Zadovoljstvo kupcev s kakovostjo izdelkov in storitev podjetja Biotopic d.o.o.

diplomsko delo visokošolskega strokovnega študija Organizacija in management delovnih procesov

Resula Halilović (Avtor), Matjaž Maletič (Mentor)

Povzetek

Podjetje Biotopic, d. o. o., meni, da je za uspeh odločilno prisluhniti kupcu, ki je postal bolj ozaveščen in si želi kakovostnih izdelkov in storitev. Namen diplomskega dela je ugotoviti zadovoljstvo kupcev in jim v prihodnosti ponuditi tisto, kar od nas pričakujejo. Zavedamo se, da je za kakovost potrebno veliko truda, let in vztrajnosti. V diplomskem delu smo obravnavali splošna teoretična izhodišča, opisali smo modele za ocenjevanje in izboljšanje kakovosti storitev. Podjetje Biotopic, d. o. o., ponuja izdelke z ekološkimi certifikati kakovosti, zato smo predstavili tudi certifikate za ekološka živila in kozmetiko. V skladu z namenom diplomskega dela smo izvedli anketno raziskavo med kupci v prodajalni Biotopic. Kupci so ocenjevali kakovost izdelkov in storitev v prodajalni ter zadovoljstvo s ponujenim. Odgovarjali so tudi na vprašanja o poznavanju in namenu ekoloških certifikatov. Na osnovi raziskave smo ugotovili, da so kupci s kakovostjo, storitvami in ponudbo zadovoljni, ampak glede na povprečno oceno zadovoljstva je kakovost še vedno mogoče izboljšati. V zaključku diplomskega dela smo navedli nekaj predlogov za izboljšavo kakovosti ponudbe in storitev v prodajalni Biotopic. Kljub temu, da imajo kupci danes na izbiro veliko kakovostnih izdelkov in različnih prodajaln, si želimo, da bi jih vedno več izbralo prav našo. Strinjamo se z navedbo Marolta in Gomiščka (2005), ki pravita, da je kakovost eno od glavnih meril, po katerih ljudje ocenjujejo organizacijo (Marolt in Gomišček, 2005).

Ključne besede

kakovost izdelka;kakovost storitev;zadovoljstva kupca;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2016
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[R. Halilović]
UDK:	005.336.3
COBISS:	7777555
Št. ogledov:	876
Št. prenosov:	74
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	CUSTOMER SATISFACTION WITH THE QUALITY OF PRODUCTS AND SERVICES OF THE COMPANY BIOTOPIC D.O.
Sekundarni povzetek:	Slovenian company Biotopic d.o.o. believes that listening to the customers’ needs is crucial for their success. Customers nowadays are well informed and wants quality products and services. The purpose of the study is to determine customer satisfaction and offer them what they expect from the company in the future. We are aware that quality takes a lot of effort and many years of perseverance. In this thesis are discussed general theoretical frameworks and described models to asses and improve the quality of services. Company Biotopic d.o.o. offers products with certificates of environmental quality, so we have also presented certificates for organic food and cosmetics. According to the purpose of the thesis, we carried out a survey among the customers in the shop Biotopic. Customers were evaluating the quality of products and services in the store, and satisfaction with the offered goods. They have also answered questions about their understanding and purpose of organic certificates. Based on this research, we found out that customers are pleased with quality, service and offer, but according to the average estimate of satisfaction, the quality can still be improved. In conclusion we submitted some proposals to improve the quality of products and services in the shop Biotopic. Despite the fact that today customers can choose among many quality products and a variety of shops we hope that more and more of them choose ours. We agree with the indication Marolt and Gomišček (2005), who said that the quality is one of the main criteria by which people perceive the organization (Marolt and Gomišček, 2005).
Sekundarne ključne besede:	product quality;service quality;customer satisfaction;certificates of environmental quality;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	53 f.
ID:	9165293