Zadovoljstvo korisnika novom poštanskom uslugom

master's thesis

• Title (english): User satisfaction with the new postal service
• Author: Martin Müller
• Mentor: Miroslav Mandić (mentor)
• Committee member: Miroslav Mandić (predsjednik povjerenstva)
• Committee member: Mirko Palić (član povjerenstva)
• Committee member: Tihomir Vranešević (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Marketing); Zagreb
• Defense date and country: 2024-07-02, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Marketing

Abstract

Istraživanje u ovom diplomskom radu fokusirano je na analizi čimbenika koji utječu na zadovoljstvo korisnika paketomata, poput opipljivosti, dostupnosti, sigurnosti i pouzdanosti s posebnim naglaskom na razumijevanje sveukupnog zadovoljstva korisnika te njihovih preferencija i doživljaja. Glavni cilj rada bio je istražiti koji elementi utječu na zadovoljstvo korisnika. Istraživanjem se željelo utvrditi što korisnici smatraju važnim kod korištenja usluge paketomata te koliko su zadovoljni pojedinim elementima usluge. Kroz kvantitativno istraživanje na uzorku od 106 korisnika paketomata, istraženi su razina zadovoljstva i čimbenici koji oblikuju njihovo iskustvo. Razumijevanje ovih čimbenika ključno je za unapređenje usluge paketomata i povećanje zadovoljstva korisnika. Istraživanje je pokazalo da su korisnici generalno zadovoljni uslugom paketomata, posebno u aspektima sigurnosti i opipljivosti, a dostupnost paketomata se pokazuje kao područje s najviše prostora za poboljšanje.

Abstract (english)

The research in this thesis focuses on analyzing the factors that influence user satisfaction with parcel lockers, such as tangibility, accessibility, security, and reliability, with a particular emphasis on understanding overall user satisfaction, preferences, and experiences. The main objective of the study was to investigate the elements that affect user satisfaction. The research aimed to determine what users consider important when using parcel locker services and how satisfied they are with individual elements of the service. Through quantitative research on a sample of 106 parcel locker users, the level of satisfaction and the factors shaping their experience were examined. Understanding these factors is crucial for improving parcel locker services and increasing user satisfaction. The research showed that users are generally satisfied with the parcel locker service, especially in terms of security and tangibility, while accessibility emerged as the area with the most room for improvement.

• Keywords: zadovoljstvo; zadovoljstvo korisnika; upravljanje zadovoljstvom; nova poštanska usluga; paketomati
• Keywords (english): satisfaction; user satisfaction; satisfaction management; new postal service; parcel lockers
• Language: croatian
• URN:NBN: urn:nbn:hr:148:645636
• Study programme: Title: Business economics; Study programme type: university; Study level: integrated undergraduate and graduate; Academic / professional title: sveučilišni magistar ekonomije/sveučilišna magistra ekonomije (sveučilišni magistar ekonomije/sveučilišna magistra ekonomije)
• Type of resource: Text
• File origin: Born digital
• Access conditions: Access restricted to authenticated users
• Created on: 2024-07-02 22:26:15