ISTRAŽIVANJE PRIMJENE UPRAVLJANJA ODNOSIMA S KLIJENTIMA (CRM-a) KOD NISKOBUDŽETNIH ZRAKOPLOVNIH PODUZEĆA

master's thesis

• Title (english): RESEARCH OF THE APPLICATION OF COSTUMER RELATIONSHIP MANAGEMENT IN LOW-COST AIRLINE COMPANIES
• Author: Luka Čapelj
• Mentor: Miroslav Mandić (mentor)
• Committee member: Irena Pandža Bajs (predsjednik povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2022-09-28, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Upravljanje odnosima s klijentima referira se na principe, prakse i smjernice koje poduzeće slijedi kada komunicira sa klijentima. Cijeli odnos s klijentima tiče se direktne komunikacije s klijentima, od prodaje, pružanja raznoraznih usluga i procesa vezanih za usluge do predviđanja i analize potrošačkog ponašanja i trendova u poslovanju. Niskobudžetna zrakoplovna poduzeća zadnjih su godina sve popularnija među potrošačima zbog značajno manjih cijena letova i pretežito dobre usluge. Upravljanje odnosima s klijentima u niskobudžetnim zrakoplovnim poduzećima zahtijeva sagledavanje aspekata kao što su atributi putovanja (točnost, sigurnost, kvaliteta), atributi poduzeća (društveno odgovorno, organizirano, respektabilno, kvaliteta) i atributi usluge (komunikacija s osobljem, ljubaznost, točnost, preciznost).

Abstract (english)

Customer relationship management refers to the principles, practices and guidelines that a company follows when communicating with customers. The whole relationship with clients concerns direct communication with clients, from sales, provision of various services and processes related to services to prediction and analysis of consumer behavior and business trends. Low-cost airlines have become increasingly popular with consumers in recent years due to significantly lower flight prices and predominantly good service. Customer relationship management in low-cost airlines requires looking at aspects such as travel attributes (accuracy, safety, quality), enterprise attributes (socially responsible, organized, respectable, quality) and service attributes (communication with personnel, kindness, accuracy, precision).

• Keywords: niskobudžetna zrakoplovna poduzeća; upravljanje odnosima s klijentima; CRM; potrošačko ponašanje; zrakoplovna industrija
• Keywords (english): low-cost airlines; customer relationship management; CRM; consumer behaviour; airlines industry
• Language: croatian
• URN:NBN: urn:nbn:hr:148:368306
• Study programme: Title: Business Economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: magistar/magistra ekonomije (magistar/magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2022-09-28 20:46:49