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master's thesis
Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines
Dubrovnik: University of Dubrovnik, 2020. urn:nbn:hr:155:072765
Bokarica, Marijana
University of Dubrovnik
Faculty of Economics and Business

Institutional repository: Repository of the University of Dubrovnik

Cite this document

Bokarica, M. (2020). Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines (Master's thesis). Dubrovnik: University of Dubrovnik. Retrieved from https://urn.nsk.hr/urn:nbn:hr:155:072765

Bokarica, Marijana. "Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines." Master's thesis, University of Dubrovnik, 2020. https://urn.nsk.hr/urn:nbn:hr:155:072765

Bokarica, Marijana. "Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines." Master's thesis, University of Dubrovnik, 2020. https://urn.nsk.hr/urn:nbn:hr:155:072765

Bokarica, M. (2020). 'Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines', Master's thesis, University of Dubrovnik, accessed 24 November 2024, https://urn.nsk.hr/urn:nbn:hr:155:072765

Bokarica M. Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines [Master's thesis]. Dubrovnik: University of Dubrovnik; 2020 [cited 2024 November 24] Available at: https://urn.nsk.hr/urn:nbn:hr:155:072765

M. Bokarica, "Istraživanje lojalnosti korisnika usluga kompanije Croatia Airlines", Master's thesis, University of Dubrovnik, Dubrovnik, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:155:072765

Metadata
TitleIstraživanje lojalnosti korisnika usluga kompanije Croatia Airlines
Title (english)The customer loyalty research: case study of company Croatia Airlines
AuthorMarijana Bokarica
MentorBarbara Puh (mentor)
Committee memberAna Portolan (predsjednik povjerenstva)
Committee memberIvana Pavlić (član povjerenstva)
GranterUniversity of Dubrovnik
(Faculty of Economics and Business)
Dubrovnik
Defense date and country2020-09-22, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
Kod istraživanja tržišta u središtu se nalazi potrošač i njegovo zadovoljstvo, te zbog toga kao predmet istraživanja najčešće se navode potrebe, želja te zadovoljstvo potrošača. Točna i pravovremena informacija koja se dobije istraživanjem tržišta, jedna je od bitnih elemenata za uspijeh tvrtki kad se govori o zadovoljstvu potrošača kvalitetom proizvoda ili usluga. Cilj ovog rada jest pokazati koliko su sadašnji korisnici usluge tvrtke Croatia Airlines zadovoljni njezinim uslugama, koji čimbenici utječu na zadovoljstvo i koliko se to odražava na lojalnost kompaniji. Ispitivanje je provedeno na uzorku od 150 ispitanika, odnosno sadašnjih korisnika usluga tvrtke Croatia Airlines na području Dubrovačko-neretvanske županije, uz pomoć metode ispitivanja, putem anketnog upitnika u razdoblju od 01. travnja do 01. svibnja 2019. godine. Rezultati istraživanja ukazuju da korisnici nisu lojalni kompaniji Croatia Airlines, te ukazuju da cijena i kvaliteta usluga imaju utjecaj na zadovoljstvo potrošača, gdje se mogu prepoznati mogućnosti za unaprjeđenje kvalitete usluga.
Abstract (english)
Market research is important for completing the marketing concept that should focus on satisfying the needs and wants of every consumer. In today's changing environment, accurate and timely information becomes one of the key elements for success. Exactly such information is obtained through market research, especially when it comes to consumer satisfaction with the quality of the goods or services of an individual company. The aim of this paper is to show how satisfied the current users of Croatia Airlines service are with its services, what factors influence satisfaction and how much this reflects on the loyalty to the company. The research was conducted on a sample of 150 respondents, who are current users of Croatia Airlines in the Dubrovnik-Neretva County region, using the survey method, by means of a questionnaire during the period from 1 April to 1 May 2019. The survey results indicate that customers are not loyal to Croatia Airlines, price and quality of services have an impact on customer satisfaction, where opportunities for improving service quality can be indentified.
Keywords
Languagecroatian
URN:NBNurn:nbn:hr:155:072765
Study programmeTitle: Business Economics; specializations in: Tourism, Marketing, International Trade, IT Management
Course: Marketing
Study programme type: university
Study level: graduate
Academic / professional title: magistar/magistra poslovne ekonomije (magistar/magistra poslovne ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Public note4109 Rad izvorno ne sadrži ključne riječi
Created on2020-09-28 08:39:13