študija primera Severne Makedonije
Liljana Georgieva Karamitrov (Author), Boštjan Udovič (Mentor)

Abstract

Konzularne storitve igrajo ključno vlogo pri zagotavljanju pomoči in podpore državljanom v tujini, zaradi česar je nujno razumevanje in izboljšanje kakovosti teh storitev. Magistrsko delo kvantitativno ocenjuje zadovoljstvo strank s kakovostjo konzularnih storitev z uporabo instrumenta SERVQUAL. Meri dojemanje strank (dejanske izkušnje) in pričakovanja (pričakovane ali želene izkušnje) v petih dimenzijah: zanesljivost, odzivnost, zaupanje oziroma zagotovilo, empatija oziroma vživetje in otipljivost. Študija je zajela 106 posameznikov, ki so nedavno uporabljali konzularne storitve v diplomatsko-konzularni mreži Republike Severne Makedonije. Podatki so bili zbrani s strukturiranim anketnim vprašalnikom, za analizo podatkov pa je bila uporabljena deskriptivna statistika. Rezultati kažejo velike vrzeli med pričakovanji in zaznano kakovostjo storitve pri vseh razsežnostih konzularnih storitev. To kaže na nizko zaznano kakovost storitev in splošno nezadovoljstvo strank. Predvsem zaupanje oziroma zagotovilo, ki dejansko pomeni verodostojnost, usposobljenost, vljudnost in zaupanje konzularnega osebja, pretežno prispeva k temu negativnemu rezultatu. Poleg tega zanesljivost - zmožnost doslednega, natančnega in zanesljivega izvajanja obljubljene storitve, izstopa kot glavno gonilo zadovoljstva strank. Raziskava prav tako izpostavlja področja za izboljšave, kot so krepitev teoretičnih in praktičnih veščin konzularnega osebja in izboljšanje komunikacijskih kanalov ter oblikovalcem javnih politik zagotavljajo uporabne vpoglede v trenutno delovanje sistema. Ugotovitve lahko vodijo do večjega zadovoljstva strank, povečanega zaupanja v vlado in izboljšane podobe države v mednarodnem okolju.

Keywords

Vienna Convention on Consular Relations;diplomatic and consular network;consular services;customer satisfaction;SERVQUAL;

Data

Language: English
Year of publishing:
Typology: 2.09 - Master's Thesis
Organization: UL FDV - Faculty of Social Sciences
Publisher: [L. Georgieva Karamitrov]
UDC: 316.4:341.71(497.7)(043.2)
COBISS: 167495427 Link will open in a new window
Views: 33
Downloads: 4
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Other data

Secondary language: Slovenian
Secondary title: Measuring customer satisfaction with consular services
Secondary abstract: Consular services are crucial in providing assistance and support to citizens abroad, making it essential to understand and improve their quality. This thesis quantitatively assesses customer satisfaction with the quality of consular services by utilizing the SERVQUAL instrument. It measures customer perceptions (actual experience) and expectations (anticipated or desired experience) across five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. The study surveyed 106 individuals who recently utilized consular services in the Republic of North Macedonia's diplomatic and consular network. Data collection involved a structured survey questionnaire, and descriptive statistics were used for data analysis. The results indicate significant rifts between customer expectations and perceptions across all dimensions of consular services, suggesting low perceived service quality and overall customer dissatisfaction. Particularly, assurance— the credibility, competence, courtesy, and confidence of consular staff, contribute to this negative outcome. Additionally, reliability—the capability to consistently execute the promised service accurately and dependably, stands out as the primary driver of customer satisfaction. The study also suggests areas for improvement and provide actionable insights for policymakers, such as enhancing consular staff's skills and communication channels, which can boost overall customer satisfaction with consular services, trust in the government, and the country's international image.
Secondary keywords: Dunajska konvencija o konzularnih odnosih;diplomatsko-konzularna mreža;konzularne storitve;zadovoljstvo strank;SERVQUAL;Diplomatska in konzularna služba;Zadovoljstvo;Zaupanje;Severna Makedonija;Univerzitetna in visokošolska dela;
Type (COBISS): Master's thesis/paper
Study programme: 0
Embargo end date (OpenAIRE): 1970-01-01
Thesis comment: Univ. v Ljubljani, Fak. za družbene vede
Pages: 92 str.
ID: 19981809