POVEZANOST ULAGANJA U KVALITETU USLUGE I USPJEŠNOSTI POSLOVANJA

master's thesis

• Title (english): THE COHERENCE BETWEEN INVESTMENT IN SERVICE QUALITY AND BUSINESS PERFORMANCE
• Author: Ana Marić
• Mentor: Jasna Prester (mentor)
• Committee member: Ana Aleksić (predsjednik povjerenstva)
• Committee member: Tomislav Hernaus (član povjerenstva)
• Granter: University of Zagreb; Faculty of Economics and Business; (Department of Organization and Management); Zagreb
• Defense date and country: 2020-07-03, Croatia
• Scientific / art field, discipline and subdiscipline: SOCIAL SCIENCES; Economics; Organization and Management

Abstract

Svrha ovog diplomskog rada je teorijski i empirijski istražiti koncept i povezanost između troška ulaganja, kvalitete usluge i uspješnosti poslovanja te definirati čimbenike koji utječu na funkcionalnost svih procesa. Sustavno se obrađuju i analiziraju podaci iz izvora koji se bave problematikom pružanja usluga i unaprjeđivanjem poslovanja.
Empirijsko istraživanje provedeno je metodom anketnog upitnika na uzorku korisnika financijskih usluga banke. Kroz niz pitanja saznajemo koji su kriteriji uvjet za postizanje određene razine kvalitete, zbog čega klijenti postaju lojalni te kakvo poduzeće je zaista uspješno u svom poslovanju.
Dobiveni rezultati uspoređeni su sa financijskim pokazateljima uspješnosti u bankarskom sektoru. No, na prezentirane rezultate svakako su utjecaj imala i ograničenja koje istraživanje ima, a uključuju veličinu uzorka, ograničenost geografskog istraživanja te kratkog vremena u kojem je istraživanje provedeno.

Abstract (english)

The purpose of this thesis is to theoretically and empirically explore the concept and coherence between investment cost, service quality and business performance and to define the factors that affect the functionality of all processes. All information related to the provision of services and business improvements are systematically processed and analyzed.
Empirical research was conducted with survey questionnaire on a sample of users of the bank's financial services. Through a series of questions, we find out which criteria are required for achieving a certain level of quality, why customers become loyal and what kind of company is really successful in its business.
The obtained results were compared with financial performance indicators in the banking sector. However, the presented results were certainly influenced by the limitations of the research, which include the size of the sample, the limited geographical research and the short time in which the research was conducted.

• Keywords: kvaliteta; usluga; klijent; zadovoljstvo; lojalnost
• Keywords (english): quality; service; client; satisfaction; loyalty
• Language: croatian
• URN:NBN: urn:nbn:hr:148:431002
• Study programme: Title: 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 authenticated users
• Created on: 2020-07-14 17:35:03