Naslov
RESEARCH OF THE CUSTOMER SATISFACTION WITH RETAIL PETROL STATION SERVICES

Autori
Pavković Barki, Jasmine ; Vrdoljak, Ivana

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
TRADE PERSPECTIVES 2018 Contemporary aspects and role of international trade / Baković, Tomislav ; Naletina, Dora ; Knežević, Blaženka - Zagreb : Ekonomski fakultet Sveučilišta u Zagrebu, 2018, 287-300

ISBN
978-953-346-070-3

Skup
Trade Perspectives 2018: Contemporary Aspects and Role of International Trade

Mjesto i datum
Zagreb, Hrvatska, 28.11.2018. - 29.11.2018

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Customer satisfaction ; customer relationship management ; quantitative research

Sažetak
The purpose of the paper is to investigate total customer satisfaction with petrol station services. Through a literature review, a theoretical framework has been provided to help create a survey questionnaire aimed to addressing the determinants of total satisfaction when purchasing at petrol stations. Customer satisfaction is a long-term process founded on thorough research on customers’ problematic, behavioral and customer preferences, as well as quality-led customer relationship management. The research was conducted in April, 2015, at two anonymous gas stations, and the respondents were exclusively Croatian speakers. The questionnaire survey included 990 respondents, and the survey results show that 93% of respondents were extremely satisfied during their purchase at the observed petrol stations. Further results point to the deficiencies of certain determinants such as customers’ dissatisfaction with prices, working hours of the petrol stations and impolite staff. The foregoing findings are the basis for creating practical implications that will help shape a business strategy whose goals are to fully meet customer needs and capture new market segments.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA