Zadovoljstvo potrošača paketnom distribucijom

graduate thesis

• Title (english): Consumer satisfaction with package distribution
• Author: Emin Bajraktari
• Mentor: Dora Naletina (mentor)
• Committee member: Dora Naletina (predsjednik povjerenstva)
• Committee member: Blaženka Knežević (član povjerenstva)
• Committee member: Ivana Štulec (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Library center; Zagreb
• Defense date and country: 2024-09-16, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

U današnjem svijetu e-trgovine paketna distribucija postala je ključni aspekt kupnje i iskustva
potrošača. Brzina, pouzdanost i transparentnost dostave mogu značajno utjecati na zadovoljstvo
kupaca i njihovu naklonost da se vraćaju istom poduzeću koje pruža uslugu paketne distribucije.
Potrošači očekuju brzu i efikasnu dostavu svojih paketa. Blizina skladišta i optimizirane rute
dostave ključni su za ispunjavanje ovih očekivanja. Dostava paketa mora biti ugovorena u roku i
bez oštećenja. Dobar sustav praćenja paketa i transparentna komunikacija o statusu dostave
pomažu u izgradnji povjerenja u dobavljača. Potrošači žele biti informirani o svakom koraku u
procesu dostave. Jasne informacije o vremenu dostave, statusu paketa i mogućnostima praćenja
osiguravaju transparentnost i doprinose boljem iskustvu kupca. Mogućnost odabira vremena i
mjesta dostave, kao i opcije dodatnih usluga (kao što su preusmjeravanje paketa ili dostava u
susjedstvo), pomažu u prilagodbi dostave individualnim potrebama kupaca.

Abstract (english)

In todays e-commerce world, parcel distribution has become a key aspect of the shopping and
consumer experience. The speed, reliability and transparency of delivery can significantly affect
customer satisfaction and their willingness to return to the same company that provides the
parcel distribution service. Consumers expect fast and efficient delivery of their packages.
Proximity to warehouses and optimized delivery routes are key to meeting these expectations.
Delivery of the package must be agreed on time and without damage. A good package tracking
system and transparent communication about delivery status help build trust in the supplier.
Consumers want to be informed about every step in the delivery process. Clear information
about delivery time, package status and tracking options ensure transparency and contribute to a
better customer experience. The ability to choose the time and place of delivery, as well as
options for additional services (such as package redirection or neighborhood delivery), help to
customize the delivery to individual customer needs.

• Keywords: paketna distribucija; potrošač; zadovoljstvo
• Keywords (english): package distribution; consumer; satisfaction
• Language: croatian
• URN:NBN: urn:nbn:hr:148:058857
• Study programme: Title: Management and retail marketing; Study programme type: professional; Study level: graduate; Academic / professional title: magistar ekonomije/magistra ekonomije (magistar ekonomije/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2024-09-17 07:03:05