20.500.12556/DKUM-19991 VPLIV KAKOVOSTI BANČNIH STORITEV NA ZADOVOLJSTVO STRANK V IZBRANI BANKI INFLUENCE OF QUALITY OF BANK SERVICES ON CUSTOMER SATISFACTION IN SELECTED BANK Tema diplomskega dela se nanaša na kakovost bančnih storitev v izbrani banki. Osredotočili smo se predvsem na empirično raziskavo, analizo in podajanju predlogov ter smernic za izboljšave. Za pridobitev relevantnih podatkov smo uporabili anketni vprašalnik, v katerega smo zajeli 40 anketirancev. Pri analizi odgovorov smo prišli do zaključkov, da je anketirancem najpomembnejši dejavnik, da bodo ostali zvesti banki, konkurenčnost banke ter pomoč in svetovanje uslužbencev uporabnikom storitev, hkrati pa ugotovili, da se večini, kar 72% zdi kakovost storitev na splošno v okviru svojih pričakovanj. Navsezadnje smo spoznali, da je anketirancem najbolj pomemben dejavnik urejenost poslovalnice, sledi mu osebni odnos zaposlenih do strank. Z vprašanjem o kakovosti ponujenih storitev pa smo izvedeli, da so najbolj zadovoljni s storitvijo elektronskega bančništva, najmanj pa s privatnim bančništvom. Povzamemo lahko, da izbrana banka na splošno ponuja kakovostne storitve in da so njene stranke načeloma z njimi zadovoljne in jih v večini ne bi spreminjale. Ob koncu diplomskega dela smo podali tudi nekatere smernice ter predloge za izboljšavo bančnih storitev, ki jih banka ponuja svojim strankam. To so predvsem izboljšati storitev financiranja - kreditiranja, na primer z ugodnejšimi obrestnimi merami ter akcijskimi ponudbami. The theme of the Diploma Thesis relates to the quality of banking services in the selected bank. We focused on empirical study, analysis, presenting proposals and guidelines for improvement. To obtain relevant data, we used a questionnaire in which we enclosed 40 respondents. In the analysis of the questionnaire responses, we have come to the conclusion, that the most important factor for the respondents to remain loyal to the bank is the bank's competitiveness and employee’s help and advice to customers. 72% of the respondents think that the quality of services in general is satisfactory. After all, we learned that the respondents’ most important factor is the bank’s interior orderliness, followed by the personal relationship between employees and customers. With the questions about the quality of services offered, we found out that the respondents are the most satisfied with the electronic banking services and the least with private banking. We can sum up that the selected bank offers quality services to its clients. Clients - respondents expressed the general satisfaction with the bank services and would not change them. At the end of the Diploma Thesis, we suggested some guidelines and propositions for improvement of banking services. These are mainly to improve the services of funding - to credit, for example, with more favourable interest rates and special offers. kakovost kakovost storitev zadovoljstvo strank bančne storitve quality quality of services customer satisfaction bank services true true false Slovenski jezik Angleški jezik Diplomsko delo 2011-09-06 00:37:21 2011-11-08 09:47:53 2022-04-13 15:48:46 2023-12-25 03:28:57 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6929939 URN:SI:UM:DK:GIDOLADI VS_Gorjup_Gasper_2011.pdf VS_Gorjup_Gasper_2011.pdf 1 FAE3B1D01902281847943D74E9A8AE68 ed39a881a5e17c30e6283ce5d9798fad4a3d4c5c716f8ecbe5bb148a7f8cbc99 82f56fde-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/5341aabd-0549-4e69-9902-ed70c5beefd9 https://dk.um.si/Dokument.php?lang=slv&id=24497 Fakulteta za organizacijske vede 0 0 0