prikaz prve stranice dokumenta The impact of personalized user experience on customer satisfaction and loyalty in eCommerce
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master's thesis
The impact of personalized user experience on customer satisfaction and loyalty in eCommerce
2022. urn:nbn:hr:148:388297
Božić-Kudrić, Nikolina
University of Zagreb
Faculty of Economics and Business

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Božić Kudrić, N. (2022). The impact of personalized user experience on customer satisfaction and loyalty in eCommerce (Master's thesis). Zagreb: University of Zagreb, Faculty of Economics and Business. Retrieved from https://urn.nsk.hr/urn:nbn:hr:148:388297

Božić Kudrić, Nikolina. "The impact of personalized user experience on customer satisfaction and loyalty in eCommerce." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2022. https://urn.nsk.hr/urn:nbn:hr:148:388297

Božić Kudrić, Nikolina. "The impact of personalized user experience on customer satisfaction and loyalty in eCommerce." Master's thesis, University of Zagreb, Faculty of Economics and Business, 2022. https://urn.nsk.hr/urn:nbn:hr:148:388297

Božić Kudrić, N. (2022). 'The impact of personalized user experience on customer satisfaction and loyalty in eCommerce', Master's thesis, University of Zagreb, Faculty of Economics and Business, accessed 18 April 2024, https://urn.nsk.hr/urn:nbn:hr:148:388297

Božić Kudrić N. The impact of personalized user experience on customer satisfaction and loyalty in eCommerce [Master's thesis]. Zagreb: University of Zagreb, Faculty of Economics and Business; 2022 [cited 2024 April 18] Available at: https://urn.nsk.hr/urn:nbn:hr:148:388297

N. Božić Kudrić, "The impact of personalized user experience on customer satisfaction and loyalty in eCommerce", Master's thesis, University of Zagreb, Faculty of Economics and Business, Zagreb, 2022. Available at: https://urn.nsk.hr/urn:nbn:hr:148:388297

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Metadata
TitleThe impact of personalized user experience on customer satisfaction and loyalty in eCommerce
Title (croatian)Utjecaj personaliziranog korisničkog iskustva na zadovoljstvo i lojalnost kupaca u Ecommerceu
AuthorNikolina Božić-Kudrić
MentorMiroslav Mandić (mentor)
GranterUniversity of Zagreb
Faculty of Economics and Business
Zagreb
Defense date and country2022-09-29, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Marketing
Abstract
In this study, the impact of personalized user experience on customer satisfaction and loyalty in eCommerce was examined. A structured online questionnaire or a survey, modeled on the basis of research conducted in the following papers: (Pappas, 2018) (Bol, et al., 2022) (Park, 2003) (Pappas, et al., 2014) (Treiblmaier & Pollach, 2007), was designed and distributed to a sample of 107 respondents via Google Forms. The results indicated that customers view personalized user experience as beneficial and personalization features as important when deciding where to shop online, although concerned about data privacy related to sharing their personal information for the purpose of getting a personalized user experience in eCommerce. Furthermore, the study showed that personalized user experience positively affects customer satisfaction in eCommerce and that it contributes to customer loyalty. Finally, managerial implications and recommendations for future research were proposed.
Keywords
Languageenglish
URN:NBNurn:nbn:hr:148:388297
Study programmeTitle: Business economics; specializations in: Marketing in english, Managerial informatics, Management, Marketing, Trade and international business, Leadership
Course: Marketing in english
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 Attribution-NonCommercial-ShareAlike 3.0 Unported (CC BY-NC-SA 3.0) icon
Created on2022-09-29 10:19:12