Metode unapređenja kvalitete usluge

master's thesis

• Title (english): Service quality improvement methods
• Author: Lea Vuković
• Mentor: Jasna Prester (mentor)
• Committee member: Najla Podrug (predsjednik povjerenstva)
• Committee member: Miroslav Mandić (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-30, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Ovim diplomskim radom analiziraju se metode unapređenja kvalitete usluge kao i alati kojima se usluge mogu unaprijediti i poboljšati. Ukazuje na važnost kvalitete usluga iz perspektive pružatelja usluge i iz perspektive klijenata. U radu je provedeno istraživanje na temelju uslužne organizacije koja se diferencira od konkurencije upravo kvalitetom svoje usluge i njenim konstantnim unapređivanjem.

Abstract (english)

This thesis analyzes the service quality improvement methods as well as service quality improvement tools. Emphasizes the importance of service quality from the perspective of the service provider and from the perspective of customer. In this thesis, the research was based on the service organization that is differentiated from competitors precisely in quality of its services and its constant improvement.

• Keywords: kvaliteta usluge iz perspektive klijenta; metode unapređenja kvalitete usluge; alati unapređenja kvalitete usluge; repovi čekanja; Net Promoter Score
• Keywords (english): service quality from the perspective of customer; service quality improvement methods; service quality improvement tools; queues; Net Promoter Score
• Language: croatian
• URN:NBN: urn:nbn:hr:148:603054
• Study programme: Title: Business Economics; Study programme type: university; Study level: graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to students and staff of home institution
• Created on: 2016-10-07 09:46:13