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master's thesis
Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta
Zagreb: University of Zagreb, Faculty of Economics and Business, 2024. urn:nbn:hr:148:744020
Badanjak, Danko
University of Zagreb
Faculty of Economics and Business
Department of Trade and International Business

Institutional repository: REPEFZG

Cite this document

Badanjak, D. (2024). Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:744020

Badanjak, Danko. "Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2024. https://urn.nsk.hr/urn:nbn:hr:148:744020

Badanjak, Danko. "Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2024. https://urn.nsk.hr/urn:nbn:hr:148:744020

Badanjak, D. (2024). 'Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 11 January 2025, https://urn.nsk.hr/urn:nbn:hr:148:744020

Badanjak D. Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2024 [cited 2025 January 11] Available at: https://urn.nsk.hr/urn:nbn:hr:148:744020

D. Badanjak, "Usporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2024. Available at: https://urn.nsk.hr/urn:nbn:hr:148:744020

Metadata
TitleUsporedba zadovoljstva korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta
Title (english)Comparison of user satisfaction with the quality of services in Zagreb airport and Budapest airport
AuthorDanko Badanjak
MentorDora Naletina (mentor)
Committee memberDora Naletina (predsjednik povjerenstva)
Committee memberHana Horak (član povjerenstva)
Committee memberIvana Štulec (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Trade and International Business)
Zagreb
Defense date and country2024-10-24, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Trade and Tourism
Abstract
Ovaj diplomski rad istražuje zadovoljstvo korisnika kvalitetom usluga u Zračnoj luci Zagreb i Zračnoj luci Budimpešta. Cilj istraživanja je usporediti iskustva korisnika u obje zračne luke kako bi se identificirale ključne razlike u pružanju usluga i zadovoljstvu putnika. Metodologija istraživanja uključivala je anketu provedenu među 122 ispitanika tijekom 2024. godine. Dobiveni rezultati pokazuju da su putnici općenito zadovoljni kvalitetom usluga u obje zračne luke, ali postoje značajne razlike u ocjenama specifičnih usluga, poput parkiranja, sigurnosnih provjera i ponude hrane i pića. Zračna luka Zagreb bilježi više ocjene u segmentima parkiranja i sigurnosnih provjera, dok Zračna luka Budimpešta ima bolje ocjene za osoblje i opcije kupovine u duty free trgovinama. Ključna preporuka promatranim lukama je potreba za daljnjim unapređenjem usluga i praćenjem korisničkog zadovoljstva kako bi obje zračne luke zadržale konkurentnost.
Abstract (english)
This thesis explores user satisfaction with the quality of services at Zagreb Airport and Budapest Airport. The aim of the research is to compare user experiences at both airports to identify key differences in service provision and passenger satisfaction. The research methodology involved a survey conducted among 122 respondents in 2024. The results show that passengers are generally satisfied with the quality of services at both airports, but there are significant differences in the ratings of specific services such as parking, security checks, and food and beverage offerings. Zagreb Airport receives higher ratings in the parking and security segments, while Budapest Airport scores better in staff friendliness and duty-free shopping options. The key recommendation is the continuous improvement of services and monitoring of customer satisfaction to maintain competitiveness.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:744020
Study programmeTitle: Business economics
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to authenticated users
Terms of useLicence In copyright icon
Created on2024-10-25 20:36:26