Pomen zadovoljstva potrošnikov za uspešnost podjetja

diplomsko delo visokošolskega strokovnega študija Organizacija in management kadrovskih in izobraževalnih sistemov

Katarina Šalić (Avtor), Polona Šprajc (Mentor)

Povzetek

Podjetja želijo biti uspešna, za to pa največ lahko naredijo sama s spremljanjem zadovoljstva svojih kupcev in prilagajanjem njihovim potrebam. Zadovoljne stranke so tiste stranke, ki se vračajo v isto podjetje vedno znova. Poleg tega pa ravno te stranke skrbijo tudi za dobro promocijo. Seveda, če govorimo o zadovoljnih strankah. Zato je potrebno čim bolje prilagoditi svoj prodajni program, urediti prodajne in razstavne prostore in ponuditi ugodno ceno, da se stranke počutijo dobro in poskrbeti, da se vračajo. Podjetja morajo sama poskrbeti tudi za to, da poznajo vse procese, ki potekajo v fazah nakupnega odločanja. Le tako lahko posamezno fazo najbolje izkoristijo in vplivajo že na prednakupno vedenje kupca oziroma potrošnika in tudi kasneje, da znajo pravilno poskrbeti za ponakupno obravnavo stranke. Pomembno je, da so zaposleni dobro strokovno usposobljeni, poleg tega pa imajo razvite odlične komunikacijske sposobnosti in razumevanje za stranke. To lahko dosežemo le tako, da kader stalno izobražujemo in poskrbimo za dobro počutje. Kajti ravno zaposleni so tisti, ki imajo prvi stik s kupcem, in mi moramo poskrbeti, da je le ta čimbolje izkoriščen in prijeten za samo stranko. Zadovoljna stranka pomeni dolgoročno uspešno podjetje.

Ključne besede

zadovoljstvo strank;zvestoba strank;nakupno odločanje;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2013
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[K. Šalić]
UDK:	339.138
COBISS:	7204883
Št. ogledov:	1720
Št. prenosov:	206
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	MEANING OF CUSTOMER SATISFACTION FOR THE COMPANY SUCCESS
Sekundarni povzetek:	It is generally known that all companies want to be successful. And the key to success is monitoring the satisfaction of customers and adapting to their needs. Only satisfied customers are those customers who are coming back to the same company over and over again. Beside that, the same customers will take care for good promotion. If we want that customer feels good, it is necessary to adapt sales program, set up a sales and exhibition spaces, and offer a good price. All those conditions bring customers back to the company. Companies should take care of all the processes in different stages of making purchase decision. This in the only way that they can use the best of each mode and have an impact on the pre-buying behavior of customer and thereafter, that they can properly care for the post -buying deal with customers. It is important that employees are well trained, and in addition, they have to develop excellent communication skills and deep understanding for clients. This can be achieved only by constantly staff education and care of their well-being. Employees are those who have the first contact with the customer, so we have to make sure that the employees give his best all the time and to be pleasant to every single customer. Satisfied customer means a long-term successful business.
Sekundarne ključne besede:	Customer satisfaction;customer loyalty;the success of company;services;the purchase decision.;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	43 f.
ID:	8726204