Kvaliteta usluge u telkomunikacijskom sektoru poduzeća Telemach

undergraduate thesis

• Title (english): Quality of service in the telecommunications sector of the company Telemach
• Author: Victoria Glogolja
• Mentor: Tomislav Baković (mentor)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2024-07-02, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Macroeconomics

Abstract

U sektoru telekomunikacija, kvaliteta usluge mjeri se na isti način kao i u ostalim uslužnim djelatnostima, analizom različitih dimenzija kvalitete usluge. Iako nema opće prihvaćenog konsenzusa o broju relevantnih dimenzija kvalitete usluge u sektoru telekomunikacija, kontinuirano prisutne dimenzije kvalitete usluga su pouzdanost, opipljiva vrijednost, susretljivost, osiguranje, empatija, mreža, korisnička služba i pogodnosti.

Abstract (english)

In the telecommunications sector, service quality is measured in the same way as in other service activities, by analyzing different dimensions of service quality. Although there is no generally accepted consensus on the number of relevant dimensions of service quality in the telecommunications sector, the continuously present dimensions of service quality are reliability, tangible value, responsiveness, insurance, empathy, network, customer service and convenience.

• Keywords: usluge; empatija; dimenzije; kvaliteta; orijentiranost na klijente
• Keywords (english): services; empathy; dimensions; quality; customer orientation
• Language: croatian
• URN:NBN: urn:nbn:hr:148:275208
• Study programme: Title: Business economics; Study programme type: professional; Study level: undergraduate; Academic / professional title: pristupnik ekonomije/pristupnica ekonomije (pristupnik ekonomije/pristupnica ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Open access
• Created on: 2024-07-02 12:20:51