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master's thesis
Zadovoljstvo korisnika mobilnim uslugama
Pula: University of Pula, 2019. urn:nbn:hr:137:315158
Obadić, Nikolina
University of Pula
Faculty of Informatics in Pula

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Obadić, N. (2019). Zadovoljstvo korisnika mobilnim uslugama (Master's thesis). Pula: University of Pula. Retrieved from https://urn.nsk.hr/urn:nbn:hr:137:315158

Obadić, Nikolina. "Zadovoljstvo korisnika mobilnim uslugama." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:315158

Obadić, Nikolina. "Zadovoljstvo korisnika mobilnim uslugama." Master's thesis, University of Pula, 2019. https://urn.nsk.hr/urn:nbn:hr:137:315158

Obadić, N. (2019). 'Zadovoljstvo korisnika mobilnim uslugama', Master's thesis, University of Pula, accessed 24 April 2024, https://urn.nsk.hr/urn:nbn:hr:137:315158

Obadić N. Zadovoljstvo korisnika mobilnim uslugama [Master's thesis]. Pula: University of Pula; 2019 [cited 2024 April 24] Available at: https://urn.nsk.hr/urn:nbn:hr:137:315158

N. Obadić, "Zadovoljstvo korisnika mobilnim uslugama", Master's thesis, University of Pula, Pula, 2019. Available at: https://urn.nsk.hr/urn:nbn:hr:137:315158

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Metadata
TitleZadovoljstvo korisnika mobilnim uslugama
Title (english)Customer Satisfaction with Mobile Services
AuthorNikolina Obadić
MentorDarko Etinger (mentor)
Committee memberTihomir Orehovački (predsjednik povjerenstva)
Committee memberDarko Etinger (član povjerenstva)
Committee memberGoran Oreški (član povjerenstva)
GranterUniversity of Pula
(Faculty of Informatics in Pula)
Pula
Defense date and country2019-06-19, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Information and Communication Sciences
Information Systems and Information Science
Abstract
SEM metoda postala je standardna praksa koju koriste istraživači najčešće sa područja marketinga i managementa. Pomoću te metode analiziraju se efekti između latentnih varijabli. Danas postoji mnogo različitih softvera koji automatizmom, već ugrađenim funkcijama, izračunavaju sve potrebne informacije koje se dalje koriste kod definiranja različitih ponašanja kupaca, a jedno od njih je Customer Satisfaction Indeks ili CSI. CSI modela danas razvija gotovo svaka država koja ima veliko tržište usluga i proizvoda i želi znati u kakvom je stanju to tržište i što se očekuje od njega kako bi ga dalje unapređivala i poboljšavala na zadovoljstvo kupaca. Često različite države razvijaju vlastite indekse da bi što bolje prilagodili vrijednosti i pravila vlastitim kupcima ili potrošačima ali svima je zajednička baza koja je nastala u Švedskoj. U ovom radu teorijski i na primjeru istraživanja pomoću anketnog upitnika želi se mjeriti zadovoljstvo kupaca mobilnim uslugama. U istraživanju korišten je programski alat SmartPLS 3.0 i izračunava se američki indeks zadovoljstva kupaca.
Abstract (english)
The SEM method has become a standard practice used by researches most often in the field of marketing and management. Using this method the effects of latent variables are analyzed. Today, there are many different software that used automate functions to calculate all the information needed to further define different customer behavior, one of which is CSI. Nearly every country develops the CSI model which has a large market of services and products wants to know what the market is and what it is expected to fit to further improve and improve its customer satisfaction. Often different countries develop their own model to better tailor the value and rules to their own customers or consumers, but to everyone is common basic that has been developed in Sweden. In this paper, on the example of the research and theoretical the survey questionnaire aims to measure customers satisfaction with mobile services. The study tool which was used was the SmartPLS 3.0 software and it was calculated by the ACSI.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:137:315158
Study programmeTitle: Informatics; specializations in: Informatics
Course: Informatics
Study programme type: university
Study level: graduate
Academic / professional title: MAGISTAR/MAGISTRA INFORMATIKE - MAG.INF. (MAGISTAR/MAGISTRA INFORMATIKE - MAG.INF.)
Type of resourceText
File originBorn digital
Access conditionsOpen access
Terms of useLicence In copyright icon
RepositoryDigital Repository Juraj Dobrila University of Pula
Created on2019-09-26 13:18:07

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