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master's thesis
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Strategies in service companies with cases of dissatisfaction services
Anamarija Perković (2016)
University of Pula
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Perković, A. (2016). Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga (Master's thesis). Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:438177

Perković, Anamarija. "Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:438177

Perković, Anamarija. "Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga." Master's thesis, University of Pula, 2016. https://urn.nsk.hr/urn:nbn:hr:137:438177

Perković, A. (2016). 'Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga', Master's thesis, University of Pula, accessed 23 February 2019, https://urn.nsk.hr/urn:nbn:hr:137:438177

Perković A. Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga [Master's thesis]. Pula: University of Pula; 2016 [cited 2019 February 23] Available at: https://urn.nsk.hr/urn:nbn:hr:137:438177

A. Perković, "Strategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga", Master's thesis, University of Pula, Pula, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:137:438177

Metadata
TitleStrategije uslužnog poduzeća u situacijama nezadovoljstva korisnika usluga
AuthorAnamarija 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.
Keywordsuser services service company satisfaction
Parallel title (English)Strategies in service companies with cases of dissatisfaction services
Committee MembersAriana Nefat (committee chairperson)
Lenko Uravić (committee member)
Dražen Alerić (committee member)
GranterUniversity of Pula
PlacePula
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeuniversity
Study levelgraduate
Study programmeBusiness Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Study specializationMarketing Management
Academic title abbreviationmag.oec.
Genremaster's thesis
Language Croatian
Defense date2016-09-26
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 typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
NoteSažetak preuzet iz zaključka
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:137:438177