Generacijske razlike u zadovoljstvu korisnika uslugama niskotarifnih i tradicionalnih zračnih prijevoznika

master's thesis

• Title (english): Generational differences in customer satisfaction with low cost and traditional airline carriers
• Author: Maja Magnabosca
• Mentor: Dora Naletina (mentor)
• Committee member: Ivana Štulec (član povjerenstva)
• Committee member: Marija Jurčević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Trade and International Business); Zagreb
• Defense date and country: 2023-09-28, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Trade and Tourism

Abstract

Zračni prijevoz predstavlja jedan od najvažnijih načina povezivanja svih dijelova svijeta. Tržište zračnog prometa se kontinuirano razvija i unaprjeđuje. Pojava niskotarifnih zračnih prijevoznika imala je velik utjecaj na tradicionalne zračne prijevoznike, navike putnika i rast putničkog prometa. Niskotarifni prijevoznici svojim načinom poslovanja postavljaju nove trendove i zauzimaju sve veći udio na tržištu. Predmet ovog rada je analiza niskotarifnih i tradicionalnih zračnih prijevoznika, a cilj rada je ocijeniti zadovoljstvo korisnika uslugama niskotarifnih i tradicionalnih zračnih prijevoznika i ustanoviti postoje li razlike u zadovoljstvu s obzirom na pripadnost pojedinoj generaciji. Provedeno je primarno istraživanje o zadovoljstvu korisnika uslugama niskotarifnih i tradicionalnim zračnih prijevoznika s ciljem utvrđivanja razlika u zadovoljstvu s obzirom na generacijsku pripadnost. Istraživanje je provedeno putem anketnog upitnika. Istraživanjem je utvrđeno kako nema značajne generacijske razlike u zadovoljstvu uslugama niskotarifnih zračnih prijevoznika, kao niti tradicionalnih prijevoznika. Rezultati pokazuju kako je cijena najvažniji faktor kod donošenja odluke o kupnji karte kod određenog avioprijevoznika. Ispitanici koji su koristili usluge niskotarifnih zračnih prijevoznika zadovoljniji su omjerom cijene i kvalitete od ispitanika koji su koristili usluge tradicionalnih zračnih prijevoznika.

Abstract (english)

Air transportation is one of the most important ways of connecting all parts of the world. The air transport market is continuously developing and improving. The emergence of low-cost airlines had a great impact on traditional airlines, passenger habits and the growth of passenger traffic. Low-cost carriers are setting new trends with their way of doing business and are taking an increasing share of the market. The subject of this paper is the analysis of low-cost and traditional airlines, and the aim of the paper is to evaluate user satisfaction with the services of low-cost and traditional airlines and to establish whether there are differences in satisfaction with regard to belonging to a particular generation. Primary research was conducted on user satisfaction with the services of low-cost and traditional airlines with the aim of determining differences in satisfaction with respect to generational affiliation. The research was conducted through a survey questionnaire. The research found that there is no significant generational difference in satisfaction with the services of low-cost airlines, as well as traditional carriers. The results show that the price is the most important factor when deciding to buy a ticket with a certain airline. Respondents who used the services of low-cost airlines are more satisfied with the price-quality ratio than respondents who used the services of traditional airlines.

• Keywords: zračni promet; niskotarifni zračni prijevoznici; tradicionalni zračni prijevoznici; zadovoljstvo korisnika; generacijske razlike
• Keywords (english): air transportation; low-cost airlines; traditional airlines; customer satisfaction; generational differences
• Language: croatian
• URN:NBN: urn:nbn:hr:148:380985
• 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 students and staff of home institution
• Created on: 2023-09-28 14:25:58