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master's thesis
Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.
2019. urn:nbn:hr:137:276509
Brumnjak, Daniela
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

Cite this document

Brumnjak, D. (2019). Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o. (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:276509

Brumnjak, Daniela. "Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:276509

Brumnjak, Daniela. "Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:276509

Brumnjak, D. (2019). 'Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.', Master's thesis, University of Pula, accessed 18 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:276509

Brumnjak D. Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o. [Master's thesis]. Pula: University of Pula; 2019 [cited 2024 April 18] Available at: https://urn.nsk.hr/urn:nbn:hr:137:276509

D. Brumnjak, "Obilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.", Master's thesis, University of Pula, Pula, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:137:276509

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Metadata
TitleObilježja kvalitete usluge i zadovoljstvo korisnika u poduzeću Dm-drogerie markt d.o.o.
Title (english)Characteristics of service quality and customer satisfaction in the company Dm-drogerie markt d.o.o.
AuthorDaniela Brumnjak
MentorAriana Nefat (mentor)
Committee memberDanijela Križman Pavlović (predsjednik povjerenstva)
Committee memberAriana Nefat (član povjerenstva)
Committee memberErik Ružić (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2019-06-26, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Uslužna su poduzeća na današnjem tržištu suočena sa velikom konkurencijom. Stoga je primarni cilj svakog poduzeća pružiti uslugu vrhunske kvalitete. Pomoću marketinških aktivnosti, poduzeća ostvaruju konkurentnost na tržištu te privlače nove i zadržavaju postojeće korisnike poduzeća. U suvremenim uvjetima poslovanja kvaliteta je jedan od važnih preduvjeta opstanka i razvoja svakog poduzeća te se za nju može reći da je proces sa zajedničkim ciljem koji se očituje u pronalaženju, dijeljenju, korištenju i pohranjivanju ključnih znanja koja se primjenjuju u procesu kontinuiranog unapređenja i poboljšanja poslovanja. Predmet istraživanja ovoga rada odnosi se na analizu obilježja kvalitete usluga. Praktični dio analiziran je na primjeru poduzeća dm-drogerie markt d.o.o. Istraživanjem se žele potvrditi dosadašnja istraživanja o važnosti kvalitete usluga. Ovo istraživanje moglo bi poslužiti u obliku praktičnog polazišta i za druga istraživanja u području kvalitete usluga.
Abstract (english)
Service companies in today's market are faced with great competition. Therefore, the primary objective of each company is to provide the highest quality service. With marketing activities, businesses gain market competitiveness and attract new and retain existing business users. In contemporary quality of business, quality is one of the important prerequisites for survival and development of each enterprise and can be said to be a process with a common goal that is reflected in finding, sharing, using and storing key knowledge that is applied in the process of continuous improvement and business improvement. The paper deals with the analysis of the characteristics of service quality. The practical part was analyzed on the example of dmdrogerie markt d.o.o. The research is looking to confirm previous research on the importance of quality of service. This research could serve as a practical starting point for other quality service research.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:276509
Study programmeTitle: Business Economics; Financial Management, Marketing Management, Management and Entrepreneurship,Tourism, Business Informatics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics, Informatics Management
Course: Marketing Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra poslovne ekonomije (magistar/magistra poslovne ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2020-12-07 11:56:33