20.500.12556/DKUM-11942 ZADOVOLJSTVO ODJEMALCEV GOSPODINJSKIH APARATOV V PODJETJU GORENJE, D.D. VELENJE CUSTOMERS SATISFACTION OF HOUSHOLD APPLIANCES IN THE ENTERPRISE GORENJE, D.D. VELENJE Zadovoljstvo odjemalcev je za podjetje ključnega pomena. Na tržišču je prisotna močna konkurenca, zato zadovoljiti odjemalce za podjetja predstavlja precej obsežno in zahtevno nalogo. Poznavanje odjemalcev, njihovih želja, potreb, navad in predvsem hitro in učinkovito prilagajanje na spremembe v okolju, predstavljajo v današnjih razmerah na trgu ključ do uspeha. Gorenje, d.d., Velenje je eno izmed najuspešnejših slovenskih podjetij, ki delujejo v panogi bele tehnike in so prisotni tudi na številnih tujih trgih. V diplomskem delu sem predvsem želela ugotoviti stopnjo zadovoljstva odjemalcev s posameznimi dejavniki pri izbiri gospodinjskih aparatov Gorenje ter pomembnost posameznih dejavnikov za odjemalce. Rezultati so pokazali, da so pričakovanja odjemalcev visoka in so anketirani odjemalci na splošno zadovoljni z omenjenimi dejavniki, kar predstavlja dobre temelje za uspešno poslovanje podjetja v prihodnosti. Če povzamemo dejstva, ugotovimo, da je za uspeh podjetja potrebno ujemanje želj in pričakovanj odjemalcev s ponudbo podjetja. Satisfaction of customers is of vital importance. At present there is a strong competition at the market and to satisfy customers represents quite an extensive and demanding task. Knowledge about customers, their desires, needs, habits, and in particular the rapid and efficient adaptation to changes in the environment, representing the current market situation is the key to the success. Gorenje, d.d., Velenje is one of the most successful Slovenian companies operating in the industry and their white goods are present in many foreign markets. In my diploma work, I have mainly wanted to determine the level of customers' satisfaction with the individual factors in the choice of Gorenje household appliances and the importance of individual factors for customers. The results have shown that customers' expectations are high and the customers interviewed were generally satisfied with the above factors which represent a good basis for the successful business operations in the future. To sum up the facts, we find that it is necessary for the success of the company match the wishes and expectations of customers with the supply of the company. Ključne besede: prodaja management prodaje analiza uspešnosti prodaje zadovoljstvo odjemalcev zvestoba odjemalcev merjenje zadovoljstva anketni vprašalnik Gorenje d.d. Velenje. sale sales management sales performance analysis customers' satisfaction customers' loyalty measuring of satisfaction questionnaire Gorenje d.d. Velenje. true true false [N. Ledinek] Slovenski jezik Angleški jezik Diplomsko delo 2009-09-25 12:00:01 2010-02-11 12:24:25 2022-04-12 07:05:01 2022-04-18 03:34:41 2009 0 Gaberke 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 339.138 507432 URN:SI:UM:DK:RQ26TRDG UNI_Ledinek_Nina_2009.pdf UNI_Ledinek_Nina_2009.pdf 1 74868F1E956A0FC05A7950EC97FEC8C2 e355b938d1ec059ca9b84017906252a3d8ceed7da8a982fd1010b7238536000f 450f9e23-7c03-11eb-bb7a-00155d0001ca 20.500.12556/dkum/ce3fa2f7-fb80-4a49-9e15-753ae97db117 https://dk.um.si/Dokument.php?lang=slv&id=10971 Ekonomsko-poslovna fakulteta 0 0 0