019, yielding a sample of 632 valid responses. To gain a better understanding of the sociodemographic determinants of propensity to travel, we, primarily, use descriptive statistical analysis, chi-square test and probit regression model. The research findings have revealed that age, education and household income characteristics may be considered as antecedents of travel propensity of residents. Having in mind the impact that Covid-19 pandemic has on sector of tourism worldwide, and based on the results of this research, policymakers' efforts should be directed to promoting local tourist destinations and to enhancing tourism literacy of residents.

Abstract The concept of quality management in the public sector is nowadays more popular than ever before. Since it forms in the fields of public interest, public companies, institutions and organizations are crucially important for the development and the functioning of any social and modern society. Therefore, those organisations are expected to perform transparent, efficient, democratic and socially righteous work with the goal of maintaining and improving the quality of a nation’s economic life. In Bosnia and Herzegovina, the public sector is specific and additionally complicated by a complex political system, legal procedures and the constitutional structure and as such, it is often very ineffective. The main purpose of the implementation of ISO 9001 is to introduce a system of quality management and improve the quality of public services as well as to ensure customer satisfaction. Therefore, the goal of this paper is to present the concept of customer satisfaction and selected statistical methods in quality management, and to apply a part of these methods through secondary research and analysis of published reports about customer satisfaction with services of the public sector in Bosnia and Herzegovina. Results of the study have confirmed greater user satisfaction with service in the public sector in units of local self-government with an implemented ISO 9001 standard implemented ISO 9001 standard than in units in which the standard has not been implemented.