prikaz prve stranice dokumenta Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj
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master's thesis
Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj
Zagreb: University of Zagreb, Faculty of Economics and Business, 2020. urn:nbn:hr:148:925096
Perlić, Matea
University of Zagreb
Faculty of Economics and Business

Institutional repository: REPEFZG

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Perlić, M. (2020). Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:925096

Perlić, Matea. "Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:925096

Perlić, Matea. "Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2020. https://urn.nsk.hr/urn:nbn:hr:148:925096

Perlić, M. (2020). 'Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 09 January 2025, https://urn.nsk.hr/urn:nbn:hr:148:925096

Perlić M. Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2020 [cited 2025 January 09] Available at: https://urn.nsk.hr/urn:nbn:hr:148:925096

M. Perlić, "Zadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:148:925096

Metadata
TitleZadovoljstvo korisnika samoposlužnim blagajnama u Republici Hrvatskoj
Title (english)Customer satisfaction with self-checkout machines in Croatia
AuthorMatea Perlić
MentorĐurđana Ozretić Došen (mentor)
MBZ: 189853
Committee memberVatroslav Škare (predsjednik povjerenstva)
Committee memberTanja Komarac (član povjerenstva)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2020-09-29, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Cilj ovog rada je ukazati na važnost istraživanja i mjerenja zadovoljstva korisnika. Zadovoljstvo pruženom uslugom vodit će korisnike do ponavljanja kupnje, širenja pozitivnog iskustva u javnosti te lojalnosti. S obzirom na specifična obilježja usluga te sve većeg utjecaja tehnologije na poslovanje, ključno je istražiti potrebe i želje svojih korisnika kao i potencijalne probleme kako bi se isti otklonili te se time povećalo sveukupno zadovoljstvo korisnika. Cilj rada bio je istražiti zadovoljstvo korisnika samoposlužnim blagajnama u prodavaonicama diljem zemlje. Primarno istraživanje provedeno je uz pomoć anketnog upitnika te su rezultati pokazali prihvaćenost uvođenja samoposlužne tehnologije u maloprodaju kao i zadovoljstvo korisnika pri korištenju. Istaknuti su problemi s kojima se korisnici susreću te je dan prijedlog za otklanjanje istih kao i za poboljšanje poslovanja.
Abstract (english)
The aim of this paper is to point out importance of research and measuring customer satisfaction. Satisfaction with the provided service leads a customer to repeating purchase, spreading positive word of mouth and to become loyal to brand. Considering the specific characteristisc of the service sector and growing impact of technology on business, it is crucial to explore the needs and desires of company customers as well as potential problems in order to solve them and thus increase overall customer satisfaction. Also, the aim of this study was to examine customer satisfaction with self-service checkouts in stores across the country. The primary research was conducted with a survey questionnaire. Results showed the acceptance of implementation of self-service technology in retail by customer as well as customer satisfaction using this kind of service. The problems that users face were highlighted and a proposal was made to eliminate them as well as to improve the business.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:148:925096
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 on2020-10-01 12:06:40