Abstract The concept of quality management in the public sector is nowadays more popular than ever before. Since it forms in the fields of public interest, public companies, institutions and organizations are crucially important for the development and the functioning of any social and modern society. Therefore, those organisations are expected to perform transparent, efficient, democratic and socially righteous work with the goal of maintaining and improving the quality of a nation’s economic life. In Bosnia and Herzegovina, the public sector is specific and additionally complicated by a complex political system, legal procedures and the constitutional structure and as such, it is often very ineffective. The main purpose of the implementation of ISO 9001 is to introduce a system of quality management and improve the quality of public services as well as to ensure customer satisfaction. Therefore, the goal of this paper is to present the concept of customer satisfaction and selected statistical methods in quality management, and to apply a part of these methods through secondary research and analysis of published reports about customer satisfaction with services of the public sector in Bosnia and Herzegovina. Results of the study have confirmed greater user satisfaction with service in the public sector in units of local self-government with an implemented ISO 9001 standard implemented ISO 9001 standard than in units in which the standard has not been implemented.

The surface of textile materials is highly textured, commonly in non-uniform ways. Because of this texture effect, textile surface appears rougher and more porous than other printing substrates, which can cause excessive ink penetration during printing process. Next, washing process is very important factor because it influences ink characteristics on printed samples as well as structural changes of the textile substrate. The aim of this paper is to determine the influences of washing process and different mesh tread count used for printing on print quality. This will be obtained by using spectrophotometric analysis, and GLCM image processing method for print mottle estimation. The results of this research show that increasing number of washing processes leads to higher color differences reproduction color in comparison to printed materials before washing. It also shows that textile surface texture has a great influence on print mottle as well as that number of washing treatment series can generate variations of solid-tone print uniformity.

The aims of this study were to assess the factor structure of a new instrument for the measurement of intrinsic, extraneous and germane cognitive load in a Bosnian sample, to determine the internal consistency of this instrument and to determine whether the instrument predicts learning outcomes. The participants were 75 undergraduate students from the Department of Psychology, University of Sarajevo. Data was collected using the Questionnaire for the Measurement of Intrinsic, Extraneous and Germane Load developed by Leppink, Pass, Van der Vleuten, Van Gog & Van Merrienboer [15] and a Brief Test of Knowledge developed for the purpose of the present study. Results of a confirmatory factor analysis support a three-dimensional model, with the item loadings in the expected manner. The factor structure obtained in our study is consistent with the factor structure reported by Leppink et al. [15]. In addition, the scale items showed good internal consistencies. The results obtained in our study suggest that low intrinsic in combination with high germane scores contribute to learning outcome. High complexity of learning material in combination with not well-organized prerequisite knowledge causes lower investment of germane cognitive resources, i.e. learning process, and consequently lower learning outcome. Overall, despite a relatively small sample size, the results of our study show a clear three-factor structure that corresponded to intrinsic, extraneous and germane cognitive load. The questionnaire could be an important instrument for research practice in domain of CLT. Moreover, the instrument has significant practical value. Educational practitioner can use the instrument in researching and planning their teaching to maximise learning.