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master's thesis
VREDNOVANJE ZADOVOLJSTVA KORISNIKA
Diplomski rad
2022. urn:nbn:hr:145:713184
Klen, Marija
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

Cite this document

Klen, M. (2022). VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:713184

Klen, Marija. "VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:145:713184

Klen, Marija. "VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2022. https://urn.nsk.hr/urn:nbn:hr:145:713184

Klen, M. (2022). 'VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 07 April 2025, https://urn.nsk.hr/urn:nbn:hr:145:713184

Klen M. VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2022 [cited 2025 April 07] Available at: https://urn.nsk.hr/urn:nbn:hr:145:713184

M. Klen, "VREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad", Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:145:713184

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Metadata
TitleVREDNOVANJE ZADOVOLJSTVA KORISNIKA : Diplomski rad
Title (english)EVALUATING CUSTOMER SATISFACTION : Graduate paper
AuthorMarija Klen
MentorDrago Ružić (mentor)
Committee memberDavorin Turkalj (predsjednik povjerenstva)
Committee memberZdravko Tolušić (član povjerenstva)
Committee memberDrago Ružić (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2022-09-16, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Potrošače i njihovo ponašanje u današnjem vremenu je iznimno važno pratiti. Poduzeća trebaju provoditi kontinuirana istraživanja o potrošačevom zadovoljstvu kako bi izgradila bazu lojalnih potrošača koji usmenom predajom privlače sve potencijalne potrošače. U ovom radu prikazane su tematike sa teorijskog aspekta vezane primarno za ponašanje potrošača, njihovo zadovoljstvo te načine mjerenja i vrednovanja istog. Također, stavljen je naglasak na važnost provođenja istraživanja na temelju zadovoljstva potrošača i njegovo vrednovanje kako bi poduzeće bilo u mogućnosti modificirati svoju ponudi i prilagoditi se potrebama potrošača. Istraživanje u sklopu rada je provedeno u svrhu dobivanja informacija o zadovoljstvu potrošača Dm usluga u skladu s njihovim interesima i preferencijama. Cilj istraživanja je saznati potrošačeve preferencije prema Dm drogerijama/prodavaonicama, webshopu i aplikaciji Moj dm. Također je cilj ustanoviti potrošačeve kupovne navike i reakcije na pojedine kriterije unutar Dm ponude. Kriteriji koji su najviše zastupljeni su oni kriteriji na kojima je potrebno provoditi modifikacije i nadogradnju kako bi potrošačevo iskustvo bilo u obliku nadmašenih očekivanja.
Abstract (english)
Nowdays, it is extremely important to monitor consumers and their behavior. Companies should impement continuous research on consumer satisfaction in order to build a base of loyal consumers, who as well can attract all potential consumers through word of mouth. This paper presents topics from a theoretical aspect primarily related to consumer behavior, their satisfaction, and the way of measuring and evaluating it. Also, it is highlighted how important it's to conduct research based on consumer satisfaction and it's evaluation so that the company is able to modify it's offer and adapt to consumer needs. Research as part of this graduation thesis was carried out in order to obtain information about the satisfaction of consumers of Dm services in accordance with their interests and preferences. The aim of the research was to find out the consumer's preferences towards Dm drugstores/stores, webshop and „Moj Dm“ application. The goal is also to establish the consumer's buying habits and reactions to certain criteria within the Dm offer. The criteria that are most represented among others, are those that require modifications and upgrades in order for the consumer's experience to exceed expectations.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:713184
Study programmeTitle: Marketing
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2023-05-18 08:56:16