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master's thesis
Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula
2019. urn:nbn:hr:137:061376
Kovačević, Nataša
University of Pula
Faculty of economics and tourism "Dr. Mijo Mirković"

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Kovačević, N. (2019). Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:061376

Kovačević, Nataša. "Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:061376

Kovačević, Nataša. "Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:061376

Kovačević, N. (2019). 'Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula', Master's thesis, University of Pula, accessed 28 November 2024, https://urn.nsk.hr/urn:nbn:hr:137:061376

Kovačević N. Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula [Master's thesis]. Pula: University of Pula; 2019 [cited 2024 November 28] Available at: https://urn.nsk.hr/urn:nbn:hr:137:061376

N. Kovačević, "Važnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula", Master's thesis, University of Pula, Pula, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:137:061376

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Metadata
TitleVažnost istraživanja zadovoljstva korisnika usluga na primjeru Zračne luke Pula
Title (english)Importance of exploring customer service satisfaction on the example of Pula Airport
AuthorNataša Kovačević
MentorDragan Benazić (mentor)
Committee memberErik Ružić (predsjednik povjerenstva)
Committee memberDragan Benazić (član povjerenstva)
Committee memberAriana Nefat (član povjerenstva)
GranterUniversity of Pula
(Faculty of economics and tourism "Dr. Mijo Mirković")
Pula
Defense date and country2019-03-27, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
U današnje vrijeme visoke zahtjevnosti i raznolikih potreba potrošača veoma je važno redovito vršiti ispitivanja o zadovoljstvu te na temelju njih pokušati prilagoditi ponudu korisnicima. Trenutno se poduzeća nalaze u zahtjevnom vremenu za zadovoljavanje potreba korisnika uzimajući u obzir brzinu kojom se stvaraju novi trendovi u globaliziranom svijetu. Poduzeća provode razna ispitivanja korisnika ne bi li u svojoj blizini održala zadovoljne korisnike. Ukoliko poduzeće želi održati zadovoljstvo korisnika na poželjnoj razini, trebalo bi s vremena na vrijeme provesti istraživanje o zadovoljstvu korisnika. Istraživanje o zadovoljstvu korisnika poduzeće može provesti na različite načine, no najčešće korišteni alat u tu svrhu su anketni upitnici. Provođenje istraživanja zadovoljstva korisnika omogućava Zračnoj luci Pula da poboljšava kvalitetu svojih usluga ili čak uvodi nove usluge s kojima neće stagnirati već napredovati u odnosu očekivanja korisnika i stvarnog učinka za korisnika.
Abstract (english)
High customer demands and diverse consumer needs make it important to conduct satisfaction surveys on a regular basis in today`s business. Trying to tailor the offer to customers on the basis of satisfaction survey results is as much as it is important as the conduction of satisfaction surveys. Nowadays, companies are operating in a demanding time as far as meeting customer needs goes, especially by taking into account the speed with which new trends are created in the globalized world. Businesses conduct various customer surveys to keep satisfied customers close to the company and what it stands for. If a company wants to maintain customer satisfaction at a desirable level, it should conduct a customer satisfaction survey from time to time. An enterprise satisfaction survey can be conducted in a variety of ways, but the most commonly used tool for this purpose is questionnaires. Performing Customer Satisfaction Surveys allows Pula Airport to improve the quality of its services or even introduce new services that will translate to a non-stagnant but improved customer satisfaction to customer expectations ratio.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:061376
Study programmeTitle: Business Economics; specializations in: Financial Management, Marketing Management, Management and Entrepreneurship, Tourism and Development, Business Informatics
Course: Marketing Management
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2019-05-19 18:02:25