20.500.12556/DKUM-11147 POMEN ZADOVOLJSTVA PRODAJNEGA OSEBJA V TRGOVSKEM CENTRU MERKUR LUCIJA THE SATISFACTION IMPORTANCE OF SALES PERSONNEL IN Namen mojega diplomskega dela je poudariti pomen zadovoljstva prodajnega osebja kot pomemben dejavnik oblikovanja uspešnega promocijskega spleta. Saj menim, da je zadovoljstvo zaposlenih ključnega pomena za oblikovanje uspešne osebne prodaje. Zastavila sem si izmeriti zadovoljstvo prodajnega osebja v izbranem Mekurjevem centru- Merkur Lucija. Prvi in tudi obsežnejši del moje diplomske naloge sem namenila opredelitvi in poglobitvi zadovoljstva zaposlenih. Saj menim, da poznavanje teoretične podlage na tem področju lahko veliko pripomore k izboljšanju produktivnosti zaposlenih. V drugem delu želim predstaviti osebno prodajo in značilnosti uspešnega prodajalca. Korelacija prvega in drugega dela je v misli, da uspešno prodajo lahko opravi le uspešen prodajalec. Prodajalec je lahko uspešen, le če je s svojim delom zadovoljen. Predpostavko, torej da obstaja vzročno posledični odnos med zadovoljstvom prodajnega osebja v TC Merkur Lucija in zadovoljstvom kupcev s prodajnim osebjem, želim potrditi oziroma ovreči na podlagi dveh vprašalnikov. In sicer prvim, ki je namenjen merjenju zadovoljstva prodajnega osebja in drugim, ki je namenjen kupcem. Odločila sem se da bom vprašana kupcem oblikovala tako, da se nanašajo na prodajno osebje. Kot prvo me je zanimalo kaj sploh zadovoljstvo je, v zvezi z delom se najdem v Lešnikovi definiciji : << Nekdo, ki ni zadovoljen na delovnem mestu, ne bo imele neke posebne motivacije za opravljanje svojega dela. Ni pa že samo zadovoljstvo zagotovilo, da bo nekdo motiviran za opravljanje svojega dela. Seveda ja pa pri zadovoljnem posamezniku večja verjetnost, da bo delo opravljal z dodatno mero motivacije>>. Na podlagi zgoraj navedene definicije lahko razberemo, da je motivacija ključnega pomena. Iz tega razloga sem ta pojem podrobneje predstavila v zvezi z zaposlenimi in korelacijo zadovoljstva le teh s kupci. Kakor sem že omenila zato, da ugotovim ali obstaja vzročno posledični odnos med zadovoljstvom kupcev in zadovoljstvom zaposlenih sem sestavila dva niza vprašanj namenjena enim in drugim. Anketa namenjena zaposlenim se torej nanaša na dejavnike, ki neposredno vplivajo na motivacijo. Anketa kupcem pa na zadovoljstvo z delom zaposlenih. Kakor predhodno prikazano rezultati kažejo, da so kupci razmeroma zadovoljni z delom zaposlenih vendar so zaposleni nekoliko manj zadovoljni s svojim delom. Glavna dejavnika nezadovoljstva sta plača in možnost napredovanja, kar v dolgem roku lahko pripelje zaposlene do manjše motivacije pri svojem delu. Manjša motivacija torej lahko vpliva na zadovoljstvo zaposlenih in posredno na zadovoljstvo kupcev. V tem primeru je potrebno zavzemanje vodstva in vodij posameznic trgovskih centrov , da zagotovijo učinkovitejši sistem motiviranja zaposlenih. The purpose of my Thesis is to highlight the importance of satisfaction of sales personnel as an important factor in creating a successful promotion. I believe that employee satisfaction is key to building a successful private sale. I have set to measure the satisfaction of sales personnel in the selected Mekur center-Merkur Lucjia. The first and the broader part of my Thesis I have to define and deepen the satisfaction of employees. I believe that the theoretical knowledge base in this area can be much help to improve the productivity of employees. In the second part, I want to present the personal characteristics of a successful sale and the seller. Correlate the first and second part is the thought that a successful sale can be made only successful vendor. The seller can be successful only if it is satisfied with his work. Assumption, namely that there is a correlation between satisfaction sales staff in TC Merkur Lucija and the satisfaction of customers by sales staff, I wish to confirm or rebut, on the basis of two questionnaires. In the first, which is designed to measure the satisfaction of sales personnel and second, which is aimed at customers. I have decided that I asked the buyer in such a way so that they relate to sales personnel. As first I was interested in what is satisfaction , in relation to the part of the Lešnik definition: Someone who is not satisfied in the workplace, will not have a specific motivation to carry out their work. It is not just the satisfaction guarantee that someone will be motivated to carry out their work. Of course, intervention in individual success is more likely, that the work carried out by an additional degree of motivation. Based on the above definition shows that the motivation is crucial. For this reason I presented this concept in more detail in relation to employees' satisfaction and correlating them with the customers. As I have already mentioned that in order to find whether the customer satisfaction associated with the satisfaction of employees, I drew up two sets of questions for one and other. Survey to employees, therefore, relate to factors that directly affect motivation. Survey for customers on satisfaction with the work of employees. As previously is shown, results show that the buyers are relatively satisfied with the work of employees but employees are slightly less satisfied with their work. The main factor of dissatisfaction are paycheck and promotion opportunities, which in the long term can lead to a reduction of employees' motivation in their work. Less motivation therefore may impact on employee satisfaction and, indirectly, to the satisfaction of customers. In this case it is necessary to promote leadership and the heads of individuals shopping centers to ensure effective system of motivation of employees. zadovoljstvo zaposlenih zadovoljstvo kupcev uspešna prodaja motivacija vodstvo satisfaction of sales personal satisfaction of costumers successful sales motivation management true true false [L. Rotter] Slovenski jezik Angleški jezik Diplomsko delo 2009-07-06 16:53:50 2010-02-22 13:08:26 2022-04-11 23:32:54 2022-04-17 03:32:35 2009 0 Strunjan 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 10008860 URN:SI:UM:DK:UPS58RBC VS_Rotter_Linda_2009.pdf VS_Rotter_Linda_2009.pdf 1 65439AFA88256CE7C9BB5C0D16B05A34 e2313321120eff4b3f7d7bd8663b3171add4cf9a51490193168c83a2ea31373c 0979918b-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/ddfcbd5a-1adb-427a-bea4-bbed32577924 https://dk.um.si/Dokument.php?lang=slv&id=9746 Ekonomsko-poslovna fakulteta 0 0 0