Zadovoljstvo kupcev s servisno dejavnostjo podjetja X

diplomsko delo

Simon Mlinarič (Avtor), Goran Vukovič (Mentor), Janja Jerebic (Komentor)

Povzetek

Podjetje X je pooblaščen servis, ki se ukvarja z opravljanjem avtomobilskih servisov. V diplomskemu delu raziskujemo zadovoljstvo kupcev s servisno dejavnostjo podjetja X. Zadovoljstvo je namreč eden izmed glavnih pokazateljev uspešnosti prodaje. Z dobrim zadovoljstvom strank pa vplivamo tudi na njihovo zvestobo do podjetja. Dandanes je na trgu vedno večja konkurenca, na cenah pa se pozna vpliv inflacije, zato je zadovoljstvo strank toliko bolj pomembno. V podjetju so zaznali upadanje števila servisov, zato smo se odločili problem raziskati. Podjetje si namreč želi doseči aktivno vračanje svojih kupcev. Namen diplomskega dela je ugotoviti stopnjo zadovoljstva strank s kakovostjo servisnih dejavnosti v podjetju X. V teoretičnem delu naloge smo opredelili značilnosti trga dandanes, zadovoljstvo strank, kako merimo zadovoljstvo in kakšen je pomen zadovoljstva strank. V nadaljevanju predstavimo podjetje X, zaposlene v podjetju X in proces servisa. V raziskovalnem delu smo raziskali, v kolikšni meri so kupci zadovoljni z različnimi storitvami in ali bi ponovno izbrali ta servis. Anketiranje je potekalo po opravljeni storitvi, ko smo našim kupcem posredovali anonimni vprašalnik, v katerem so lahko ocenili opravljeno storitev. Podatke smo nato analizirali s pomočjo statističnega orodja SPSS. Ugotavljamo, da na zadovoljstvo vplivajo sledeči dejavniki: odnos svetovalcev na servisu, kakovost popravila in strošek servisa. Medtem ko stopnja izobrazbe stranke ne igra bistvene vloge. Prav tako smo ugotovili, da med spoloma ni razlik glede zadovoljstva z odnosom svetovalcev na servisu. Naša glavna ugotovitev je, da je zadovoljstvo kupcev s storitvami podjetja X visoko in da se ti želijo vračati.

Ključne besede

zadovoljstvo;odjemalci storitev;servis;

Podatki

Jezik:	Slovenski jezik
Leto izida:	2024
Tipologija:	2.11 - Diplomsko delo
Organizacija:	UM FOV - Fakulteta za organizacijske vede
Založnik:	[S. Mlinarič]
UDK:	658.8
COBISS:	198527235
Št. ogledov:	35
Št. prenosov:	4
Ocena:	0 (0 glasov)
Metapodatki:

Ostali podatki

Sekundarni jezik:	Angleški jezik
Sekundarni naslov:	Analysis of customer satisfaction with service in company x
Sekundarni povzetek:	Company X is an authorized service center, responsible for car services. In the thesis, we investigate customer satisfaction with the service activities of company X. Satisfaction is one of the main indicators of sales success. Furthermore, customer satisfaction increases customers’ loyalty to the company. Nowadays, there is more and more competition in the market, and prices are affected by inflation, so customer satisfaction is even more important. Company X noticed a decrease in the number of services, so we decided to investigate the problem. The company wants to achieve an active return of its customers. The purpose of our thesis is to determine the level of customer satisfaction with the quality of service activities in company X. In the theoretical part of the assignment, we defined the characteristics of the todays market, customer satisfaction, how we measure satisfaction and the importance of customer satisfaction. Furthermore, we present company X, the employment structure in company X and the service process. In the research, we investigated the extent to which customers are satisfied with various services and whether they would return to company X. An anonymous questionnaire was sent to our customers, after the service was provided. The data was then analyzed using the statistical tool SPSS. We find that satisfaction is influenced by the following factors: the attitude of the consultants, the quality of the repair and the cost of the service. While the level of education of the customer does not play a significant role. We also found that there are no gender differences in terms of satisfaction with the service advisors' attitude. Our main finding is that customer satisfaction with company X's services is high and they want to keep coming back to company X.
Sekundarne ključne besede:	Zadovoljstvo;Potrošniki;Univerzitetna in visokošolska dela;
Vrsta dela (COBISS):	Diplomsko delo/naloga
Komentar na gradivo:	Univ. v Mariboru, Fak. za organizacijske vede
Strani:	VIII, 45 f.
ID:	21271626