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PDF 1.02 MB
master's thesis
11
3
Strategies in service companies with cases of dissatisfaction services
Anamarija Perković (2016)
University of Pula
Cite this item:
https://urn.nsk.hr/urn:nbn:hr:137:438177
Metadata
Title
Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga
Author
Anamarija Perković
Mentor(s)
Lenko Uravić
(thesis advisor)
Abstract
Orijentacija na kupca ili korisnika usluga, briga o njegovom zadovoljstvu više se ne može zaobići želi li poduzeće uspjeti na tržištu. U današnje vrijeme kada je ponuda roba i usluga toliko velika i raznolika da bi poduzeće zadržalo svoje kupce i privuklo nove mora se posvetiti kvaliteti usluge. Isporukom kvalitetne usluge poduzeće će ostvariti zadovoljstvo kupca. Zadovoljan kupac je lojalan kupac, a to za tvrtku znači smanjenje troškova poslovanja i veću dobit za poduzeće. Zadovoljstvo korisnika vodi do ponovljene kupnje i iskazuje se lojalnošću korisnika. Uslužna poduzeća moraju prikupljati podatke o zadovoljstvu svojih korisnika kako bi mogle reagirati u pravo vrijeme na dobivene informacije te si tako osigurati daljnji rast zadovoljnih kupaca. Poduzeća koja su usredotočena na korisnika, korisnicima olakšavaju davanje prijedloga ili pritužbi.
Keywords
user services
service company
satisfaction
Parallel title (English)
Strategies in service companies with cases of dissatisfaction services
Committee Members
Ariana Nefat
(committee chairperson)
Lenko Uravić
(committee member)
Dražen Alerić
(committee member)
Granter
University of Pula
Place
Pula
State
Croatia
Scientific field, discipline, subdiscipline
SOCIAL SCIENCES
Economics
Marketing
Study programme type
university
Study level
graduate
Study programme
Business Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Study specialization
Marketing Management
Academic title abbreviation
mag.oec.
Genre
master's thesis
Language
Croatian
Defense date
2016-09-26
Parallel abstract (English)
Orientation to the customer or user services, cares about his satisfaction over can not be ignored if it wants to succeed in the enterprise market. At the present time the offer of goods and services so large and diverse that the company would retain their customers and attract new must be paid to the quality of service. Delivering quality service company to achieve customer satisfaction. A satisfied customer is a loyal customer, and that the company means to reduce operating costs and higher profits for the company. Customer satisfaction leads to repeat purchases and customer loyalty are measured. Utility companies must collect data on the satisfaction of its users to respond in real time to the information received, and you provide the further growth of satisfied customers. Companies that are focused on users, customers to make suggestions or complaints.
Parallel keywords (Croatian)
korisnik usluga
uslužno poduzeće
zadovoljstvo
Resource type
text
Access condition
Open access
Terms of use
Note
Sažetak preuzet iz zaključka
URN:NBN
https://urn.nsk.hr/urn:nbn:hr:137:438177
Committer
Tihana Gerić