Zadovoljstvo potrošača u B2C elektroničkoj trgovini

master's thesis

• Title (english): Satisfaction of consumer in B2C electronic trade
• Author: Marina Posavec
• Mentor: Nikola Knego (mentor)
• 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 istraživanje povjerenja kupaca u elektroničkoj trgovini putem Web servisa eBay. eBay je Web servis koji svojim korisnicima pruža online uslugu kupnje i prodaje putem aukcija ili prema zaključenim cijenama. Cilj ovog rada je definirati zadovoljstvo potrošača kvalitetom usluge, vrijednost za kupca te pobliže objasniti funkcionalnost elektroničke kupovine, primjenu eBaya te njegove glavne prednosti i nedostatke. Provedenim anketnim istraživanjem iznijet će se rezultati o pitanjima vezanim uz navike korisnika vezane uz korištenje Interneta te stavovi i ponašanja ispitanika u korištenju Web servisa za eBay. Bitno je naglasiti da budućnost trgovine leži u prodaji putem Interneta upravo zbog velikih ušteda u vremenu te njezine jednostavnosti i istraživanja pokazuju kako svakim danom sve više raste broj korisnika elektroničke trgovine.

Abstract (english)

Theme od this thesis is a survey of consumer confidence in electronic commerce through web service eBay. eBay is a Web service that provides its users with the online service of buying and selling through auctions or the concluded prices. The aim of this thesis is to define consumer satisfaction with quality of service, consumer satisfaction and to explain the functionality of e-commerce, application of eBay and its main advantages and disadvantages. The conducted survey research will fetch the results on issues related to user habits related to Internet use and the attitudes and behavior of respondents in using Web services for eBay. It is important to emphasize that the future lies in store sales over the Internet because of the large savings in time and its simplicity and research shows that every day there is a growing number of users of electronic commerce.

• Keywords: elektronička trgovina; eBay; zadovoljstvo potrošača; vrijednost za kupca; anketno istraživanje
• Keywords (english): electronic commerce; eBay; consumer satisfaction; value for the customer; survey
• Language: croatian
• URN:NBN: urn:nbn:hr:148:004053
• 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: 2016-11-07 13:08:06