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Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the ability to deliver services continually with sustainable high quality, and the ability to manage and maintain customer satisfaction and loyalty. The authors scrutinized sustainable quality from an e-services perspective.

Based on interview data, a theoretical model is developed. The model is examined empirically using exploratory factor analysis and structural equation modeling. As a sample, the authors chose one bank, with internal, e-services customers as a unit of analysis.

Results support a sustainable e-service quality model, confirming that it captures the effect of the internal domain (i.e. quality management system, business/ICT alignment, ICT capabilities, ICT service climate, and e-service quality), and predicts the external domain (satisfaction and loyalty).

This study was conducted in one bank that is among the best in the country. This limitation implies a need for validation across varying contexts, markets, and countries.

Practitioners can deploy the model as a diagnostic tool for organizational root-cause analysis of reduced performance and decreased customer satisfaction. The model answers a question regarding unfulfilled expectations of many companies that implement quality management systems: Why did the system fail to improve organizational performance or service quality?

The result of this research is a sustainable e-service quality model. The model highlights relationships among factors, and provides a research foundation for elaboration in other contexts.

Introduction: This study presents defining and analysis of the results of people infected with COVID-19. The main goal of this chapter is to extract and present an overview of COVID-19 pandemic infection; wherewith extracted dataset, we analyse confirmed, deaths and recovery cases.

Aim: This chapter tries to analyse the differences between Balkan states according to affected cases with COVID-19. To achieve our goal, we used a reported dataset from World Health Organization (WHO). The methodology used in this chapter is quantitative by measuring the data and comparing these data. Results show compared cases between countries in Balkan.

Results: The data are analysed using SPSS software. The analysed data show that there exist very important differences between states regarding all cases that are either positive or deaths of recovered. All the data are collected from WHO databases in the CSV file where the number of cases in our dataset is 2,762 rows which include Balkan countries.

Conclusion: All these cases are taken in the period January–December 2020. These contain a total of 10 cases from Balkan countries. In this way, the number of infected, confirmed and death cases is shown in that region.

Originality/value: This chapter contributes to defining and analysing the epidemiology of all states which are part of Balkan territory. As we know, COVID-19 has its impact in different forms but the greatest consequences in these places are tremendous. According to WHO reports, we see three statements of cases which are cured, died and infected up until now. The most powerful states in the world have passed this period of infection in different forms successfully, but some of them, such as in the Balkan region, have failed by having numerous deaths and this had an impact on the economy, free movement of people and so on.