Zadovoljstvo strank v podjetju AHAT SERVIS, d.o.o.

diplomsko delo univerzitetnega študija Organizacija in management informacijskih sistemov

Teja Svetelj (Author), Goran Vukovič (Mentor)

Abstract

V diplomski nalogi smo se ukvarjali s problematiko zadovoljstva strank v podjetju AHATServis, d.o.o. Le podjetje, ki ohranja in se trudi za potrošnikovo zadovoljstvo, povečuje in zagotavlja konkurenčnost na trgu. Zadovoljne stranke so velikokrat tudi zveste stranke, vemo pa, da ohranjanje strank stane manj, kot pa pridobivanje novih. V teoretičnem delu diplomske naloge, smo predstavili pojem potrošnika, predstavili pomen zadovoljstva in nezadovoljstva odjemalcev, njegovo zvestobo in možne metode merjenja zadovoljstva. Razumevanje teh pojmov in nakupnega odločanja je nujno potrebno za nadaljnjo raziskavo. V praktičnem delu smo izvedli analizo zastavljenega vprašalnika, ter sprejeli ali zavrnili postavljene hipoteze, na podlagi katerih smo tudi zasnovali vprašalnik. Zadovoljstvo smo ugotavljali na podlagi različnih dejavnikov, ki se nam jih je zdelo pomembno vključiti v obravnavo. Glede na rezultate analize, smo povzeli ključne ugotovitve in predloge za izboljšavo, ki bi podjetju omogočali uspešnejše poslovanje.

Keywords

potrošnik;zadovoljstvo;zvestoba;

Data

Language:	Slovenian
Year of publishing:	2012
Source:	Kranj
Typology:	2.11 - Undergraduate Thesis
Organization:	UM FOV - Faculty of Organizational Sciences
Publisher:	[T. Svetelj]
UDC:	339.138
COBISS:	7086867
Views:	1953
Downloads:	192
Average score:	0 (0 votes)
Metadata:

Other data

Secondary language:	English
Secondary title:	CUSTOMER SATISFACTION IN COMPANY AHAT SERVIS, D.O.O.
Secondary abstract:	In this thesis, we dealt with the issue of customer satisfaction in the company AHATServis, Ltd. Only a company that maintains and strives consumer satisfaction, increases the competitive edge in the market. Satisfied clients are often loyal customers, but we know that retaining customers costs less than acquiring new ones. In the theoretical part of the paper, we introduced the concept of the consumer, outlined the importance of customer satisfaction and dissatisfaction, his loyalty and possible methods of measuring customer satisfaction. Understanding these concepts and the purchase decision is urgently needed for further study. In practical part of the paper, we performed an analysis of the questionnaire and accept or reject our hypothesis, on which we also designed the questionnaire. Satisfaction was determined on the basis of various factors that we found important to include in the study. Given the results of the analysis, we summarized the key findings and suggestions for improvements that would allow better performance of the company.
Secondary keywords:	customer/consumer;satisfaction;loyalty;measuring of the satisfaction;questionnaire;
URN:	URN:SI:UM:
Type (COBISS):	Bachelor thesis/paper
Thesis comment:	Univ. v Mariboru, Fak. za organizacijske vede
Pages:	66 f.
Keywords (UDC):	social sciences;družbene vede;economics;economic science;ekonomija;ekonomske vede;trade;commerce;international economic relations;world economy;trgovina;tržišče;marketing;general questions of trade and commerce;market;splošna vprašanja o trgovanju in trgovini;
ID:	16608