Zadovoljstvo odjemalcev v Steklarstvu Mlakar, s. p.

delo diplomskega projekta

Lara Kos (Author), Borut Milfelner (Mentor)

Abstract

Delo diplomskega projekta temelji na raziskavi zadovoljstva odjemalcev v Splošnem steklarstvu in uokvirjanju slik Slavko Mlakar, s. p. Zadovoljstvo odjemalcev je ključnega pomena za obstoj, razvoj in doseganje ciljev podjetja, predstavlja pa tudi konkurenčno prednost. Ker imajo odjemalci različna pričakovanja, potrebe, želje, zaznavanja glede vrednosti in kakovosti izdelkov oz. storitev, je naloga podjetja, da prepozna in izpolni pričakovanja, potrebe in želje svojih odjemalcev, kajti le tako bodo ti zadovoljni in se bodo vračali ter ostajali zvesti podjetju. Z raziskavo, ki smo jo izvedli s pomočjo anketnega vprašalnika, katerega je rešilo 70 odjemalcev Steklarstva Mlakar, s. p., smo želeli ugotoviti splošno zadovoljstvo odjemalcev podjetja in prepoznati prednosti podjetja ter možnosti za izboljšave. Rezultati raziskave so pokazali, da so odjemalci na splošno zelo zadovoljni s podjetjem in da so do podjetja zvesti. Kakovost izdelkov in storitev, ki jih nudi podjetje, so ocenili za zelo visoko, kakor tudi kakovost ostalih dejavnikov, ki vplivajo na njihovo zadovoljstvo. Prav tako so odjemalci ocenili, da so zaposleni v podjetju zelo prijazni, izkušeni, komunikativni, pripravljeni svetovati in strokovno usposobljeni. Pred raziskavo smo si zastavili tudi pet hipotez, od katerih smo, s pomočjo analize rezultatov raziskave eno zavrnili, štiri pa potrdili.

Keywords

odjemalci;kupci;zadovoljstvo;vedenje porabnikov;storitve;kakovost;

Data

Language:	Slovenian
Year of publishing:	2020
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[L. Kos]
UDC:	658.89
COBISS:	38007299
Views:	443
Downloads:	77
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Customers satisfaction in Steklarstvo Mlakar, s. p.
Secondary abstract:	The project is based on the research of customers satisfaction in Splošno steklarstvo in uokvirjanje slik Slavko Mlakar, s. p. Customer satisfaction is crucial for the existence, development and achievement of the company's goals, but it can also be a source for competitive advantage. Since customers have different expectations, needs, desires, perceptions about the value and quality of products or services, it is important for the company to recognize and meet their expectations, needs and desires. Only in this case customers will be satisfied, will return and be loyal to the company. With a survey conducted on 70 customers of Steklarstvo Mlakar, s. p., we wanted to explore the overall satisfaction of the customers and identify the company's strengths and opportunities for improvements. The results of the survey showed that customers are generally satisfied with the company and that the company has loyal customers. The quality of products and services offered by the company was assessed as very high, as well as the quality of other factors that affect customers satisfaction. Customers also rated the employees as friendly, experienced, communicative, willing to advise and professionally trained. Before the research, we set five hypotheses, of which, through the analysis, we rejected one and confirmed four.
Secondary keywords:	satisfaction;customer;quality;service;
Type (COBISS):	Diploma project paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	II, 34 str., 3 str. pril.
ID:	11960890