Analiza zadovoljstva odjemalcev v podjetju dm drogerie markt d. o. o.

delo diplomskega projekta

Tajda Plešej (Author), Bruno Završnik (Mentor)

Abstract

Zadovoljstvo odjemalcev predstavlja izjemen pomen za podjetja, zato je treba razumeti in upoštevati mnenja strank ter tako pridobiti podroben vpogled v to, kaj želijo kupci, in bolje prilagoditi svoje storitve ali izdelke, da izpolnijo oz. presežejo njihova pričakovanja. Na splošno lahko pričakujemo, da se bo zadovoljen odjemalec odločil za ponoven nakup in ostal zvest podjetju, kar bo za podjetje pomenilo ustvarjanje dobička na dolgi rok. Ker smo želeli preveriti zadovoljstvo strank v dm drogerie markt, d. o. o., smo izvedli raziskavo s pomočjo anketnega vprašalnika in rezultate analizirali ter dobili vpogled v zadovoljstvo in zvestobo odjemalcev v podjetju in možnosti za izboljšave. Anketiranci so na splošno zadovoljni s podjetjem dm, prevladuje pa nezadovoljstvo glede usposobljenosti kadrov, akcij in brezplačnih vzorčkov.

Keywords

odjemalci;zvestoba;zadovoljstvo;pričakovanja;

Data

Language:	Slovenian
Year of publishing:	2022
Typology:	2.11 - Undergraduate Thesis
Organization:	UM EPF - Faculty of Economics and Business
Publisher:	[T. Plešej]
UDC:	658.89
COBISS:	128864259
Views:	9
Downloads:	0
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	Analysis of customer satisfaction in a company dm drogerie markt d. o. o.
Secondary abstract:	Customer satisfaction is very important for companies, so they have to listen to reviews, gather information about what costumers want and try to match or exceed their expectations. In general we can assume that satisfied customer will become a repeat costumer and stay loyal to our company, which will be beneficial for us long term. Because we wanted to check the customer satisfaction in dm drogerie markt d.o.o., we did a survey, analyzed the results and gained insight into customers mind and possible improvements inside the company. Respondents were in general satisfied with the company DM. But there were some complaints towards free samples, discounts and workers competence.
Secondary keywords:	Customer satisfaction;customer;loyalty;customer expectations.;
Type (COBISS):	Diploma project paper
Thesis comment:	Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages:	II, 27 str., 4 str. pril.
ID:	11980463