Odnosi med zaposlenimi na delovnem mestu in zadovoljstvo strank v storitvenem podjetju

diplomsko delo

Benjamin Curk (Author), Tomica Dumančič (Mentor)

Abstract

Cilj diplomskega dela je bil, da z rezultati raziskav in pravilnimi metodami dosežemo boljše odnose med zaposlenimi in posledično večje zadovoljstvo strank. Namen diplomske naloge je bil ugotoviti kakšna je organizacijska klima v organizaciji in kako to vpliva na stranke, ki organizacijo obiskujejo z namenom, da jim le ta opravi želene storitve. Med zaposlenimi in strankami smo izvedli raziskavo s pomočjo anketnega vprašalnika, ki je služil za raziskavo organizacijske klime, medsebojnih odnosov med zaposlenimi in zadovoljstva strank. Z rezultati raziskave in ustreznimi spoznanji smo pripravili konkretne predloge vodstvu podjetja za izboljšanje organizacijske klime, medsebojnih odnosov med zaposlenimi in zadovoljstva strank. V raziskavi so sodelovali vsi zaposleni podjetja Maxisport d.o.o. in naključne stranke v podjetju

Keywords

diplomske naloge;organizacijska klima;zadovoljstvo zaposlenih;merjenje klime;zadovoljstvo strank;

Data

Language:	Slovenian
Year of publishing:	2018
Typology:	2.11 - Undergraduate Thesis
Organization:	UNG PTF - Faculty of Engineering and Management
Publisher:	[B. Curk]
UDC:	331.1
COBISS:	5298683
Views:	3471
Downloads:	198
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Relations between employees at the workplace and customer satisfaction in service company
Secondary abstract:	The aim of the diploma thesis was to achieve better relations between the employees and greater customer satisfaction with the results of the research and using the correct methods. The purpose of this diploma thesis was to determine the organizational climate in the selected organization and how this affects customers who visit the organization in order to achieve the best customer experience. We conducted a survey among employees and customers, which was used for researching the organizational climate, mutual relations between employees and customer satisfaction. With the results of the research and the relevant findings, we prepared concrete proposals for the management of the organization, which can help to improve the organizational climate, mutual relations between employees and customer satisfaction. All employees of the company Maxisport d.o.o. and random customers were participated in the survey.
Secondary keywords:	Organizational climate;employee satisfaction;organizational climate measurement;customer satisfaction;
URN:	URN:SI:UNG
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Univ. v Novi Gorici, Poslovno-tehniška fak.
Pages:	XI, 45 str.
ID:	10961400