Browsing by Author "Shabani, Gezim"

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MEASURING THE PERCEPTION OF QUALITY MANAGEMENT PRIMARY HEALTHCARE SERVICES THROUGH SERVQUAL MODEL
(AAB College, 2025-07-17) Rexhepi, Ilir; Shabani, Gezim; Ismajli, Naim
The quality of healthcare is more difficult to identify than other services because it is the clients themselves and their quality of life that gets evaluated (Eiriz & Figueiredu, 2005). The main aim of this study is to investigate people’s perceptions and expectations regarding the quality of services in primary health care (PHC) in Kosovo. A national level survey provides baseline findings intuitively understandable to policymakers on the expectations — perceptions of the quality of services at the PHC level and identifying the quality gap between the expectations and perceptions in all dimensions of different facilities. This comparative test will show the differences between the level of quality services provided by each PHC provider in Kosovo. This research seeks to improve the access and the quality of the priority services at PHC, including maternal and child health (MCH) and non-communicable disease (NCD). This research showed that at the national level the patients have higher expectations toward PHC services. Whereas, in specific, this study showed that there is a significant gap in expected and perceived services of the PHC system between different ethnic patients and different levels of citizen education. Therefore, the result of this study will contribute to enhancing the sustainability of the mandatory health insurance reform and raise the alarm of relevant institutions to reshape the policy-making in order to improve the population health outcome.
The Impact of Conflict Management Styles on Organizational Performance: A Comparative Analysis
(AAB College, 2025-07-16) Shabani, Gezim; Behluli, Arbëresha; Qerimi, Fidan
Objectives: This study aims to identify the styles of conflict management in public and private enterprises in Kosovo, measure their impacts on organizational performance, and thus fill the gap that exists between the applied style and the one that has the most impact on performance. Methods: The study used the quantitative method to answer the research questions. The study participants included 100 public and 100 private sector managers. Findings: In the private sector, the most commonly used style is compromise, while the avoidance style is the least adopted. In the public sector, managers use the dominating style for conflict management while using the obliging style the least. According to the OLS model, the obligating style explains organizational performance in the private sector, while organizational performance is explained more by the compromising style in the public sector. Novelty/improvement: This research contributes to an in-depth understanding of the association of organizational performance with conflict management styles in the private and public sectors of Kosovo. It shows through a comparative approach that organizational performance improves drastically by selecting the appropriate style of conflict management.
THE IMPACT OF THE COVID 19 PANDEMIC ON HOUSEHOLD INCOME, CONSUMPTION, AND SAV ING
(AAB College, 2025-07-18) Tafa, Saranda; Bajrami, Roberta; Shabani, Gezim; Gashi, Adelina
The primary factors that were initially assumed to contribute to a decline in household income were job losses, which affect the decrease in consumption (Organisation for Economic Co-operation and Development [OECD], 2020; Doerr & Gambacorta, 2020). Kosovo’s government has taken measures of social distancing, having a major impact on households such as the impact of dismissal due to the closure of businesses indefinitely. This regime is continuing from the different waves of COVID-19 variants and the family income as it goes and decreases. Therefore, the purpose of this study is to measure the impact of the COVID-19 pandemic on household income including household consumption and savings for the years 2020–2021. The study uses a quantitative research method, thus, for primary data collection, the online questionnaire is used. The latent variable in this paper is the COVID-19 pandemic, while the factors that determine the latent variable are: savings, job loss, family income before the pandemic, and consumption expenditures. The study concludes that COVID-19 has a negative and significant impact on family income, saving, job loss, and consumption expenditures. The results from the structural equation modeling (SEM) are significant and the likelihood ratio (LR) test is 47.46. These findings and those of Martin, Hallegatte, and Walsh (2020), Dossche, Kolndrekaj, and Slacalek (2021), and Bundervoet, Davalos, and Garcia (2021) are consistent.