diplomsko delo visokošolskega strokovnega študija Organizacija in management poslovnih in delovnih sistemov
Eva Mesarič (Author), Matjaž Maletič (Mentor)

Abstract

V diplomskem delu smo predstavili kakovost storitev v podjetju Almatim, d. o. o. Sprva smo v teoretičnem delu opredelili storitve, kakovost storitev, razlike med izdelki in storitvami, nato nadaljevali z dimenzijami kakovosti storitev, modeli za presojo kakovosti storitev in zaključili z izboljševanjem kakovosti storitev. S pomočjo anketnega vprašalnika, ki so ga izpolnili porabniki storitev, smo dobili vpogled v zadovoljstvo z opravljeno storitvijo in podatke primerjali s strukturiranim intervjujem, ki smo ga izvedli z izvajalko storitev. Rezultati so pokazali, da so odjemalci zelo zadovoljni s storitvami, kar pomeni, da so dobro zastavljene in izvedene. Vsi zaposleni si prizadevajo opraviti kakovostno storitev in zadovoljiti pričakovanja porabnikov, saj se bodo ti vrnili oziroma podjetje priporočili svojim znancem. Kljub dobrim ocenam storitev pa mora podjetje pogosto spremljati kakovost, saj je ta ključna za učinkovito poslovanje podjetja.

Keywords

kakovost;kakovost storitev;izboljševanje kakovosti;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [E. Mesarič]
UDC: 005.336.3
COBISS: 7966227 Link will open in a new window
Views: 997
Downloads: 95
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Other data

Secondary language: English
Secondary title: Improving the service quality at Almatim d.o.o.
Secondary abstract: This thesis introduces quality of services in company Almatim, d. o. o. Initially, we’ve defined the services it offers, its quality, difference between products and services they offer and continued with dimension models for assessing the quality of services and concluded with improvements to quality of services. Using the survey questionnaires, which were filled out by users of the service, we've received an insight into the satisfaction of users and compared it with a structured interview that we carried out with the service provider. The results showed that customers are very satisfied with services, meaning, that they were well planned and implemented. All employees strive to provide high quality services and meet consumer expectations, as they might return or recommend the company to their acquaintances. Despite a good assessment of services, company needs to monitor the quality on timely basis, as this is crucial for its efficiency.
Secondary keywords: quality;quality of services;quality improvement;measurement of satisfaction;
URN: URN:SI:UM:
Type (COBISS): Bachelor thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 39 f.
ID: 10863114
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