master's thesis
UTJECAJ PERCIPIRANE KVALITETE USLUGA NA ZADOVOLJSTVO I POVJERENJE KORISNIKA U BANKARSTVU

Ines Vukoja (2016)
University of Split
Faculty of economics Split
Metadata
TitleUTJECAJ PERCIPIRANE KVALITETE USLUGA NA ZADOVOLJSTVO I POVJERENJE KORISNIKA U BANKARSTVU : završni rad
AuthorInes Vukoja
Mentor(s)Mirela Mihić (thesis advisor)
Abstract
Rad opisuje kako percipirana kvaliteta bankarskih usluga utječe na zadovoljstvo i povjerenje potrošača, prema tim uslugama. U teorijskom dijelu rada opisan je pojam ponašanja potrošača, zadovoljstvo potrošača i način njegovog mjerenje, kao i povjerenje potrošača, te indeks povjerenja. Također je opisana kvaliteta usluge, te kako se ona mjeri SERQUAL tehnikom, koja je detaljno objašnjena. U praktičnom dijelu je provedena anketa, te su objavljeni rezultati iste. Anketa je objavljena online, a dala je rezultate o tome kako kvaliteta bankarskih usluga utječe na zadovoljstvo klijenata, te na povjerenje prema toj banci. U globalu, ispitanici nisu zadovoljni kvalitetom bankarskih usluga, te nemaju povjerenja u banke kao financijske institucije. Banke bi trebale poboljšati kvalitetu svojih usluga i više pažnje posvetiti zadovoljstvu svojih potrošača.
KeywordsQuality of services satisfaction trust.
GranterUniversity of Split
Faculty of economics Split
PlaceSplit
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeprofessional
Study levelspecialist graduate
Study programmeManagement; specializations in: Project management, Financial and Tax management, Accounting and Revision
Study specializationFinancial and Tax management
Academic title abbreviationstruč. spec. oec.
Genremaster's thesis
Language Croatian
Defense date2016-09
Parallel abstract (English)
The thesis describes how the perceived quality of banking services affects the satisfaction and trust of consumers, according to those services. In the theoretical section the thesis describes consumer behavior concept, the satisfaction of consumers, and the manner of its measurement, as well as consumer trust, and an index of trust. It is also described the quality of services, and how it is measured with SERQUAL technique, which is explained in detail. In the practical section, survey has been carried out and the results are published. The survey has been published online and has given the results of how the quality of banking services, affects consumer satisfaction, and to trust in the bank. In general, respondents have not been satisfied with the quality of banking services, and have no trust in the banks as a financial institutions. Banks should increase the level of their services and should more look after the satisfaction of their consumers.
Parallel keywords (Croatian)Kvaliteta usluga zadovoljstvo povjerenje.
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:124:451474
CommitterIvana Gizdić