To run a business successfully, quality determination and customer relations are very important factors. Therefore, it is necessary to measure quality and identify critical points of business. In this paper, an original integrated model for measuring the service quality of reverse logistics (RL) was developed for the company Komunalac Teslić, which was used as an example. The Delphi and Full Consistency Method (FUCOM) was applied to determine the significance of the quality dimensions, while a modified SERVQUAL (SQ) model was used to measure the service quality of the logistics. An original SQ questionnaire was formed with a total of 21 statements that were arranged in five standard dimensions. Examining the reliability of the questionnaire for quality dimensions using the Cronbach Alpha coefficient, it was found that the measurement scales for dimensions are appropriate in terms of user expectations, while in terms of quality perception there is no measurement scale for the empathy dimension. An extensive statistical analysis was then performed to verify the results. A Signum test was applied to identify the relationship between the responses in terms of expectations and perceptions, i.e., to examine their differences. The findings obtained by this research show that the expectations were higher than the perceived quality of the services and that there was a significant statistical difference for 12 of the SQ statements. For two statements, there was a significant statistical difference in favor of perceived quality compared to expectations. Based on the results obtained, the company must improve its services in order for service quality to be at a satisfactory level.

In this work, we show the experience of the driver rehabilitation process in the Republic of Serbia, with the analysis of the rehabilitation process and the changing of the drivers’ attitudes. Before performing the analysis, we define the basic hypothesis (implementation of the sustainability model of E learning for the driver rehabilitation process will impact the driver attitude and minimize the mistakes). In the analysis, we take the most recognized mistakes in the process of education. Implementation of this model is exclusive for a group of candidates who finished the driver rehabilitation process. Using the database of drivers who made mistakes, we made the electronic database (video material with comments) and subsequently implemented the driver education model to assess who made mistakes in the rehabilitation process. In the test process, we used the two groups of candidates (age 18–30 and 31–40), before and after the implementation of this e-learning model. In order to process the data, taking into account the small number of observations further in the research, correlation analysis was used, which determines whether there is a correlation between the amount of alcohol in blood (expressed in g/kg) and the reaction time (in seconds) of a driver. In the second part of the work, correlation analysis was performed with the aim to examine which type of relation exists between the candidates who participated in the driver rehabilitation program and candidates that participated in the program of the proposed e-learning model. The results of this study offer a direction in which learning takes place by itself and affects the effective environment of e-learning, multimedia teaching, virtual practical content, and learning under the instruction of the lecturer in this target group of participants in the rehabilitation program. How many times have we believed that we have an ability and overestimated our-selves in that? You can be convinced in traffic only if you have to prove that ability. The results of the application of this model make it possible to prove that ability and change the opinion about the stated mistakes. The key goal of this work is to make the sustainability e-learning model based on mistakes, which will eliminate the same mistakes made by drivers. The result would be top training and high-quality performance in traffic.

Along with the development of capacities for the improvement of traffic safety, this work creates a model that analyzes the impact of the total number of centers for technical inspections of motor vehicles on the occurrence and consequences of accidents in a selected area. By using the statistical program SPSS26 and applying standard multiple regression, an analysis of the statistical correlations between a continuous dependent variable (number of accidents caused by technical malfunctions of vehicles) and two independent variables (number of centers for technical inspections of vehicles and number of vehicles registered by police jurisdictions) was performed. The aim of this work was to determine the influence of a part of the dependent variable’s variance that was explained by the variance of independent variables. The research results showed that the total number of technical inspections in relation to the number of registered vehicles in the selected area included a much larger part of the dependent variable’s variance, which referred to the total number of accidents caused by vehicles’ technical inspections. The results also showed a negative correlation value, i.e., that a larger number of technical inspections in relation to the number of registered vehicles did not have a positive impact on the increase in the number of accidents and consequences where the cause was technical malfunction, as well as that the number of centers and the number of registered vehicles had different influences on the occurrence of accidents and their consequences.

The security of civil aviation represents one of the most important aspects of modern global transportation. The increasing number of flights, the development of digital infrastructure, and the growing cyber threats create the need for new approaches to protecting passengers, personnel, and aviation systems. In this context, information technology (IT) plays a crucial role in improving all aspects of security - from physical and operational to communication and cybersecurity. This paper aims to analyze the significance and application of information technologies within the civil aviation security system, with a special focus on the implementation at Belgrade Nikola Tesla Airport. Through methods of analysis, comparison, and case study, the research examines how modern IT systems contribute to incident prevention, faster communication, process automation, and the reduction of human error risks. The results show that the integration of information technologies significantly increases the efficiency and reliability of security systems, while at the same time requiring continuous technological advancement and staff training. It is concluded that information technologies are not merely a technical tool but a strategic resource that ensures the sustainable development and safety of modern civil aviation.