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master's thesis
POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA
Zagreb: University of Zagreb, Faculty of Economics and Business, 2020. urn:nbn:hr:148:431002
Marić, Ana
University of Zagreb
Faculty of Economics and Business
Department of Organization and Management

Institutional repository: REPEFZG

Cite this document

Marić, A. (2020). POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:431002

Marić, Ana. "POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:431002

Marić, Ana. "POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:431002

Marić, A. (2020). 'POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 29 December 2024, https://urn.nsk.hr/urn:nbn:hr:148:431002

Marić A. POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA [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:148:431002

A. Marić, "POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:148:431002

Metadata
TitlePOVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA
Title (english)THE COHERENCE BETWEEN INVESTMENT IN SERVICE QUALITY AND BUSINESS PERFORMANCE
AuthorAna Marić
MentorJasna Prester (mentor)
Committee memberAna Aleksić (predsjednik povjerenstva)
Committee memberTomislav Hernaus (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
(Department of Organization and Management)
Zagreb
Defense date and country2020-07-03, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Organization and Management
Abstract
Svrha ovog diplomskog rada je teorijski i empirijski istražiti koncept i povezanost između troška ulaganja, kvalitete usluge i uspješnosti poslovanja te definirati čimbenike koji utječu na funkcionalnost svih procesa. Sustavno se obrađuju i analiziraju podaci iz izvora koji se bave problematikom pružanja usluga i unaprjeđivanjem poslovanja. Empirijsko istraživanje provedeno je metodom anketnog upitnika na uzorku korisnika financijskih usluga banke. Kroz niz pitanja saznajemo koji su kriteriji uvjet za postizanje određene razine kvalitete, zbog čega klijenti postaju lojalni te kakvo poduzeće je zaista uspješno u svom poslovanju. Dobiveni rezultati uspoređeni su sa financijskim pokazateljima uspješnosti u bankarskom sektoru. No, na prezentirane rezultate svakako su utjecaj imala i ograničenja koje istraživanje ima, a uključuju veličinu uzorka, ograničenost geografskog istraživanja te kratkog vremena u kojem je istraživanje provedeno.
Abstract (english)
The purpose of this thesis is to theoretically and empirically explore the concept and coherence between investment cost, service quality and business performance and to define the factors that affect the functionality of all processes. All information related to the provision of services and business improvements are systematically processed and analyzed. Empirical research was conducted with survey questionnaire on a sample of users of the bank's financial services. Through a series of questions, we find out which criteria are required for achieving a certain level of quality, why customers become loyal and what kind of company is really successful in its business. The obtained results were compared with financial performance indicators in the banking sector. However, the presented results were certainly influenced by the limitations of the research, which include the size of the sample, the limited geographical research and the short time in which the research was conducted.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:431002
Study programmeTitle: 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 on2020-07-14 17:35:03