20.500.12556/DKUM-18035 RAZISKAVA ZADOVOLJSTVA UPORABNIKOV VOZIL PEUGEOT SATISFACTION SURVEY OF PEUGEOT CARS USERS Na avtomobilskem trgu vlada zelo ostra konkurenca, zato morajo proizvajalci vozil nenehno spremljati in razvijati inovacije na področju avtomobilske industrije in slediti potrebam kupcev, da zadovoljijo njihove potrebe. Zadovoljni uporabniki se bodo najverjetneje ponovno odločili za nakup iste blagovne znamke in svoje zadovoljstvo prenesli tudi na druge. Diplomsko delo sem razdelil na teoretični in empirični del. V teoretičnem delu sem podrobneje predstavil zadovoljstvo odjemalcev in pa merjenje zadovoljstva odjemalcev. V drugem delu pa sem teorijo prenesel v prakso in naredil raziskavo o zadovoljstvu uporabnikov vozil Peugeot. Na kratko sem predstavil razvojno pot podjetja Peugeot in dobljene rezultate raziskave grafično predstavil ter jih ustrezno argumentiral. Rezultati raziskave so skoraj v celoti potrdile trditve katere sem si zastavil pred izvedbo raziskave. Ugotovil sem, da je povprečna ocena zadovoljstva uporabnikov vozil Peugeot z njihovimi vozili 1,95 na 5-stopenjski lestvici (1-zelo zadovoljen, 5-zelo nezadovoljen), kar pomeni, da so uporabniki s svojimi vozili zadovoljni. Prav tako so zadovoljni tudi s samim delovanjem vozila in njegovimi posameznimi dejavniki še posebej z varnostjo, dizajnom in zanesljivostjo. Svoje zadovoljstvo so pripravljeni prenesti tudi na druge, v bodočnosti pa bodo najverjetneje ostali zvesti tej avtomobilski znamki. In the automotive market is very tough competition, so vehicle manufactures constantly monitor and develop innovatoions in automotive industry and demand of customers to meet their needs. Satisfied customers are likely to consider re-buying the same brand and their own satisfaction carry over to the other. I split my thesis on theoretical and empirical part. In the theoretical part, I presented the customer satisfaction measurement and customer satisfaction. In the second part I passed theory into practice and do research about user satisfaction of Peugeot vehicles. I briefly introduced development path of the Peugeot. Obteined results are graphically presented and argued. The survey results are almost fully confirmed the claim which I set before the research. I found that the average user satisfaction raiting of Peugeot vehicles is 1,95 on 5-level scale (1-very satisied, 5-very dissatisfied), which means that users are satisfied with their vehicles. They are also pleased with the operation of the vehicle and its individual elements, in particulat to safety, design and reliability. Their satisfaction are ready to transfer to others and in the future will remain loyal to the brand. marketinški koncept zadovoljstvo odjemalcev odjemalci stopnje zadovoljstva zvestoba odjemalcev merjenje zadovoljstva odjemalcev metode merjenja zadovoljstva napake pri merjenju zadovoljstva Peugeot marketing concept customer satisfaction customer satisfaction rate loyalty measure customer satisfaction methods of measuring customer satisfaction errors in measuring Peugeot true true false [A. Velkoski] Slovenski jezik Angleški jezik Diplomsko delo 2011-04-08 00:00:38 2011-06-29 09:56:20 2022-04-13 10:22:26 2023-12-23 03:20:19 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 10702876 URN:SI:UM:DK:KQ1AQUDU UNI_Velkoski_Aleksander_2011.pdf UNI_Velkoski_Aleksander_2011.pdf 1 BD5F781FCA6584601BFA05CA5E7BC7EA c4eb5240d3a5ccc9ee7a96b61bbb9cf7659e7c258adbd027ba0accae14e3766e 086b08bb-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/f601b353-b508-48f3-b1ac-52f2166474c5 https://dk.um.si/Dokument.php?lang=slv&id=21335 Ekonomsko-poslovna fakulteta 0 0 0