Mjerenje percipirane kvalitete i učestalosti korištenja suvremene samoposlužne tehnologije iz perspektive eksternih korisnika

master's thesis

• Title (english): Measurment of percieued quality and frequency of usage of selfservice tehnology from the perspective of external users
• Author: Karlo Žamić
• Mentor: Jasna Prester (mentor)
• Committee member: Mislav Ante Omazić (predsjednik povjerenstva)
• Committee member: Najla Podrug (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; Zagreb
• Defense date and country: 2015-09-28, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics

Abstract

Tema ovog rada je obrada samoposlužne tehnološke djelatnosti te empirijsko istraživanje istih djelatnosti s ciljem utvrđivanja percipirane kvalitete i mjerenja učestalosti korištenja. Razrađen je pojam usluga te je utvrđena distinktivna razlika između usluga, samoposluge i samoposlužno tehnoloških djelatnosti. Vrste samoposluživanja su obrađene pregledom brojne literature i razređena je problematika koja povezuje stanje na tržištu rada s porastom tehnoloških inovacija. Razvoj suvremene tehnologije iz perspektive korisnika je obrađen jer daje uvid u čimbenike koji uz korisnost utječu na korištenje samoposlužno tehnoloških djelatnosti. Razvoj samoposluge je pregledan povijesno i stavljen je u odnos s IT revolucijom. Relevantnost brzine promjena trenutne situacije u svijetu pružanja usluga je etiketirana kao ključan faktor u upravljanju napretkom situacije. Rezimiranjem povijesnog pregleda utvrđena je korelacija između rapidnog razvoja samoposluge i tehnoloških inovacija. Determinante percipirane kvalitete su razrađene pregledom literature te su izabrani najrelevantniji aleternativni modeli SERVQUAL modela. Objašnjeni su pojmovi m-usluga i e-usluga te je utvrđena teškoća definiranja tih pojmova, ali oslanjajući se na literaturu stvoren je okvir za znanstvenu analizu problematike odnosno znanstveno istraživanje. Istraživanje je iskoristilo anketiranje provedeno osobnim putem. Istraživanje je napravljeno na uzorku od četrdeset i šest osoba te je napravljeno na bankomatima ovisnim o bankovnoj podružnici i bankomatima neovisnim o bankovnoj podružnici. Rezultati istraživanja potvrdili su jednostavnost korištenja, responzivnost, pouzdanost, interaktivnost, dostupnost, sigurnost i privatnost kao determinante percipirane kvalitete samoposlužnih tehnologija na primjeru bankomata. Iskorištene su metode deskriptivne statistike. Rezultati istraživanja pokazali su brojne menadžerske implikacije i ograničenja istraživanja.

Abstract (english)

This paper resolves around self-service technology and the empirical investigation of the same services with the goal of determining percieved quality of services and quantify the frequency of usage. The term of services is distinguished from the term of self-services and self-service technology. The types of self-service technology (SST) are processed through the extensive literature view. The problems of the state in which the self-service technology is related to the labour market is discussed. The evolvement of self-services is being processed by trying to determine factors that are related to the customer. This paper identifed the agility of changes as the key factor for determining the future managarial actions. Resume of the historical standpoint on self-services was made to imply the importance of the correlation between self-services and technology. The evolution of the self-service technology is viewed historically and its relation with the IT revolution is noted. Determinants of percieved quality of services from the SERVQUAL model are studied and the alternatives to the model that are relevant are chosen for the investigation. M-service and e-service are distuinguished and the difficulties of determining the terms of self-services are discussed. Based on the literature view empirical investigation is allowed. Investigation is based on a questionnaire processed face-to-face. Fourty six people have participated in the study and the study was made in Split, Croatia on two locations. Two types of ATMs are being used as the basis for evaluating self-service technology. Results have confirmed that the ease of use, reliability, convenience, interactiveness, responsivity, security and privacy as the determinants of perceived quality of SST on the example of e-services, particulary two types of ATMs. Descriptive statistics is used for investigative purposes. Results have made room for a large number of managarial implications and have created space for future investigations.

• Keywords: samoposlužna tehnologija; samoposlužna djelatnost; krajnji korisnik; Hrvatska
• Language: croatian
• URN:NBN: urn:nbn:hr:148:897005
• 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
• Public note: Ključne riječi dodijelio knjižničar.
• Created on: 2016-11-07 12:12:12