delo diplomskega seminarja
Anja Mahne (Author), Borut Milfelner (Mentor)

Abstract

Storitvena podjetja se morajo zavedati pomena zadovoljstva v sodobnem času. Vedno več podjetij se nagiba k temu, a niso prepričana kako se lotiti tematike in kako ukrepati, zato najemajo zunanje izvajalce za raziskavo, ki pa niso povsem seznanjeni s problematiko dotičnega podjetja. Raziskava zadovoljstva odjemalcev je nujna, saj se drugače podjetje ne bo zavedalo problemov, in tako bo upad odjemalcev njihovih storitev. Raziskava zadovoljstva odjemalcev je potekala v hotelu City v Krškem. Rezultati so bili pozitivni, gostje so hotel nadpovprečno ocenili, kar dokazuje, da v podjetju stremijo k popolnosti.

Keywords

odjemalec;uporabniki;zadovoljstvo;merjenje;storitve;hoteli;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [A. Mahne]
UDC: 658.89:640.4
COBISS: 11553308 Link will open in a new window
Views: 1038
Downloads: 100
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Other data

Secondary language: English
Secondary title: Analysis of the satisfaction of hotel guests
Secondary abstract: Companies, especially those in the service industry, have to be aware of the importance of customer satisfaction in the modern world. More and more companies are turning towards this but are not sure how to handle this subject and how to proceed; this is why they hire external contractors to conduct survey. However, contractors are not completely familiar with problems of a certain company. A survey of customer satisfaction is essential, without it the company would quickly get into trouble because it would not be aware of its problems and would face a decline in customers. Hotel City is a market leader on its geographical location but nobody knows when a new competition will establish itself. Beside the market can also change and this is why the company cannot stagnate. Although the company manager was willing to cooperate, she was of the opinion that she knows where the problems are because they are already in the process of improving those factors. The results were surprisingly positive; the guests have rated the hotel above average which proves that the company strives towards perfection.
Secondary keywords: customers;satisfaction;service;expectations;measuring satisfaction;
URN: URN:SI:UM:
Type (COBISS): Final seminar paper
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 37 str., [3] str. pril.
ID: 8726426