20.500.12556/DKUM-17836 TRŽENJE STORITEV MEJNE ODPRAVE V PODJETJU INTEREUROPA D.D. MARKETING OF BORDER SERVICES IN THE FIRM INTEREUROPA D.D. Uspešno delo organizacije je odvisno od kakovosti storitev, ki jih nudimo našim kupcem. Da lahko dosežemo zastavljene cilje je potrebno vsakodnevno prizadevanje in popolna vdanost vsakega zaposlenega. Vsak zaposleni mora imeti pogum, podporo in priložnost, da je aktiven član prizadevanj za izboljšanje kakovosti storitev. Potrebno je zgraditi kulturo organizacije, katere rezultat mora biti odprtost, poštenost, zaupanje in spoštovanje. Vse to pa opogumlja in daje prispevke pri stalnih izboljšavah kakovosti. Značilnosti storitev vplivajo na to, da je njihovo kakovost težje opredeliti kot kakovost izdelkov. Značilnosti storitev nam onemogočajo postaviti jasne standarde za ocenjevanje njihove kakovosti, zato so največkrat ocenjeni subjektivno.. Odjemalec oceni kakovost storitve kot razliko med pričakovanji, ter dejansko doživeto storitvijo, kar je prikazano z merjenjem zadovoljstva kupcev. Z zagotavljanjem pozitivne razlike postane storitev privlačna za kupce ob upoštevanju vseh faktorjev pri merjenju kakovosti storitev. Zadovoljstvo porabnikov storitev izhaja iz procesa nakupnega odločanja posameznega kupca. Sposobnost podjetja zadovoljiti svoje kupce je najpomembnejša naloga vseh zaposlenih v podjetju. Glede na pomembnost zadovoljevanja kupcev je potrebno imeti sistem za sistematično merjenje zadovoljstva kupcev. Doseganje zadovoljstva kupcev je pomembno za razumevanje odnosov med kupci in zaposlenimi. Osredotočiti se moramo na zadovoljstvo kupcev in ne le na konkurenco. Pri nudenju storitev kupcu ni pomembno samo nuditi popolno storitev, temveč je pomemben tudi odnos in način nudenja storitve, ter s tem povečanje ugodja in zaupanja kupca. Vedno moramo izhajati iz starega gesla »KUPEC JE KRALJ« in samo zadovoljen kupec bo tudi v bodoče naš stalni zvesti kupec. The successful operations of certain organisation depend on the quality of services offered to their customers. In order to achieve the organisations` objectives, daily efforts and total dedication of employee is needed. Every employee must have the courage, support and opportunity to express itself and to improve the services. It is necessary to create a culture inside the organisation, which resulting openness, honest, trust and respect, because only such organised environment is encouraging enough to give broader contributions to further improvements. It is more difficult to define the quality of service than the quality of products. Especially because of services` characteristics which disable the opportunity to set a clear standards for evaluating their quality. That is why we often evaluated them subjectively. In addition, this is also the main fact why client assess the quality of service as the difference between expected and actual experienced of the service, which is normally shown as customer satisfaction. By providing a positive difference offered services become more attractive for customers. Satisfaction of consumers is normally shown through the purchase decision-making process. Ability of a certain organisation to satisfy its customers is the most important task of the employees in the company. Given the importance of satisfying customers is necessary to have a system for the systematic measurement of customer satisfaction. For understanding the relationships between customers and employees is important to achieve a high satisfaction among customers and service which are offered to them. That is why companies must focus on customers` satisfaction rather than the competition. By providing different types of services we should not only focus on overall service but also on the attitude and the way of providing it. Alongside this we also need to increase the comfort and confidence of buyers. We must always follow the old motto "The customer is a king", because only satisfied customer will remain a loyal to our organisation. Trženje storitev zadovoljstvo kupcev mejna odprava kakovost storitev prodaja ponudba Marketing services customer satisfaction border services quality of service sale offer true true false [Š. Harič] Slovenski jezik Angleški jezik Diplomsko delo 2011-03-21 17:46:22 2011-05-06 09:01:05 2022-04-13 10:12:08 2023-12-23 03:12:16 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 339.138 10632988 URN:SI:UM:DK:GLLAC9YA VS_Haric_Stefan_2011.pdf VS_Haric_Stefan_2011.pdf 1 D8C03C956FD585EFB49B347672C38935 2d774591936491f10664f4a3827b7fc0f5e3fe097d678f9fbcaeda2c56aefc31 fc4a1714-7c04-11eb-bb7a-00155d0001ca 20.500.12556/dkum/5700c6b5-25ba-4c0f-9264-8173c0c6e992 https://dk.um.si/Dokument.php?lang=slv&id=21001 Ekonomsko-poslovna fakulteta 0 0 0