master's thesis
Consumer protection in function of achieving customer satisfaction

Mladen Roginek (2017)
University North
University centre Varaždin
Department of Business Economics
Metadata
TitleZaštita potrošača u funkciji postizanja zadovoljstva potrošača
AuthorMladen Roginek
Mentor(s)Tanja Kesić (thesis advisor)
Abstract
Potrošači su osobe koje kupuju proizvode i konzumiraju usluge koje su im pružene na određenom tržištu proizvoda ili usluga u određenom trenutku. Potrošači svoje ponašanje usmjeravaju kako bi mogli kupiti proizvode ili konzumirati usluge koje im se nude. Potrošači se trebaju educirati o svojim pravima i obvezama koje imaju prilikom kupnje proizvoda ili konzumiranja usluga, a u tome mi pomaže politika zaštite potrošača. Politika zaštite potrošača unutar Europe počinje se razvijati još nakon Drugog svjetskog rata, ali intenzivniji razvoj započinje od osnivanja Europske unije. Politika zaštite potrošača sastoji se od niza mjera kojima se pospješuju i štite interesi potrošača. Mjere od kojih se politika zaštite potrošača sastoji su namijenjene za: informiranje potrošača, educiranje potrošača o njihovim pravima i obvezama koje imaju, podupiranje određenih organizacija potrošača kako bi se oni mogli štiti, te je omogućeno predstavnicima potrošača da sudjeluju u radu tijela koja odlučuju o njihovim pravima i obvezama. Svaki potrošač ima pravo na svoja potrošačka prava. U svrhu zaštite potrošača u svijetu je doneseno osam temeljnih prava potrošača koja su redefinirana u deset praktičnih i tržišno povodljivih temeljnih načela politike zaštite potrošača. Zadovoljstvo potrošača se može odnositi na njegov pozitivan ili negativan osjećaj nakon upotrijebljenog proizvoda ili usluge, koji mu daje potvrdu da je dobro učinio odabravši baš taj proizvod ili uslugu.
KeywordsConsumer Consumers behavior Consumers protection Consumers satisfaction
Parallel title (English)Consumer protection in function of achieving customer satisfaction
Committee MembersGoran Kozina (committee chairperson)
Anica Hunjet (committee member)
Tanja Kesić (committee member)
GranterUniversity North
Lower level organizational unitsUniversity centre Varaždin
Department of Business Economics
PlaceKoprivnica
StateCroatia
Scientific field, discipline, subdisciplineSOCIAL SCIENCES
Economics
Marketing
Study programme typeuniversity
Study levelgraduate
Study programmeBusiness Economics; specializations in: Tourism and International Trade
Study specializationTourism and International Trade
Academic title abbreviationmag. oec.
Genremaster's thesis
Language Croatian
Defense date2017-03-30
Parallel abstract (English)
Consumers are people who buy products and use services provided on some product or service market in a certain moment. Their behavior is directed towardsbuyingproducts and using services on the market. Consumers should be educated about their rights and obligations which they obtain by shopping. The tool that provides such knowledge is policy of consumers protection. In Europe, policy of consumers protection began to develop after World war II, but only after foundation of European union has started to progress intensively. Policy of consumers protection is defined by a series of measures which are meant to progress and protect consumers' interests. In other words, they are meant to inform and educate consumers about their rights and obligations, to support specific consumer organizations in order to protect their rights, and to enable consumer representatives to take part in activities of legal bodies responsible for consumer rights and obligations. Every consumer is entitled to his consumer rights. There are 8 basic consumer rights in the world, redefined in 10 practical and market appliableprinciples of consumers protection policy, all of which are in service ofprotecting consumers. Consumerssatisfactionrelates to positive or negative reaction to obtainedproducts or receivedservices, thusvalidating or disproving consumers choice of bought product or receivedservice.
Parallel keywords (Croatian)Potrošač Ponašanje potrošača Zaštita potrošača Zadovoljstvo potrošača
Resource typetext
Access conditionOpen access
Terms of usehttp://rightsstatements.org/vocab/InC/1.0/
URN:NBNhttps://urn.nsk.hr/urn:nbn:hr:122:142406
CommitterJasna Kosić