20.500.12556/DKUM-14956 ZADOVOLJSTVO IN ZVESTOBA KUPCEV V PODJETJU Z AVTODELI FERMI D.O.O. SATISFACTION AND LOYALTY TO THE COMPANY WITH CAR PARTS FERMI D.O.O. V diplomskem delu smo raziskali in predstavili kupca, njegove navade ter njegovo zadovoljstvo in zvestobo. Diplomsko delo je razdeljeno na dva dela — teoretičnega in raziskovalnega. V prvem, teoretičnem delu smo s pomočjo literature opredelili temeljne pojme, ki smo jih pojasnili in razčlenili. Ti pojmi so odjemalec, zadovoljstvo, zvestoba, marketing. Izluščili smo nekaj pomembnih podpoglavij, za katere smo menili, da se nanašajo na izbrano tematiko. Pri odjemalcih smo pojasnili, kakšni so lahko odjemalci, njihove lastnosti. Opredelili smo tudi zadovoljstvo in zvestobo. Pri marketingu smo obdelali definicijo in predstavili marketinški splet, za konec pa smo predstavili organizacijo podjetja Fermi d. o. o. V drugem, raziskovalnem delu smo navedli namen in cilj raziskave. Zanimale so nas tudi kupčeve navade, kriteriji ter prepričanja pri nakupovanju nadomestnih avtodelov. To smo ugotavljali na podlagi anketnih vprašalnikov, ki smo jih razdelili v trgovini. Postavili smo hipoteze, pojasnili način zbiranja podatkov in opisali metode, po katerih je raziskava potekala. Povedali smo tudi, kako smo samo anketiranje izvedli. V prvem delu smo predstavili vzorec anketirancev ter predstavili rezultate ankete. Na koncu diplomskega dela smo preverili vseh sedem hipotez ter podali ugotovitve, do katerih nas je pripeljala raziskava in predloge, za katere smo menili, da bi lahko prispevali k izboljšanju poslovanja v samem podjetju Fermi d. o. o., Radomlje. Po raziskavi sodeč smo prišli do ugotovitev, da ima največji vpliv na kupca pri odločitvi za nakup nadomestnih delov cena izdelkov in tudi kakovost izdelka, prav tako je pomembna strokovnost zaposlenih. Z anketo smo ugotovili, da je največ naših kupcev avtomehanikov, ki so nam zvesti že več let in nam bodo tudi v prihodnje ostali zvesti, kar je za nas spodbuda za nadaljnje delo. Velika večina kupcev je pozdravila našo novost, in sicer spletno trgovino. Menijo, da bo nakupovanje lažje, hitrejše in tudi nekoliko cenejše. In this thesis we investigate and present the customer, his habits, and their satisfaction and loyalty. The thesis is divided into two parts – theoretical and research. In the first, theoretical part, we were using literature to identify the fundamental concepts that were explained and analyzed. These concepts are client satisfaction, loyalty, marketing. We highlighted the some of the important chapters, which were considered to pertain to the selected topic. For clients, we can explain what customers and their properties. We have identified the satisfaction and loyalty. When marketers were processed and presented the definition of marketing mix, in the end, we present the organization of the company Fermi d. o. o., Radomlje. In another research work, we stated purpose and objective research. We also wanted the buyer's habits and beliefs criteria when buying replacement car parts. We looked at the questionnaires that were distributed in commerce. We tested the hypothesis, explain how to collect data and describe the methods by which the survey took place. We are also told how the poll was just taken. The first part presents a sample of respondents and outline the results of the survey. At the end of the thesis was tested in all seven hypotheses and presented the findings, which led us to study and suggestions for what we thought we could contribute to improving the business in-house Fermi d. o. o., Radomlje. According to the survey evidence suggests we've come to the conclusion that the biggest impact on the customer in deciding what to buy spare parts product price and product quality but also the professionalism of employees is important. The overwhelming majority of customers will remain loyal to us continues, we see this as an incentive for further work. zadovoljstvo zvestoba marketing odjemalec Satisfaction Loyalty Marketing Client true true false Slovenski jezik Angleški jezik Diplomsko delo 2010-08-06 17:07:56 2010-12-20 14:10:46 2022-04-12 22:27:57 2023-12-18 03:24:03 2010 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6763795 URN:SI:UM:DK:SAS7LSOI VS_Preseren_Matej_2010.pdf VS_Preseren_Matej_2010.pdf 1 0B4825D3621D784BB3DE2E7BAA56867C 081d1e8b6647023eb77a4a53216d0f5c644e783d3330aa52866a2aa161f4b38f 480aaeaa-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/4ba63d50-f854-4318-8355-3cf6f649bf17 https://dk.um.si/Dokument.php?lang=slv&id=16265 Fakulteta za organizacijske vede 0 0 0