The present study aims to assess the dimensionality of SERVQUAL scale in retail banking in Bosnia and Herzegovina, to investigate relationship between identified service quality dimensions and customer satisfaction, and to estimate the perceived service quality and customer satisfaction in this setting. Data were collected from customers of three leading retail banks in Bosnia and Herzegovina. The study was conducted in city of Sarajevo, during the period of three weeks, and the sampling method was the non-probability convenience sampling. The questionnaire used in this study is comprised of three parts: general demographics questions, perceived bank service quality and customer satisfaction. Perceived bank service quality was measured using 22 perception-only items to measure five dimensions of service quality based on the SERVQUAL instrument. Overall customer satisfaction was measured using a three items that identified how satisfied a customer felt with regard to the participating banking service provider. A total of 500 respondents were attracted. The data was analyzed with the help of factor analysis, regression analysis, and descriptive analysis. Factor analysis was applied to assess dimensionality of SERVQUAL's dimensions; regression analysis was used to estimate the impact of identified service quality dimensions on overall customer satisfaction; and descriptive analysis was employed to estimate perceived service quality and customer satisfaction. The results of factor analysis revealed a four-dimensional structure of SERVQUAL scale: responsiveness/assurance, empathy, reliability, and tangibles. The strongest predictor for customer satisfaction is responsiveness/assurance, followed by empathy, and reliability. Nevertheless, tangibles was found not significant related with customer satisfaction.

The purpose of this study is to examine the influence of six broad categories of hedonic shopping motivations (adventure,gratification,role, value, social, and idea shopping) and fashion consciousness on consumers’ impulse buying behavior.The online questionnaire was created using LimeSurvey, a web-based questionnaire generator tool. An online questionnaire was directed to a sample of 500 individuals in Bosnia and Herzegovina,using non-probability convenience sampling method. A total of 224 participants completed the questionnaire, which corresponds to the response rate of 44.8 percent. The survey instrument used in this study was designed using scales that were already validated in the previous research. The results indicated that impulse buying behavior was significantly related to adventure, gratification, value and idea shopping motivations.Nevertheless, role shopping,social shopping and fashion consciousness were found not significantly related to impulse buying behavior. The findings of this study can help retailers to gain a useful insight into the shopping motivations that trigger impulse buying behavior. A focus on adventure,entertainment,excitement and sales may be an effective retailing strategy to stimulate impulse buying behavior.There are some of limitations in this study worthy of improvement and leads for future studies. A more random sampling method, sampling from different geographic locations and replication of this study in the context of other product categories are necessary to ensure reliable generalizability.

Abstract The relationship between service quality, price, customer satisfaction and customer loyalty is the subject of interests of researchers for several decades. Despite many publications on perceived quality, the position of the construct relative to the other key constructs in marketing remains vague. This research tries to bring conceptual clarity with regard to the relationship between perceived service quality, perceived price, customer satisfaction and customer loyalty. The proposed model is defined in line with the existing theoretical findings. Besides, this research is conducted to examine the sustainability of service quality dimensions and service price dimensions in Bosnia and Herzegovina’s retail banking. In order to test the defined model and research hypotheses empirical research was conducted on the sample of 300 retail bank customers of three leading banks in Bosnia and Herzegovina. Research results indicate that the defined model has an acceptable level of fit to the empirical data. This paper contributes to the existing literature by identifying the effects of different service quality and price quality dimensions on customer satisfaction and loyalty. A dimensionspecific approach used in this study can help bank managers to gain useful insight regarding the relative contribution of each dimension to the management of customer satisfaction and loyalty. This research has several limitations that need to highlight. The sample size was relatively small (n= 300) and the survey was conducted in a single service setting with a few banks under investigation. Thus, future research with a larger sample and tested in other service setting is needed to enhance the generalizability of the findings.

The aim of this paper was to establish the relationship between environmental concern and consumers’ green purchasing behavior. A survey instrument was developed that used scales to measure general environmental beliefs (HEP-NEP general environmental beliefs questions) and consumer’s intention to buy environmental friendly products. Data were collected from a convenient (non-probability sampling method) sample of 150 consumers in the Sarajevo region. The results indicated that significant positive correlation does not exist between the environmental concern and consumer’s green purchasing behavior. Expected gender difference on environmental concern scale and green purchasing scale was noticed, confirming that females scores higher than males. Other demographic characteristics: age, education and income did not generate significant differences on the environmental concern scale and green purchasing scale. The sample size was relatively small (n=150) and data collection took place only in Sarajevo. The other influences that encourage consumer’s intention to purchase environmentally friendly products need renewed attention. It would be useful to investigate in detail how various influences support green purchasing behavior.

The primary purpose of this research is to investigate the consumers’ implicit taste associations (sweetness. freshness, and naturalness) towards the color of product packaging in the context of the non-alcoholic beverage product category – orange juice. Moreover, the current research aims to assess how incongruity, as opposed to congruity, between the color package and product color-code/norm may shape a consumer's evaluation (liking/disliking) of a product. The findings indicate that green appears to be the color that would lead to the highest perception of freshness and naturalness. In contrast, grey is the color implicitly associated with artificial flavors and perceived to be stale. The results of this study do not provide evidence for the existence of color/taste correspondences in terms of perceived sweetness. Also, findings suggest that incongruent (atypical) color package – white, might lead to more favorable consumer attitudinal responses than the product’s color-code package – orange. The current research offers relevant insights for both researchers and practitioners.