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master's thesis
Determinante kvalitete i efikasnosti u uslužnim sustavima
Zagreb: University of Zagreb, Faculty of Economics and Business, 2020. urn:nbn:hr:148:716776
Hranilović, Iva
University of Zagreb
Faculty of Economics and Business
Department of Organization and Management

Institutional repository: REPEFZG

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Hranilović, I. (2020). Determinante kvalitete i efikasnosti u uslužnim sustavima (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:716776

Hranilović, Iva. "Determinante kvalitete i efikasnosti u uslužnim sustavima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:716776

Hranilović, Iva. "Determinante kvalitete i efikasnosti u uslužnim sustavima." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:716776

Hranilović, I. (2020). 'Determinante kvalitete i efikasnosti u uslužnim sustavima', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 29 December 2024, https://urn.nsk.hr/urn:nbn:hr:148:716776

Hranilović I. Determinante kvalitete i efikasnosti u uslužnim sustavima [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2020 [cited 2024 December 29] Available at: https://urn.nsk.hr/urn:nbn:hr:148:716776

I. Hranilović, "Determinante kvalitete i efikasnosti u uslužnim sustavima", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:148:716776

Metadata
TitleDeterminante kvalitete i efikasnosti u uslužnim sustavima
Title (english)Determinants of quality and efficiency performance in service operations
AuthorIva Hranilović
MentorJasna Prester (mentor)
Committee memberTomislav Hernaus (predsjednik povjerenstva)
Committee memberAna Aleksić (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Organization and Management)
Zagreb
Defense date and country2020-06-16, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Postizanje odgovarajuće razine kvalitete i efikasnosti predstavlja stalni cilj za uslužne organizacije. U kompetitivnom tržišnom okruženju potrebno je iskoristiti sve unutarnje i vanjske komparativne prednosti kako bi se ne samo zadržala pozicija na tržištu, nego i napredovalo. Kao čimbenici koji utječu na kvalitetu i efikasnost prepoznati su orijentacija prema kupcu i sposobnost zaposlenika te njihovo stalno usavršavanje. Kroz ovaj diplomski rad istražen je utjecaj navedenih čimbenika na kvalitetu i efikasnost, na način da je provedena anketa na uzorku od trideset uslužnih tvrtki u Republici Hrvatskoj. Prikazani su rezultati anketnog upitnika te njihove evaluacije u zavisnim odnosima orijentacije prema kupcu i sposobnosti zaposlenika prema kvaliteti i efikasnosti. Zaključno su iznesena ključna saznanja iz teoretskog i empirijskog dijela rada, te potencijalne posljedice koje oni predstavljaju za kvalitetu i efikasnost uslužnih sustava u praksi. Potvrđene su hipoteze da sposobnosti zaposlenika pozitivno djeluju na kvalitetu i efikasnost, te da trening vezan uz posao pozitivno djeluje na efikasnost. Dodatna analiza napravljena je u svrhu uvida u to koja kategorija determinanti kvalitete i efikasnosti najviše utječe na dobit i troškove.
Abstract (english)
Achieving the right level of quality and efficiency is an ongoing goal for service organizations. In a competitive market environment, all internal and external comparative advantages must be utilized in order to not only maintain a position in the market but also to prosper. The recognized factors that affect quality and efficiency are customer orientation, employees' abilities and their continuous improvement. Through this paper, the impact of above mentioned factors on quality and efficiency was investigated, by conducting a survey on a sample of thirty service companies in the Republic of Croatia. The results of the survey questionnaire and their evaluation in relation to the customer relationship and the employee's ability to quality and efficiency are presented. To conclude, key insights from the theoretical and empirical part of the paper are presented, as well as the potential consequences that they present for the quality and efficiency of service systems in practice. Hypotheses have been confirmed that employees' abilities have a positive effect on quality and efficiency, and that job-related training has a positive effect on efficiency. Additional analysis was made to see which category of quality and efficiency determinants most impacts profit and cost.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:716776
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 conditionsOpen access
Terms of useLicence In copyright icon
Created on2020-06-16 11:17:05