Analiza zadovoljstva uporabnikov v podjetju Tušmobil d.o.o.

diplomsko delo visokošolskega strokovnega študija

Alma Abdić (Avtor), Goran Vukovič (Mentor)

Povzetek

Zadovoljstvo uporabnikov s storitvijo ali izdelkom ima velik vpliv na ponovne nakupe. Problem nastaja, ko želje potrošnikov niso dobro raziskane. Kaj je tisto, kar zadržuje stare in pritegne nove uporabnike? Namesto dragih marketinških pristopov, lahko izvedemo raziskavo zadovoljstva uporabnikov. Naloga je vsebinsko razdeljena na dva dela: V prvem, teoretičnem, opisujem teorijo zadovoljstva potrošnikov, predstavljam podjetje, segmentiranje in pozicioniranje trga ter podjetja. Navajam tudi raziskovalna vprašanja. Drugi del je prikaz praktičnega dela. Poudarek je na raziskavi trga. Na anketni vprašalnik je odgovorilo 100 naključnih mimoidočih ljudi iz gorenjske regije. Sledi analiza raziskave ter lastno mnenje in predlogi za izboljšanje poslovanja.

Ključne besede

raziskava zadovoljstva;raziskovalna vprašanja;zadovoljstvo potrošnikov;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2010
Izvor:	Kranj
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[A. Abdić]
UDK:	366
COBISS:	6676499
Št. ogledov:	2703
Št. prenosov:	395
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	CUSTOMER SATISFACTION ANALYSIS IN THE TUSMOBIL D.O.O.
Sekundarni povzetek:	A successful company is the one that takes notice of customers wishes. The consumer, though, decides whether to stay true to the company or change allegiance and go to competition. It is of great significance to research consumer satisfaction since such survey offers the business to meet the wishes and needs of the consumer and to monitor the responses to new and already existing services and products. The situation regarding mobile telephony is changing quickly and there are lots of bidders. In my paper I chose a newcomer among mobile operators – Tušmobil – and delved into the satisfaction of their users. The paper is divided into two parts: The first one describes the theory of consumer satisfaction. It introduces the company, the segmentation and positioning of the market and the company. It cites the survey questions. The second part is empirical. The stress is on market research. 100 randomly chosen passers-by from the gorenjska region replied to the questionnaire. This way I obtained first hand information – direct personal contact with buyers and other prospective users is very important. The results of the survey and the analysis follow, the latter is accompanied by graphic representation. In the final part I give opinion and make suggestions as to the future dealings of the company.
Sekundarne ključne besede:	Reserch in satisfaction;research questions;consumer satisfaction;mobile telephony.;
URN:	URN:SI:UM:
Vrsta dela (COBISS):	Diplomsko delo
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	42 f.
Ključne besede (UDK):	social sciences;družbene vede;safeguarding the mental and material necessities of life;socialno delo;socialna pomoč;stanovanje;zavarovalstvo;consumerism;potrošništvo;
ID:	1001845