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undergraduate thesis
OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA
završni rad
2020. urn:nbn:hr:124:378642
Vranješ, Sara
University of Split
Faculty of economics Split

Cite this document

Vranješ, S. (2020). OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad (Undergraduate thesis). Split: University of Split, Faculty of economics Split. Retrieved from https://urn.nsk.hr/urn:nbn:hr:124:378642

Vranješ, Sara. "OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2020. https://urn.nsk.hr/urn:nbn:hr:124:378642

Vranješ, Sara. "OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad." Undergraduate thesis, University of Split, Faculty of economics Split, 2020. https://urn.nsk.hr/urn:nbn:hr:124:378642

Vranješ, S. (2020). 'OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad', Undergraduate thesis, University of Split, Faculty of economics Split, accessed 31 December 2024, https://urn.nsk.hr/urn:nbn:hr:124:378642

Vranješ S. OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad [Undergraduate thesis]. Split: University of Split, Faculty of economics Split; 2020 [cited 2024 December 31] Available at: https://urn.nsk.hr/urn:nbn:hr:124:378642

S. Vranješ, "OČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad", Undergraduate thesis, University of Split, Faculty of economics Split, Split, 2020. Available at: https://urn.nsk.hr/urn:nbn:hr:124:378642

Metadata
TitleOČEKIVANJA KUPACA U KONTEKSTU DOSTAVE I POVRATA : završni rad
AuthorSara Vranješ
MentorIvana Kursan Milaković (mentor)
GranterUniversity of Split
Faculty of economics Split
Split
Defense date and country2020, Croatia
Scientific / art field,
discipline and subdiscipline		SOCIAL SCIENCES
Economics
Abstract
Online kupovina jedan je od novijih oblika kupovanja proizvoda i/ili usluga kojeg su potrošači prihvatili vrlo dobro, a svakim danom se povećava broj potrošača koji na taj način zadovoljavaju svoju potrebu za određenim proizvodom. S obzirom da je tržište online trgovine sve popularnije, samim time i konkurencija među online prodavačima raste, te se prodavači trude ostvariti veći profit privlačeći potrošače i zadovoljavajući njihove potrebe na razne načine. Post-kupovne usluge su od velikog značaja za online potrošače, pa se tako prodavači trude biti što konkurentniji u ovom smislu. Svrha ovog rada je bila istražiti očekivanja kupaca u kontekstu dostave i povrata. Rezultati istraživanja pokazuju da brzina dostave i jednostavna mogućnost povrata utječu na zadovoljstvo potrošača i stvaraju namjeru ponovne kupnje. Dodatno, rezultati istraživanja ukazuju na to da dobra komunikacija s online prodavačem nakon obavljene kupnje stvara osjećaj sigurnosti. Rad također daje uvid u zaključna razmatranja, marketinške implikacije, ograničenja rada, te prijedloge za buduća istraživanja
Abstract (english)
Online shopping is one of the newer forms of shopping that has been very well accepted among the consumers. The number of consumers who buy online is increasing each day. Considering that the online market becomes more and more popular, the competition among online sellers is also growing, whereas the sellers are trying to make more profit by attracting consumers online and satisfying their needs in different ways offering various benefits. Post-purchase services are of a great importance to online consumers, therefore sellers are trying to be as competitive as possible. The purpose of this paper was to explore the customer expectations in the context of delivery and returns. The research results show that the delivery speed and the easiness of returning goods influence consumer satisfaction and purchase intention. Additionally, research results indicate that good post-purchase communication with the online retailer creates a sense of security. The paper also provides insights into conclusions, marketing implications, study limitations and suggestions for future research.
Keywords
Keywords (english)
Languagecroatian
URN:NBNurn:nbn:hr:124:378642
Study programmeTitle: Small Enterprise Management
Study programme type: professional
Study level: undergraduate
Academic / professional title: stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije (stručni/a prvostupnik/prvostupnica (baccalaureus/baccalaurea) ekonomije)
Type of resourceText
File originBorn digital
Access conditionsAccess restricted to students and staff of home institution
Terms of useLicence In copyright icon
Created on2020-08-25 10:00:32