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master's thesis
ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA
Diplomski rad
2023. urn:nbn:hr:145:755250
Đelatović, Anamaria
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek

Cite this document

Đelatović, A. (2023). ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : 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:145:755250

Đelatović, Anamaria. "ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2023. https://urn.nsk.hr/urn:nbn:hr:145:755250

Đelatović, Anamaria. "ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2023. https://urn.nsk.hr/urn:nbn:hr:145:755250

Đelatović, A. (2023). 'ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 14 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:755250

Đelatović A. ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2023 [cited 2024 November 14] Available at: https://urn.nsk.hr/urn:nbn:hr:145:755250

A. Đelatović, "ULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad", Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, Osijek, 2023. Available at: https://urn.nsk.hr/urn:nbn:hr:145:755250

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Metadata
TitleULOGA DOSTAVE POSLJEDNJE MILJE U DIZAJNU OPSKRBNOG LANCA I ZADOVOLJSTVU KUPACA : Diplomski rad
Title (english)THE ROLE OF LAST-MILE DELIVERY IN SUPPLY CHAIN DESIGN AND CUSTOMER SATISFACTION : Graduate paper
AuthorAnamaria Đelatović
MentorJelena Franjković (mentor)
Committee memberAna Pap Vorkapić (predsjednik povjerenstva)
Committee memberJelena Franjković (član povjerenstva)
Committee memberDario Šebalj (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Osijek
Defense date and country2023-09-26, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Suvremeni potrošači nisu spremni čekati, osjetljivi su i zahtjevniji te traže različite mogućnosti kupovine i dostave. Opskrbni lanci gospodarskih subjekata na različite načine nastoje zadovoljiti kupce i pružiti im zadovoljavajuću razinu usluge. Prilikom razmatranja o dizajnu opskrbnog lanca, gospodarski subjekti najčešće se susreću s pitanjem odabira alternativnih kanala distribucije u smislu organizacija kroz koje prolazi roba (proizvodi, teret) na svom putu do kupca. Jedan od načina, koji je sve prisutniji jest dostava posljednje milje. Dostava posljednje milje predstavlja završni, odnosno korak u distribuciji robe (proizvoda, tereta) od transportnog terminala do krajnjeg korisnika (kupca) u kojemu se organizacije susreću s potrošačem i imaju priliku utjecati na njegovo zadovoljstvo. Dostava posljednje milje u logistici predstavlja jedan od najkraćih i najskupljih koraka za gospodarske subjekte jer može utjecati na od 20% do 50% ukupnih troškova prijevoza. Stoga je svrha dostave posljednje milje savladati vrijeme i prostor uz što niže troškove. Cilj rada je odgovoriti na pitanje kakva je uloga dostave posljednje milje na dizajn opskrbnog lanca s jedne strane, a kako utječe na zadovoljstvo kupaca s druge strane. Istraživanje se provodi primarnim istraživanjem zadovoljstva kupaca. Istraživanjem zadovoljstva kupaca želi se otkriti koji su čimbenici prilikom dostave važni suvremenim potrošačima te kako gospodarski subjekti mogu poboljšati, odnosno prilagoditi dostavu istima.
Abstract (english)
Today’s consumers are impatient; they are not ready to wait, they are sensitive and more demanding, so they are looking for different shopping and delivery options. Supply chains of economic operatives try to satisfy customers in different ways and provide them with a satisfactory level of service. When considering the design of the supply chain, business operatives most often face the question of choosing alternative distribution channels in terms of organizations through which goods (products, cargo) pass on their way to the customer. One of the options, which is more and more present, is last-mile delivery. Last-mile delivery represents the final step, i.e., the distribution of goods (products, cargo) from the transport terminal to the end user (customer) where organizations meet the consumer and have the opportunity to influence his satisfaction. Last-mile delivery in logistics is one of the shortest and most expensive steps for business operatives, as it can affect from 20% to 50% of the total cost of transportation. Therefore, the purpose of last-mile delivery is to overcome time and space at lower costs. The aim of this work is to answer the question of what the role of last-mile delivery in the design of the supply chain is, and how does it affect customer satisfaction. The research is conducted through primary customer satisfaction survey. Customer satisfaction research aims to determine which factors in the delivery process are key to modern consumers and how business operatives can adjust to them or improve delivery overall.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:755250
Study programmeTitle: Business economy; specializations in: Trade and logistics, Management, Logistic management , Business informatics
Course: Logistic management
Study programme type: university
Study level: graduate
Academic / professional title: sveučilišni magistar / magistra ekonomije (sveučilišni magistar / magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2023-12-18 10:41:44