Upoznatost potrošača sa temeljnim potrošačkim pravima u elektroničkoj trgovini

master's thesis

• Title (english): Consumer rights awareness in electronic commerce
• Author: Tihana Grgečić
• Mentor: Kristina Petljak (mentor)
• Committee member: Ivana Štulec (predsjednik povjerenstva)
• Committee member: Dario Dunković (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2019-09-17, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Trgovina putem Interneta smatra se najprofitabiljnijim oblikom trgovine zbog njene jednostavnosti te niskih troškova i kao takva zauzima sve značajniju ulogu u cjelokupnoj trgovini. Upravo zbog toga će se, prvotno, objasniti pojam i razvoj elektroničke trgovine te će se naglasiti zbog čega je elektronička trgovina važna za gospodarstvo pojedine zemlje. Poduzeća moraju biti spremna prihvatiti i razviti odgovarajuće strategije elektroničkog poslovanja, time mijenjajući ili napuštajući svoje tradicionalno poslovanje. Zbog sve veće primjene online kupovine analizirat će se politika zaštite potrošača u elektroničkoj trgovini u Hrvatskoj u odnosu na položaj potrošača Europske unije. Cilj ovog rada je naglasiti koja su temeljna prava svih potrošača prilikom online kupovine te naglasiti nedostatke i rizike s kojima se potrošači susreću prilikom kupnje putem Interneta. U sklopu rada provelo se primarno istraživanje putem anketnog upitnika čiji je cilj utvrditi koja prava potrošači identificiraju kao svoja temeljna prava te postoji li kod njih svijest o Zakonu o zaštiti potrošača. Provedenim primarnim istraživanjem utvrđeno je da se potrošači mogu podijeliti na one koji su dobro upoznati sa svojim potrošačkim pravima što se tiče elektroničke trgovine i koji se trude doći do bitnih informacija, te na one koji zapravo rapolažu sa manjkom informacija i uopće se ne trude upoznati sa svojim potrošačkim pravima. Većina potrošača putem Interneta kupuje odjeću, obuću i nakit, mjesečno izdvoje od 100,00 do 200,00 kn na online kupnju, no samo djelomično pročitaju odredbe i uvjete poslovanja jer smatraju da je predugačko i oduzima im puno vremena.

Abstract (english)

Online trading is considered to be the most profitable form of trade because of its simplicity and low cost, and as such it is taking on an increasingly significant and lucrative role in the overall trade. This is why, initially, the concept and development of e-commerce will be explained, and it will emphasize why e-commerce is important for a country's economy. Businesses must be prepared to adopt and develop appropriate e-business strategies, thereby changing or leaving their traditional businesses. Due to the increasing use of online shopping, the consumer protection policy in electronic commerce in Croatia will be analyzed in relation to the position of consumers of the European Union. The aim of this paper is to highlight the fundamental rights of all consumers when making online purchases and to highlight the disadvantages and risks that consumers face when making purchases online. As part of the work, a primary survey was conducted through a questionnaire aimed at identifying what rights consumers identify as their fundamental rights and whether they have any awareness of the Consumer Protection Act. The primary survey found that consumers can be divided into those who are well aware of their consumer rights regarding e-commerce and who are struggling to obtain relevant information, and those who actually lack of informations and do not even bother to get acquainted with their consumer rights. Most consumers buy clothes, footwear and jewelry online, spend 100,00 to 200,00 kunas a month for online purchases, but only partially read the terms and conditions of the business because they find it too long and time consuming.

• Keywords: online trgovina; zaštita potrošača; prava potrošača
• Keywords (english): e-commerce; consumer protection; consumer rights
• Language: croatian
• URN:NBN: urn:nbn:hr:148:965277
• 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: 2019-09-18 17:17:15