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master's thesis
Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća
Zagreb: University of Zagreb, Faculty of Economics and Business, 2016. urn:nbn:hr:148:968203
Tržić, Tea
University of Zagreb
Faculty of Economics and Business

Institutional repository: REPEFZG

Cite this document

Tržić, T. (2016). Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:968203

Tržić, Tea. "Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2016. https://urn.nsk.hr/urn:nbn:hr:148:968203

Tržić, Tea. "Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2016. https://urn.nsk.hr/urn:nbn:hr:148:968203

Tržić, T. (2016). 'Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 27 November 2024, https://urn.nsk.hr/urn:nbn:hr:148:968203

Tržić T. Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2016 [cited 2024 November 27] Available at: https://urn.nsk.hr/urn:nbn:hr:148:968203

T. Tržić, "Povezanost kvalitete usluge i uspješnosti poslovanja poduzeća", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2016. Available at: https://urn.nsk.hr/urn:nbn:hr:148:968203

Metadata
TitlePovezanost kvalitete usluge i uspješnosti poslovanja poduzeća
Title (english)THE CONNECTION BETWEEN SERVICE QUALITY AND BUSINESS SUCCESS
AuthorTea Tržić
MentorJasna Prester (mentor)
Committee memberNajla Podrug (predsjednik povjerenstva)
Committee memberTomislav Hernaus (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2016-07-11, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
U ovom radu će biti detaljno opisan utjecaj kvalitete usluge na poslovanje poduzeća sa aspekta uslužnog poduzeća i sa aspekta klijenata. Prvo kroz teorijski pristup a zatim kroz istraživanje poslovanja poduzeća u uslužnom sektoru. Empirijsko istraživanje će se temeljiti na metodi upitnika koji će se distribuirati korisnicima telekomunikacijskih usluga. Kroz niz pitanja ćemo pokušati saznati koji su kriteriji ocjenjivanja usluga korisnicima najvažniji, od brzine reakcije na rješavanje problema, cijene usluge, ljubaznosti i znanja teleoperatera, do pokrivenosti područja sa uslugama i inovativnosti u pružanju telekomunikacijskih usluga. Dobivene rezultate ćemo usporediti sa financijskim pokazateljima uspješnosti telekomunikacijskih kompanija kako bi došli do rezultata koji će nam pokazati koliko zadovoljstvo korisnika kvalitetom pruženih usluga utječe na poslovanje kompanije. Cilj je dodatno poboljšati korisničko iskustvo korištenjem vrijednih informacija koje korisnici pružaju u anketama zadovoljstva, te unaprijediti procese poslovanja i podići kvalitetu pruženih usluga.
Abstract (english)
In this paper we will try to describe the impact of service quality on business success through the aspect of service company view, and client’s view. First part will be the theory approach, and the second part will represent results from the business success research in the service sector. Empyreal research is going to be carried out through a questionnaire method of collecting data, given to the clients of telecommunications services to fill out. With a range of questions like speed of solving an issue, service prices, courtesy and the knowledge of agents who work for telecommunication companies, to the area coverage with services and innovation in service process, we will try to find out which factors are most important to the clients. Given results will be compared to financial indicators of success for telecommunication companies, which will tell us how much client’s satisfaction of a received service really impacts the business success. The purpose is to enhance customers experience using valuable information given in questionnaire, and upgrade business processes and success thru quality.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:968203
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 students and staff of home institution
Terms of useLicence In copyright icon
Created on2016-12-08 10:49:22