This paper tries to highlight the importance of identifying dimensions of service quality and their impact on the satisfaction and loyalty of users of services provided by insurance companies in the Republic of Serbia. The focus of the study is on analyzing the key parameters of service quality and user satisfaction. The aim of the paper is to investigate the differences between expected and perceived characteristics of insurance services based on the Servqual model. The total sample in this research is 112 respondents. The specific objectives are the analysis of the differences in the ratings of the dimensions of the expected and observed attributes of the Servqual scale in relation to socio-demographic variables, such as gender, age and level of education. Based on the results of empirical research, it was concluded that all service quality parameters play a key role in user satisfaction. The results show that the five basic dimensions of Servqual – tangibility, reliability, accountability, security and empathy – have a significant and positive association with overall perceived service quality

This study provides a new perspective on trust in artificial intelligence (AI), examining people's attitudes toward trust in the use of AI systems in particular. The aim of this study is to examine attitudes and to know what are the advantages and disadvantages of artificial intelligence (AI). Also, in addition to the empirical part, this paper also deals with theoretical knowledge about artificial intelligence, which is the basis of the existing literature. For the purposes of this research, the authors created a survey based on secondary sources. The survey was conducted on the entire territory of Serbia. The subject of this work is the examination of the attitudes and knowledge of the inhabitants of Serbia about artificial intelligence as well as its technologies, which focuses on a deeper understanding of the perceptions and attitudes of the public in Serbia about artificial intelligence.