Application of European Standards of Quality of Social Services in Social Protection in Focus on Human and Physical Capital

Asim Pandžić


The article analyzed to what extent applied European standards of quality of social services in relation to human and physical capacities in institutions of social protection system in Bosnia and Herzegovina. Presented is concept of the European social quality and European standards of quality of social services that include good management, good working conditions and good environment and investment in human capital and satisfaction of appropriate infrastructure of institutions of social protection. The methods used in the work are methods of content analysis of documents and test methods. The sample in the empirical part consisted of 133 respondents users of social protection system in Bosnia and Herzegovina. In order to collect data is constructed a special instrument in the form of survey questionnaires. For data analysis and testing hypothesis was used technique classification and statistical
analysis of data, using the statistical package SPSS. Based on the analysis of the empirical results, it has been concluded that the working and physical conditions in the institutions of the social protection
system of Bosnia and Herzegovina have not been sufficiently developed in relation to the European standards of quality of social services and that there is a need for their further improvement.


Social protection; social services; quality; European standards; institutions

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