Globalization and lifestyle changes have led to health becoming a major social preoccupation of the population. Spas are no longer just centers for disease treatment, but a means of preventing diseases and protecting human health. An increasing number of young people are trying to improve their health through spa treatments. This is why there is a growing tourist offer of spa centers. Bosnia and Herzegovina (B&H) has rich natural resources that are conducive to the creation of spas. Therefore, this study looked into spa offers and evaluated the transformation of medical spas into modern spa centers in order to improve competitiveness. Spa transformation survey was conducted on the example of spas in B&H. Six, out of a total of fifteen registered spas in B&H, have been chosen randomly. The spa offer was evaluated by applying the decision-making model and expert decision-making. The obtained results showed that the spas of Ilidža - Gradačac and Ilidža - Sarajevo have "good" transformation; the spas Dvorovi and Mlječanica have "middle" transformation, while the spas of Gata and Sanska Ilidža have "bad" transformation in the process of creating modern spas. Based on the results of this study, spa managers can obtain the necessary information on how to adjust the offer to make those spas more competitive. In addition, the spas will also generate higher revenues. The decision-making model used has shown good results and can be applied to future studies and research.

Increasing changes in the market have caused companies to turn largely to lowering all unnecessary costs in order to be competitive. Competitiveness is a concept that is being explored progressively. This paper offered a way to measure enterprise competitiveness. Competitiveness testing was conducted on companies in the field of food industry in Bosnia and Herzegovina (B&H). A systematic sample was used. The collected data were analysed by factor analysis. Out of a total of 8 dimensions used, the factor analysis performed a reduction of these dimensions and led to the final 6 dimensions that determine the competitiveness of companies in the field of food industry in B&H. The obtained results showed that these dimensions stand out from others and represent the competitiveness of the company. These dimensions are: cost competition, price competition, product and business process innovation, customer satisfaction, delivery reliability and organisational learning. This research will help managers of companies in the food industry in B&H to improve market competitiveness. The methodology used in this paper will help other companies to improve competitiveness and achieve better results in the market.

The purpose of this paper is to research how to improve loyalty to the dark chocolate brand Dorina through interaction created in the model composed of constructs such as brand image, brand impact, brand satisfaction and brand value. The data for this research have been gathered by an online survey. The total of 448 questionnaires have been collected in the territory of Bosnia and Herzegovina (B&H). The respondents to the survey were consumers of dark chocolate Dorina. The results indicate that consumer satisfaction is the most important factor for the brand loyalty on the dark chocolate market, followed by the impact and value, while the brand image does not significantly affect the loyalty of the consumers. Furthermore, the results indicate that the brand image significantly affects the customer satisfaction. A limitation of this research is that only one country has been taken as a sample, which could lead to generalization of results. New functions of chocolate, such as a health function, provide a new segment of food industry analysed in this paper. Companies should pay attention to the improvement of their brand image in order to affect consumer satisfaction which is the most important prerequisite for the creation of loyalty among the consumers. The developed model has provided instructions for the dark chocolate EKON. MISAO I PRAKSA DBK. GOD XXVIII. (2019.) BR. 1. (245-266) A. Puška et al: CONSUMERS .̀.. 246 manufacturers on how to improve loyalty of consumers and how to influence the very purchase.

When making an investment decision the investor has got many alternative investment options available. The task of the investor is to choose one investment that will best accomplish the objectives of the investment project. In order for an investment to be possible, it is common practice to create a document that plans and especially outlines the form of the investment project. In order to choose an investment that best meets the goals of the project, it is necessary to evaluate the project. There are evaluation methods available for the investor to assess the effectiveness of an investment project. The results given by these methods are usually conflicting, thus causing difficulties for the investor's decision-making abilities. This paper presents a model for improving the decision process in investment. The purpose of this model is to indicate the need for using methods such as the multi-criteria analysis method in order to evaluate the effectiveness of an investment. Due to the fact that the results of the evaluation methods are often different, it is necessary to take into account that there are a number of criteria that need to be acknowledged, in order to make the best investment decision. Multi-criteria analysis can be used to rank potential investment projects and enhances the decision-making process that is required to meet the goals of an investment.

When exploring the relationship between users and information systems, it is necessary to ascertain what impact the user's basic features have on their experience of the information systems they use in their work. Accordingly, this survey was conducted in the Government of Brcko within the district of Bosnia and Herzegovina, and within the Public company Brcko Municipality. The survey was conducted on 479 employees, while 261 employees completed the questionnaire developed for this research. When measuring the basic characteristics of the respondent’s gender was considered, as well as the work place, age, qualifications, their work experience and the amount of use of the information system weekly. When measuring the experience of using the information system, a modified model of performance of the information system was used. The SPSS 20.0 statistical software tool was applied during the testing of the proposed hypothesis, and the multivariate variance analysis (MANOVA) and the variance analysis (ANOVA) were used for the analysis. A factor analysis was used with the grouping of the proposed claims. The results obtained using this analysis show that in the modified model of success of the information system the statements were grouped into 4 factors. The hypothesis test results have shown that there is a significant statistical dependence on the use of information systems in almost all features of a user, except for the age of users where there is no statistical dependence. The results obtained from this research will contribute to a better understanding of how users experience information systems in their work and what basic features of the respondents affect the use of the system.

The first step in starting each production is the choice of suppliers. The choice of suppliers is influenced by many factors that differ depending on whether it is the first relationship with suppliers or it is about establishing partnerships with suppliers. Factors influencing selection are different and depend on business cooperation with suppliers themselves. Unlike other works, this paper applies expert judgment in the rankings of supplier selection factors. Experts include those scientists who published scientific papers on this subject by the prestigious Elsevier publishing house. Experts were assigned a survey questionnaire containing 39 factors for supplier selection to which they gave their opinion on which of these factors is important for establishing new cooperation or establishing partnerships with suppliers. The answers received were processed and the factors were ranked using the fuzzy TOPSIS method. The results showed that various factors are used in this cooperation with suppliers.

Investment decision making always bears a certain amount of risk and uncertainty. Therefore, we can say that the investment decision is the most difficult decision which a company owner or a manager has to make. During the process of investment decision making, every decision maker has to face the problems of choosing the right among several possible alternatives. The goal is to choose the alternative which is most likely to realise the company's development and investment goals. The decision maker may approach this problem in several different ways. Investment decision making is among the final steps of preparatory operations of an investment process. Before making this decision, it is necessary to follow certain procedures in order to successfully conduct the required investment studies. After the investment decision has been made, we can initiate the realisation process of a given investment. This paper uses 20 different investment projects which were analysed through 5 methods of investment efficiency evaluation that are mostly used in countries covered by the research. Additionally, a research which focuses on the ways in which companies from Bosnia and Herzegovina, Croatia, Serbia and Montenegro approach the investment decision making process was conducted.

Abstract In today’s modern age, information systems are of vital importance for successful performance of any organization. The most important role of any information system is its information support. This paper develops an information support model and presents the results of the survey examining the effects of such model. The survey was performed among the employees of Brcko Distric Government and comprised three phases. The first phase assesses the influence of the quality of information support and information on information support when making decisions. The second phase examines the impact of information support when making decisions on the perceived availability and user satisfaction with information support. The third phase examines the effects of perceived usefulness as well as information support satisfaction on user loyalty. The model is presented using six hypotheses, which were tested by means of a multivariate regression analysis. The demonstrated model shows that the quality of information support and information is of vital importance in the decision-making process. The perceived usefulness and customer satisfaction are of vital importance for continuous usage of information support. The model is universal, and if slightly modified, it can be used in any sphere of life where satisfaction is measured for clients and users of some service.

This paper explores the way perceived quality of bank clients is linked to their satisfaction and loyalty. Survey was conducted in Brcko District, Bosnia and Herzegovina, on an intentional sample. For this research an online survey was used involving 469 bank clients,out of which 225 completed this survey. To measure the quality an adapted SERVPREF model was used. Satisfaction and loyalty were measured by using four statements. The significance of this research is reflected in the fact that by proving the hypotheses it will be determined that quality is of the outmost importance for the business activity of every bank because quality influences satisfaction and user loyalty. It will also be determinedwhich dimension of quality has the most influence on those variables. The results gained by this research contribute to better understanding of clients by banks. Statistical analysis was done by using the programme tool SPSS 20 along with multiple regression analysis and correlation analysis. Reliability of collected information/data was analyzed by using Cronbach’s Alpha indicator. The results of multiple regression analysis show that there is a statistically significant impact of perceived quality of banks onto client satisfaction and loyalty. Results have proved the first two auxiliary hypotheses. It has been proved that there is a statistically significant impact of client satisfaction onto their loyalty, which confirmed the third auxiliary hypothesis. By proving these hypotheses, the main hypothesis has been proved and showed that perceived quality does influence the client satisfaction and loyalty, and also that only satisfied clients can be loyal.

Increasing competition present in the higher education in B&H has conditioned the trend that institutions need to “fight” for each student via quality development at higher education institutions. This paper deals with means of enhancing quality at eMPIRICA College through continual investigation of students’ satisfaction. For the purpose of this research, we used a quality questionnaire related to quality, satisfaction and loyalty of students. The research was carried out at the start and end of the academic year. This approach ascertained a gap with respect to quality, satisfaction and loyalty of students of eMPIRICA College. Using factor analysis the statements were grouped in 3 quality dimensions. The results of multivariate analysis of variance (MANOVA) showed that there is a significant statistical difference between expected and perceived quality, satisfaction and loyalty on the part of the students. Based on that, a gap between expectations and perceptions was ascertained. The use of t-test revealed that some statements have significant statistical difference in the area of expected and perceived quality, satisfaction and loyalty of students.

Croatia started implementing the national programs for early breast cancer detection in 2006, early detection of colon cancer and early detection of cervical cancer. A possible way to improve the adherence of the women to the screening on breast cancer could be by transferring the responsibility for the program implementation from the public health institutes to family physicians. The Project: "Model of early cancer detection integrated in a practice of family physician", was carried out by the Department of Family Medicine of the Osijek University School of Medicine. The results have shown that responsiveness of women invited to do preventive mammography was significantly higher in the experimental than in the control group. The central role of FM in the implementation of preventive programmes has already been recognized in many countries as an advantage from the organizational aspects and by means of decreased expenditure, compared to the vertical programmes with strict formal control centered to the public institutions.