diplomsko delo
Metka Linasi (Author), Bruno Završnik (Mentor)

Abstract

Cilj vsakega podjetja je doseči zadovoljstvo kupcev, kajti zadovoljni kupci so pravo bogastvo podjetja. Vendar to ni lahko, saj so podjetja soočena na eni strani z močno konkurenco, na drugi strani pa z vedno bolj zahtevnimi kupci, ki želijo za svoj denar dobiti kar največ. In prav zaradi naraščajoče konkurence je vedno bolj pomembno, da si podjetja prizadevajo čim bolje spoznati svoje kupce, njihova pričakovanja ter čim bolje zadovoljiti njihove potrebe, kajti le zadovoljni kupci bodo ostali zvesti podjetju in se bodo vanj ponovno vračali. Na zadovoljstvo kupcev vpliva skupina dejavnikov in ne le samo kakovost in cena izdelka. Zato je pomembno, da se podjetje teh dejavnikov zaveda in jih upošteva pri uresničevanju svoje poslovne strategije. Le tako bo lahko kupcem zagotovilo večjo mero zadovoljstva in s tem tudi večjo mero njihove zvestobe. Analiza rezultatov raziskave med kupci podjetja Inter Diskont kaže, da so kupci na splošno zadovoljni s terenskima prodajalnama tako v Krškem kot v Murski Soboti, ki sta bili vključeni v raziskavo, kar predstavlja dobre temelje za uspešno poslovanje podjetja v prihodnosti. Vendar pa so kupci navedli tudi nekaj predlogov za spremembe in nekaj nezadovoljstva z določenimi dejavniki, ki bi jih podjetje lahko spremenilo ter izboljšalo in s tem še povečalo trenutno zadovoljstvo svojih kupcev.

Keywords

zadovoljstvo;kupci;prodajalne;zaznavanje;merjenje;trgovina na drobno;

Data

Language: Slovenian
Year of publishing:
Source: Slovenj Gradec
Typology: 2.11 - Undergraduate Thesis
Organization: UM EPF - Faculty of Economics and Business
Publisher: [M. Linasi]
UDC: 658.811:339.371.22
COBISS: 10018844 Link will open in a new window
Views: 3604
Downloads: 791
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Other data

Secondary language: English
Secondary title: Customer satisfaction in mobil shop Inter Diskont
Secondary abstract: The goal of every company is to accomplish the satisfaction of customers, because satisfied customers are the true wealth of a company. But that is not so easy because on the one hand the companies are faced with a very strong competition and on the other hand there are more and more demanding customers who wish to gain the best for their money. And because of the increase of competition it is important that the companies endeavour to get to know their customers, their expectations and to fulfill their needs as good as possible, because only satisfied customers will stay loyal to the company and will come back again. A lot of things influence on customers, not just price and quality. Companies should know these facts and consider them in their business strategy. Customers should be pleased and their loyalty could be won. The analysis of the result of questionnaire which was taken among customers indicates that customers are generally satisfied with field stores in Krško and Murska Sobota, who were included in the research, which makes foundations for a successful business in the future. However, customers did state some suggestions for changes and some dissatisfaction with certain factors, which company could change and improve and whit that even increase satisfaction of their customers.
Secondary keywords: Customers;customer satisfaction;expectations;perceptions;measuring of customer satisfaction;questionnaire of customer satisfaction;Inter Diskont.;
URN: URN:SI:UM:
Type (COBISS): Undergraduate thesis
Thesis comment: Univ. v Mariboru, Ekonomsko-poslovna fak.
Pages: 42 str.
Keywords (UDC): applied sciences;medicine;technology;uporabne znanosti;medicina;tehnika;communication and transport industries;accountancy;business management;public relations;komunikacije in transport;knjigovodstvo;poslovni menedžment;stiki z javnostjo;business management;administration;commercial organization;poslovni menedžment;administracija;komercialna organizacija;marketing;sales;selling;distribution;prodaja;distribucija;social sciences;družbene vede;economics;economic science;ekonomija;ekonomske vede;trade;commerce;international economic relations;world economy;trgovina;tržišče;marketing;inland trade;internal trade;domestic trade;notranja trgovina;domača trgovina;
ID: 986583