Purpose: The purpose of this study is to examine the components of the utilitarian and hedonistic dimensions of the quality of mobile banking services, their impact on customer satisfaction, as well as the effects of satisfaction on word of mouth (WOM) and intention to use. Design/methodology/approach: The analysis includes 307 mobile banking users in the Republic of Serbia. Reliability analysis, confirmatory factor analysis, structural equation modelling and multigroup analysis are applied in the paper. Findings: The results show that security/privacy, perceived usefulness, perceived ease of use, design and enjoyment are important drivers of customer satisfaction, and that satisfaction has very strong effects on WOM and intention to use. In addition, there are apparent differences in the relationships between the two groups of respondents observed: innovators and followers. Originality/value: The originality of the paper lies in the innovative model that includes a combination of the TAM model and the utilitarian/hedonistic dimension of the quality of mobile banking services. An element of the study which is of particular value is its segmentation of customers into innovators and followers – dividing respondents into two groups depending on whether they are among the first people in their environment to start using mobile banking services.

Purpose: The aim of this paper is to determine the differences in students' attitudes related to online and traditional teaching, then to determine the level of student satisfaction with online teaching, factors affecting it as well as to examine the problems students most often face during online teaching.Design/methodology/approach: The survey method is used to collect primary data. In the empirical research participate 312 students on the territory of the Republic of Serbia who used e-learning during the Covid-19 pandemic. Descriptive statistical analysis, paired samples t-test, reliability analysis, confirmatory factor analysis and structural equations modeling are applied in the paper.Findings: Research has shown that students are generally more satisfied with traditional than online teaching. Then, the analysis shows that professors' activities and the quality of e-learning have ? Significant positive effects on student satisfaction with online teaching, as well as on student motivation, then perceived usefulness has a positive impact on motivation and intention to use e-learning and student motivation has statistically significant effects on satisfaction with online teaching. The biggest shortcomings of online teaching are: monotonous teaching, lack of interaction with professors, lack of interaction with other students as well as lack of socialization.Originality/value: Although a large number of studies have studied e-learning and student satisfaction, this paper has studied e-learning in the specific conditions of the Covid-19 pandemic. Of particular value to this paper is the comparison of student satisfaction with online teaching during the pandemic and student satisfaction with traditional teaching.

Background: In order to prevent the spread of the Covid-19 virus, a temporary interruption of teaching and educational activities in classrooms occurred. Most schools and faculties were forced to switch from traditional to online teaching. Purpose: This research aims to examine the key factors influencing students' intention to use e-learning, as well as predictors of student satisfaction with online teaching during the Covid-19 pandemic. Study design/methodology/approach: The analysis includes 312 students on the territory of the Republic of Serbia who use e-learning. Reliability analysis, confirmatory factor analysis and structural equations modeling are applied in the paper. Findings/conclusions: It is found that course design significantly affects perceived usefulness, perceived ease of use and quality of e-learning, and perceived usefulness and quality of e-learning are the main drivers of student satisfaction. Then, perceived usefulness, perceived ease of use and satisfaction with online teaching are important predictors of the attitude towards the use of e-learning, and attitude is an important driver of the intention to use e-learning. The results of the research and the implications derived from them can be helpful to educational institutions in creating, introducing and implementing e-learning, as well as increasing student satisfaction with online teaching during the pandemic. Limitations/future research: The limitation of the research stems from the selection of the sample (students). In addition, the research was conducted on the territory of Serbia, so the results cannot be generalized. Third, the possible bias of the respondents in giving answers can lead to wrong conclusions. The recommendation for future research is to examine the attitudes of professors who use e-learning, in addition to students. Another recommendation is to do a segment analysis (by gender, year of study) in order to develop specific strategies for each segment. Another suggestion is to compare students' opinions on e-learning and traditional ways of learning.

Enterprise Resource Planning (ERP) is a system that allows managers to predict, plan, control, measure and analyze all resources within the business system. Such systems help companies improve their business, allowing them to create a single database for the realization of various business processes among different areas, such as production, finance, supply chain management, human resources, customer relationship management. Accordingly, the aim of this study is to test the relationship between the use of ERP and business process outcomes in tourism companies. Based on the DeLone and McLean (D&M) theoretical model, the paper identifies the key factors for the successful implementation of ERP systems in tourism companies. Research results show that ERP system quality, ERP information quality, ERP service quality, and external pressures positively influence the perceived usefulness and satisfaction of ERP system users. The organization factor, top management support, perceived usefulness and satisfaction of ERP system users have a positive effect on the outcomes of business processes.

The research focus on the analysis of interdependence of economic and ICT development results from the fact that, in recent decades, ICTs have become a dominant factor in generating socio-economic prosperity of countries. ICT expansion is a stimulus for economic growth, and vice versa. In order to empirically verify the observed interdependence, on the example of the selected 37 European countries, a two-stage statistical analysis was conducted, based on a combined application of cluster analysis and a oneway analysis of variance. Using specific data from 2017, the following was conducted: (a) formation of groups of countries by implementing cluster analysis based on the three structural components of the ICT Development Index; and (b) by applying the ANOVA method and using the values of GDP per capita, testing the validity of assumption regarding the existence of statistically significant differences, in terms of the achieved level of economic development between the formed groups of countries of different levels of ICT development. The obtained results suggest the extraction of three clusters of countries and the acceptance of the defined hypothesis. Serbia is classified within the cluster of medium ICT development level and is characterized by the value of GDP per capita that is significantly below the group average, which indicates the possibility and the need for improvement in the ICT field.

The development of a model to improve business processes in e-supply chains involves the use of a process approach to and a methodology for information systems development and includes the definition of the requirement, logical key process modeling with the defined information flow within the logical subsystem, logical data modeling, the logical network and data distribution modeling, and the logical interface modeling in order to meet different users' needs. In doing so, a variety of methods and techniques for the different development stages of management information systems are used, namely: the business process management, the business process performance management and the analytic hierarchy process as a method for multiple-criteria decision making. This paper analyzes business processes and different types of supply chains in the automotive industry, as the representative of complex systems. Based on the selected key business processes and key performance indicators of business processes, the analytic hierarchy process model is developed, followed by their optimization. The result is the management information system model intended to improve the key business processes in e-supply chains. The research results show that the performance improvement of business processes in e-supply chains, the application of the model to improve the key business processes and the application of Web-based information and communication solutions affect the efficiency and quality of e-supply chains.