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undergraduate thesis
Mjerenje zadovoljstva korisnika usluga
2019. urn:nbn:hr:145:998401
Grgić, Božidar
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

Cite this document

Grgić, B. (2019). Mjerenje zadovoljstva korisnika usluga (Undergraduate thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:998401

Grgić, Božidar. "Mjerenje zadovoljstva korisnika usluga." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:998401

Grgić, Božidar. "Mjerenje zadovoljstva korisnika usluga." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:998401

Grgić, B. (2019). 'Mjerenje zadovoljstva korisnika usluga', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 21 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:998401

Grgić B. Mjerenje zadovoljstva korisnika usluga [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2019 [cited 2024 November 21] Available at: https://urn.nsk.hr/urn:nbn:hr:145:998401

B. Grgić, "Mjerenje zadovoljstva korisnika usluga", Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:145:998401

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Metadata
TitleMjerenje zadovoljstva korisnika usluga
Title (english)Measurement of service beneficiaries
AuthorBožidar Grgić
MentorIvan Kelić (mentor)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2019-06-17, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Budući da je jedna od glavnih karakteristika usluga neopipljivost, kupci ne mogu znati unaprijed kako će izgledati ishod. Bitno je stoga mjeriti zadovoljstvo uslugama, kako bi se stvorila nekakva referenca koja bi mogla uslugu učiniti opipljivom. Ovim se radom nastoji ukazati da je zadovoljstvo korištenjem usluga, usko povezano s vrijednošću i kvalitetom same usluge. Kupci imaju svoja očekivanja i što je izvedba bliža njihovim očekivanjima, oni su zadovoljniji. Zadovoljan korisnik najbolji je oglas za druge korisnike.
Abstract (english)
Since one of the main characteristics of the service is intangibility, the customers do not know in advance what the outcome will be like. Therefore, it is essential to measure service satisfaction in order to create a reference that could make the service tangible. In this paper, the aim is to show that satisfaction with service usage is closely related to the value and quality of the service itself. The customers have their own expectations and the closer the performance is to their expectations, the more satisfied they are. A satisfied user is the best advertisement to other users.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:998401
Study programmeTitle: Marketing
Study programme type: university
Study level: undergraduate
Academic / professional title: sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (sveučilišni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2019-09-26 16:43:53