"Scientific research" Almanac

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  BENEFITS FOR TOURISM ENTERPRISES FROM THEIR ISO 9001 CERTIFICATION

  Globalization and free movement of goods and services put new opportunities for Bulgarian businesses to achieve a competitive advantage based on quality. The study of this problem in the economic practice is especially relevant, considering the predominance of the service sector in the national economy and the complexity of maintaining a ... Globalization and free movement of goods and services put new opportunities for Bulgarian businesses to achieve a competitive advantage based on quality. The study of this problem in the economic practice is especially relevant, considering the predominance of the service sector in the national economy and the complexity of maintaining a consistent quality of services. The main objective of the present study is to highlight the key benefits of the business standard and the relative advantages it can bring to tourism businesses, based on a retrospective and situational analysis of ISO 9001 certification. In order to achieve this goal, the following research tasks are solved: study of the distribution of ISO 9001 standard by economic sectors; analysis of the benefits from introduction of the standard for Bulgarian enterprises; presentation of the main tools for ensuring the quality of tourist services; exploiting the potential benefits of ISO 9001 certification for tourism business. The results of the study show that ISO 9001 is the most common among ISO certification standards; it is a clearly recognizable sign of quality among businesses; it is adapted for every business; brings real benefits to organizations; can be applied in the tourism business. The results obtained from the study prove the author's thesis that certification under the most common international standard provides a number of business benefits that can also be used in the tourism business.

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  TRENDS AND CHALLENGES TO MOTOR INSURANCE IN THE CONDITIONS OF DYNAMIC ECONOMIC DEVELOPMENT

  The present study focuses on the results of a survey on car insurance in Bulgaria carried out in 2018, under project No.6-2018 at the Institute for Scientific Research. The main objective of the survey is to outline the state of the motor insurance market in Bulgaria after the adoption of the Insurance Code. Emphasis is placed on the state and ... The present study focuses on the results of a survey on car insurance in Bulgaria carried out in 2018, under project No.6-2018 at the Institute for Scientific Research. The main objective of the survey is to outline the state of the motor insurance market in Bulgaria after the adoption of the Insurance Code. Emphasis is placed on the state and development of premium income and insurance benefits. The thesis is that motor insurance is a decisive factor for the formation of premium income and the development of insurance companies. The thesis has been proven by solving the following important tasks: - outlinå the state and trends in the development of the insurance market for the period 2005-2017; - outline the state and trends in the development of motor insurance for the period 2005-2017; - outline the relationship between the automotive sector and the motor insurance performance indicators for the period 2005-2017. Based on the study, the following important results were achieved: the rate of growth of premium income and insurance payments on the insurance market lagged behind that of the motor insurance. The pace of development of Casco insurance outpaced the pace of developing Motor Third Party Liability insurance. Proposals were formulated to solve the problems in the research findings. Within the survey period, the average insurance premium on motor insurance was on the increase, as well as the scope of motor insurance.

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  MEASURING CONSUMER SATISFACTION WITH THE OMNI-CHANNEL EXPERIENCE

  Most consumer brands today are available in both physical and online stores, and marketing specialists are constantly seeking new ways to contact and engage their customers. More and more companies are trying to adapt to the digital world and create multiple channels to satisfy consumers' requirements for an optimal buying experience. These ... Most consumer brands today are available in both physical and online stores, and marketing specialists are constantly seeking new ways to contact and engage their customers. More and more companies are trying to adapt to the digital world and create multiple channels to satisfy consumers' requirements for an optimal buying experience. These channels include physical stores, websites, mobile apps, social media and more. The present study presents the results of an empirical study aimed at offering measurement models of consumer satisfaction with and expectation of the omni-channel customer experience. The study has also sought an answer to the question: how much the expectations of the different aspects of omni-channel experience affect the degree of customer satisfaction. The research tasks can be summarized as follows: (1) analysis of scientific literature in the field of omni-channel marketing, customer experience and satisfaction in an omni-channel setting; (2) collection and analysis of data about customer’s expectations and satisfaction with their experience in an omni-channel buying environment, as well as validation of their measurement models and a structural model of their relationship. The partial least squares method has been used in order to test the measurement and structural models. It has been found that customers are satisfied with their omni-channel experience if companies: offer them relevant offers, synchronize their promotions across channels, offer the "Click & Collect" option, integrate data on user devices and enhance the return options for products purchased through different channels. The results also show that only the expectations for integrating data from different devices used by consumers to contact the brand have a small effect on the level of consumer satisfaction