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master's thesis
Vrednovanje zadovoljstva korisnika
Diplomski rad
Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics in Osijek, 2019. urn:nbn:hr:145:619314
Ronta, Matej
Josip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek

Institutional repository: EFOS REPOSITORY

Cite this document

Ronta, M. (2019). Vrednovanje zadovoljstva korisnika : Diplomski rad (Master's thesis). Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek. Retrieved from https://urn.nsk.hr/urn:nbn:hr:145:619314

Ronta, Matej. "Vrednovanje zadovoljstva korisnika : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:619314

Ronta, Matej. "Vrednovanje zadovoljstva korisnika : Diplomski rad." Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, 2019. https://urn.nsk.hr/urn:nbn:hr:145:619314

Ronta, M. (2019). 'Vrednovanje zadovoljstva korisnika : Diplomski rad', Master's thesis, Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek, accessed 03 November 2024, https://urn.nsk.hr/urn:nbn:hr:145:619314

Ronta M. Vrednovanje zadovoljstva korisnika : Diplomski rad [Master's thesis]. Osijek: Josip Juraj Strossmayer University of Osijek, Faculty of Economics and Business in Osijek; 2019 [cited 2024 November 03] Available at: https://urn.nsk.hr/urn:nbn:hr:145:619314

M. Ronta, "Vrednovanje zadovoljstva korisnika : Diplomski rad", Master's 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:145:619314

Metadata
TitleVrednovanje zadovoljstva korisnika : Diplomski rad
Title (english)Evaluation of customer satisfaction : Graduate paper
AuthorMatej Ronta
MentorDrago Ružić (mentor)
Committee memberIvan Kelić (predsjednik povjerenstva)
Committee memberDrago Ružić (član povjerenstva)
Committee memberAntun Biloš (član povjerenstva)
GranterJosip Juraj Strossmayer University of Osijek
Faculty of Economics and Business in Osijek
Osijek
Defense date and country2019-09-13, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Ovaj rad bavi se vrednovanjem zadovoljstva korisnika. Rad se sastoji od teorijskog i praktičnog dijela. U teorijskom dijelu obrađuju se ponašanje potrošača i zadovoljstvo kupaca. Praktični dio rada odnosi se na istraživanje zadovoljstva korisnika uslugama kina "CineStar Osijek". Utvrđeno je kako zadovoljstvo kupaca, odnosno korisnika, u današnje vrijeme ima izrazito velik značaj. Kupcima u vrijeme velike konkurencije nije problem preći na konkurentski proizvod ili konkurentsko poduzeće. Iz tog razloga poduzeća se različitim metodanma trude povećati zadovoljstvo svojih kupaca. U svrhu istraživanja zadovoljstva korisnika uslugama kina "CineStar Osijek" proveden je anketni upitnik. U istraživanju je sudjelovalo 102 ispitanika. U istraživanju je sudjelovalo gotovo podjednako muških (54) i ženskih (48) osoba, većinom iz Osijeka i Osječko-baranjske županije. Najveći dio ispitanika spada u skupinu od 18 do 25 godina te u skupinu od 26 do 35 godina, što su ujedno i bile ciljane skupine. Istraživanje je provedeno putem interneta, kreiranjem ankete putem servisa "Google Forms". Ispitanike se u najvećoj mjeri na popunjavanje upitnika pozivalo putem Facebook grupa, a jedan manji dio odnosi se i na prijatelje i poznanike koji posjećuju Cinestar Osijek. Nakon prikupljanja referentnog uzorka pristupilo se statističkoj obradi podataka, ali i deskriptivnoj analizi temeljem koje su doneseni određeni zaključci i preporuke. Općenito govoreći, ispitanici su zadovoljni uslugama kina, no postoje elementi kod kojih su moguća i značajna poboljšanja. ponašanje potrošača, zadovoljstvo, lojalnost, CineStar
Abstract (english)
This paper deals with the evaluation of customer satisfaction. The paper consists of a theoretical and a practical part. The theoretical part deals with consumer behavior and customer satisfaction. The practical part of the work is related to the research of customer satisfaction with the cinema services "CineStar Osijek". It has been established that customersatisfaction, is extremely important today. Buyers in times of great competition do not have a problem moving to a competing product or competing company. For this reason, companies strive to increase their customer satisfaction through various methods. A survey questionnaire was conducted to investigate customer satisfaction with CineStar Osijek Cinema Services. 102 respondents participated in the study. Almost equally male (54) and female (48) persons participated in the study, mostly from Osijek and Osijek-Baranja counties. The majority of respondents belong to the 18 to 25 age group and to the 26 to 35 age group, which were also the target groups. The survey was conducted online, by creating a survey using the Google Forms service. Respondents were mostly invited to fill the survey via Facebook groups, and a smaller part of respondents were friends and acquaintances who visit CineStar Osijek. Generally speaking, the respondents are satisfied with the cinema services, but there are elements where significant improvements are possible.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:145:619314
Study programmeTitle: Marketing
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originReformatted digital
Access conditionsOpen access
Terms of useLicence In copyright icon
Created on2021-05-14 08:34:35