20.500.12556/DKUM-14923 KAKOVOST ZAPOSLENIH V POTOVALNIH AGENCIJAH V SLOVENIJI QUALITY OF EMPLOYEES IN TRAVEL AGENCIES IN SLOVENIA V diplomskem seminarju z naslovom »Kakovost zaposlenih v potovalnih agencijah v Sloveniji« obravnavamo zaposlene v potovalnih agencijah, in sicer njihovo za stroko relevantno splošno znanje (geografije), izkušnje, poznavanje storitev in odnos do strank. Glavni cilj diplomskega dela je bilo ugotoviti, kakšen pristop do strank uporabljajo zaposleni in na osnovi spoznanj izdelati predloge za izboljšanje trenutne situacije. V teoretičnem delu tega zaključnega dela smo opisali pojem kakovosti storitev in predstavili pomen standardov kakovosti. Nato smo se osredotočili na management kadrov, kjer smo se dotaknili pomena zaposlenih v storitveni dejavnosti ter prodajnega osebja in njihovih osebnostnih lastnosti, veščin in izobrazbe ter izkušenj. V nadaljevanju smo obravnavali še zadovoljstvo kupcev ter dejavnikov, ki vplivajo nanj. S pomočjo teoretičnih dognanj smo želeli vsem temo malce bolj približati. Ker smo na podlagi osebnih izkušenj v preteklosti predpostavljal, da je kakovost kontaktnega osebja v potovalnih agencijah v pretežni meri nezadostna, smo v praktičnem delu diplomskega seminarja opravili raziskavo s pomočjo metode skritega kupca, s katero smo potrdili osnovno trditev diplomskega dela. Sklepni del naloge predstavljajo priporočila, kaj in kako v analiziranih agencijah izboljšati, da bi dosegli boljšo kakovost storitev ter s tem višje zadovoljstvo kupcev. The diploma “The Employees' Quality in Travel Agencies in Slovenia” is a discussion about employees in travel agencies, especially their general knowledge (of geography) which is relevant for the field/profession, their experience, service skills and their relationship to costumers. The priority in the diploma is employees’ behaviour towards costumers and forming suggestions to improve current situation. The theoretical part provides our description/definition of service quality and presents the quality standards. We focused on management of personnel, the significance/role of sales personnel and employees in service industry, and also on their character, skills, education and experience. Furthermore, we discussed buyers’ satisfaction and factors which influence it. On the basis of our theoretical findings, we wanted to enlighten the subject to the others. Presupposed from our own experience, the quality of contact staff in travel agencies is mostly low. Therefore, we confirmed the diploma’s basic statement in the practical part by using a method of secret/hidden buyer. The last part consist of recommendations how to improve the service quality and buyers’ satisfaction in the analysed travel agencies. Kakovost prodajno osebje potovalne agencije poznavanje storitev odnos do strank pomen zaposlenih in zadovoljstvo kupcev. Quality sales personnel travel agencies service skills relation to costumers the significant of employees and costumers’satisfaction. true true false [U. Vodlan] Slovenski jezik Angleški jezik Delo diplomskega seminarja/zaključno seminarsko delo/naloga 2010-07-27 10:53:45 2011-01-06 11:33:16 2022-04-12 22:26:15 2023-12-18 03:08:12 2010 0 Velenje 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.336.3 10505244 URN:SI:UM:DK:OG8QHX5J VS_Vodlan_Urska_2010.pdf VS_Vodlan_Urska_2010.pdf 1 3AA682A8222641BFD2B1BF8007BA0901 976cf511f039a79ffbbefe45520ec86e2b20d6c48b45b6e275b72be023e8f52d 45c52bc3-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/b28416a4-e3dc-4eba-b632-1ec0f6f05235 https://dk.um.si/Dokument.php?lang=slv&id=16204 Ekonomsko-poslovna fakulteta 0 0 0