Vpliv zadovoljstva strank na doseganje konkurenčne prednosti podjetja

diplomsko delo univerzitetnega študijskega programa

Nina Kos (Avtor), Uroš Kramar (Mentor), Damjan Zupančič (Komentor)

Povzetek

Diplomsko delo opisuje področje storitev za stranke, zadovoljstvo strank in konkurenčno prednost, predvsem pa vlogo logistike v povezavi z vsemi omenjenimi konstrukti. V analitičnem delu smo najprej opisali podjetje IQ lighting, ki se ukvarja s prodajo svetil, sledila pa je poglobljena raziskava. S pomočjo spletne ankete smo ugotavljali povezavo med zadovoljstvom strank, logističnimi storitvami za stranke in konkurenčno prednostjo. Rezultati so pokazali razmeroma visoko stopnjo zadovoljstva strank z logističnimi storitvami kot tudi z izdelki in osebjem. Podjetje IQ lighting ima tudi zelo lojalne kupce, katere v večji meri odražajo nakupovalne navade s stikom prek svetovalca. Stranke so podjetje ocenile kot visoko konkurenčno in obenem takšno, ki nudi dobro podporo svojim strankam. Element pravočasnosti je pri tem pomemben, ni pa prevladujoč. Kljub dobrim rezultatom pa so se pokazale vrzeli, ki so odraz časa, v katerem se nahajamo. Predloge rešitev smo usmerili v fazne spremembe, ki obsegajo: avtomatizacijo obstoječih delovnih procesov, posodobitev spletne trgovine, segmentiranje kupcev, uvedbo oglaševanja, promocijo dodatnih storitev, uvedbo oglaševanja in podobne ukrepe, ki bodo podjetju omogočili pridobiti nove kupce in obenem zagotavljali visoko raven konkurenčne prednosti v dandanašnjem tekmovalnem okolju.

Ključne besede

upravljanje poslovnih procesov;konkurenčna prednost;logistika;kakovost storitev;zadovoljstvo strank;proizvodna podjetja;diplomske naloge;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2021
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FL - Fakulteta za logistiko
Založnik:	[N. Kos]
UDK:	005.6
COBISS:	87159555
Št. ogledov:	315
Št. prenosov:	66
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	The impact of customer satisfaction on the achievement of the company's competitive advantage
Sekundarni povzetek:	The effect of customer satisfaction on achieving competitive advantages for an enterprise The thesis describes the field of customer services, customer satisfaction and competitive advantages, the basic stress being given to the role of logistics in connection with the above areas. The analytical section first describes the QR Lighting enterprise whose field of interest is selling lighting appliances, followed by exhaustive research. An internet survey helped ascertain the connection between customer satisfaction, logistics services for customers, and competitive advantages. The results show a comparatively high degree of satisfaction with logistics services, as well as the products and personnel. The IQ Lighting enterprise has very loyal customers, expressing their shopping practices by contacting the consulting personnel. The customers described the enterprise as having good competitive qualities, all the while giving its customers the desired support. The element of respecting deadlines is important to the customers, but it is not predominant. Despite the positive results there proved to be some omissions, mostly caused by the present times. The suggested solutions include changes in consecutive phases, namely the automatization of the existing working processes, the update of online store, the segmentation of customers, the introduction of marketing solutions, the promotion of additional services, the introduction of advertisement, and other steps that would help the enterprise win new customers, at the same time ensuring a high level of new competitive advantages in the contemporary environment. Key words: customer satisfaction, quality of service, service logistics, competitive advantage
Sekundarne ključne besede:	customer satisfaction;quality of service;service logistics;competitive advantage;
Vrsta dela (COBISS):	Diplomsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Fak. za logistiko
Strani:	VII, 72 str., [1] str. pril.
ID:	13325609