Zadovoljstvo ojemalcev v Wellnessu Orhidelia

delo diplomskega seminarja

Maja Ošlak (Author), Borut Milfelner (Mentor)

Abstract

Wellness Orhidelia je nov svet termalnih užitkov in najprestižnejši del Term Olimia, kjer boste med popolnim razvajanjem vašega telesa in duha doživeli prebujenje ljubezni. Wellness Orhidelia ponuja storitve, ki so v vse hitrejšem in stresnem življenju postale zelo pomembne. Ravno iz teh razlogov smo se odločili za raziskavo, v kateri smo se osredotočili na zadovoljstvo odjemalcev. V teoretičnem delu smo povzeli spoznanja slovenskih in tujih avtorjev s področja zadovoljstva odjemalcev. V empiričnem delu smo postavili hipoteze, izbrali ustrezno metodologijo in izvedli raziskavo. S pomočjo raziskave smo ugotovili trenutno stanje zadovoljstva odjemalcev v Wellnessu Orhidelia. Ugotovili smo, da so odjemalci v splošnem zelo zadovoljni vendar pri posameznih vprašanjih prihaja do odstopanj od pričakovanj zato tudi vse postavljene hipoteze niso bile potrjene. Zaradi vse večje zahtevnosti odjemalcev in vse večjih pričakovanj in konkurence na trgu bodo zaposleni morali izboljšati, kar odjemalcem povzroča nezadovoljstvo, da se bodo le ti vračali in postali zvesti odjemalci. Pomembno je, da podjetje prisluhne svojim odjemalcem, njihovim pričakovanjem, predlogom in pritožbam, saj bodo le tako lahko oblikovali ponudbo, ki bo konkurenčna na trgu in bo zadovoljevala potrebe. Zelo pomembno je, da ponudba Wellessa Orhidelia ustreza pričakovanjem njihovih odjemalcev.

Keywords

odjemalec;uporabniki;zadovoljstvo;merjenje;storitve;ponudba;wellness;

Data

Language:	Slovenian
Year of publishing:	2010
Source:	Maribor
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[M. Ošlak]
UDC:	658.89
COBISS:	10543644
Views:	2812
Downloads:	398
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Customer satisfaction in Wellness Orhidelia
Secondary abstract:	Wellness Orhidelia is a new world of thermal delights and the most luxurious part of Terme Olimia where you, meanwhile totally spoiling your body and soul, experience the awakening of love. Wellness Orhidelia offers services which have, in fast and stressful life, became of great importance. Above all, we have decided for this research in which we focused on consumer satisfaction. In the theoretical part we summarized cognitions of Slovene and foreign authors from the field of consumer satisfaction. In the empirical part the hypotheses were set, appropriate methodology was chosen and the research was carried out. By means of the research we discovered momentary consumer satisfaction in Wellness Orhidelia. What we found out was that consumers are very satisfied in general, however at some questions the answers deviate from expected, so in this respect not all hypotheses were confirmed. Because consumers are getting more and more demanding, expectations keep growing and even competition on the market, employed will have to improve the things consumers are dissatisfied with in order to keep them coming back and becoming faithful consumers. What is important is that the company listens to its consumers, their expectations, proposals and complaints as only in this way they will be able to form the competitive offer on the market which will satisfy needs. It is of great importance that the offer of Wellness Orhidelia suits their consumer’s expectations.
Secondary keywords:	Consumer;satisfaction;service;level of satisfaction;consumer’s expectations;measurement of satisfaction;measuring methods;question survey;Wellness Orhidelia.;
URN:	URN:SI:UM:
Type (COBISS):	Final seminar paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	45 str., 8 str. pril.
Keywords (UDC):	applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;marketing;sales;selling;distribution;prodaja;distribucija;
ID:	1012932