Zadovoljstvo kupaca lokacijom benzinskih postaja u Hrvatskoj

graduate thesis

• Title (english): Customer satisfaction with the location of gas stations in Croatia
• Author: Ana Klobučar
• Mentor: Kristina Petljak (mentor)
• Committee member: Ivana Štulec (član povjerenstva)
• Committee member: Dora Naletina (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2024-09-24, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

U ovom diplomskom radu ispituje se važnost lokacije benzinskih postaja u utjecaju na zadovoljstvo kupaca. Ispituju se načini kako na odluke kupaca utječu elementi uključujući izgled postaje, pristupačnost i blizinu. Također se istražuje utjecaj različitih vrsta maloprodajnih mjesta na ponašanje kupaca. Osim goriva, benzinske postaje nude niz drugih proizvoda i usluga koje mogu poboljšati cjelokupno iskustvo za posjetitelje. Anketa kupaca i analiza prethodnih istraživanja uključeni su u studiju kako bi se procijenile razine zadovoljstva i odredili glavni uzroci. Zaključci studije rasvijetlit će odnos između lokacije i preferencija kupaca te uspjeha u maloprodaji. Nalazi će doprinijeti boljem razumijevanju ponašanja kupaca i usmjeriti buduće taktike.

Abstract (english)

The importance of gas station locations in influencing consumer satisfaction is examined in this thesis. It examines the ways in which customer decisions are influenced by elements including station design, accessibility, and proximity. The impact of various retail site types on consumer behaviour is also investigated. In addition to fuel, gas stations provide a range of other goods and services that can improve the entire experience for patrons. A customer survey and an analysis of previous research are both included in the study to gauge satisfaction levels and pinpoint the main causes. The study's conclusions will provide light on the relationship between location and consumer preferences and retail success. The findings will contribute to a better comprehension of consumer behaviour and guide future tactics.

• Keywords: lokacija; zadovoljstvo kupaca; benzinske postaje; maloprodaja; asortiman; ponašanje kupaca
• Keywords (english): location; customer satisfaction; gas stations; retail; product assortment; customer behavior
• Language: croatian
• URN:NBN: urn:nbn:hr:148:410273
• 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 students and staff of home institution
• Created on: 2024-09-24 20:47:33