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undergraduate thesis
Istraživanje kvalitete usluge kroz tehniku lažnih kupaca
Završni rad
2019. urn:nbn:hr:145:760322
Mazur, Mihaela
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Chair of Marketing

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Mazur, M. (2019). Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad (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:145:760322

Mazur, Mihaela. "Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:760322

Mazur, Mihaela. "Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad." Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:760322

Mazur, M. (2019). 'Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad', Undergraduate thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 10 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:760322

Mazur M. Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad [Undergraduate thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2019 [cited 2024 November 10] Available at: https://urn.nsk.hr/urn:nbn:hr:145:760322

M. Mazur, "Istraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad", 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:145:760322

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Metadata
TitleIstraživanje kvalitete usluge kroz tehniku lažnih kupaca : Završni rad
Title (english)Service quality research through mystery shopping technique : Final work
AuthorMihaela Mazur
MentorIvan Kelić (mentor)
Committee memberIvan Kelić (predsjednik povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
(Chair of Marketing)
Osijek
Defense date and country2019-07-12, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
U današnje vrijeme, okruženje karakterizira visoka konkurentnost, neizvjesnost i turbulentnost, zbog čega se poduzeća nastoje diferencirati u odnosu na konkurenciju. Upravo iz tog razloga mnoga poduzeća nastoje istražiti cijene i kvalitetu proizvoda ili usluga svojih konkurenata. Osim navedenog, istraživanjem konkurencije nastoji se uvidjeti na koji način se njihovi zaposlenici ophode prema kupcima, čije zadovoljstvo je ipak izuzetno važno. Istraživanje tržišta je opširan pojam te se poduzeća koriste raznovrsnim metodama kako bi uvidjeli na koji način funkcionira tržište, odnosno konkurencija. Jedan od načina istraživanja konkurencije je tehnika lažnih kupaca ili tzv. mystery shopping. To je tehnika koja podrazumijeva angažiranje educiranih lažnih kupaca koji se pretvaraju da su potencijalni kupci proizvoda ili usluga te na taj način uočavaju sve prednosti i nedostatke konkurencije, što olakšava poduzeću koje je koristilo navedenu tehniku, da se diferencira u odnosu na konkurenciju, te da, samim time, poboljša i unaprijedi svoje poslovanje. Fokus ovog završnog rada je na istraživanju kvalitete usluga kroz tehniku lažnih kupaca, što će se objasniti kroz teoriju i praktični primjer.
Abstract (english)
Today, the environment is characterized by high competitiveness, uncertainty and turbulence, what is the reason why companies are striving to differentiate in relation to competition. That is why many companies are trying to explore prices and quality of competitions products or services. In addition to this, competition research seeks to find out the way of employees behavior to customers, whose satisfaction is extremely important. Market research is a comprehensive term and companies use a variety of methods to see how competition works. One of the ways of researching is mystery shopping technique. This is a technique that implies engaging educated mystery shoppers, who tum out to be potential customers of products or services and who realize all the advantages and disadvantages of the competition, which makes it easier for the company to differentiate in relation to competition, and to improves its business. The focus of this final work is service quality research through mystery shopping technique, which will be explained through theory and practical example.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:760322
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 originReformatted digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2021-05-14 11:07:32