20.500.12556/DKUM-21155 ANALIZA ZADOVOLJSTVA UPORABNIKOV V PRODAJALNI TAKKO D.O.O. ANALYSIS OF CONSUMER SATISFACTION OF TAKKO D.O.O. V prodajalnah si želijo zadovoljne kupce, ki se vračajo ter širijo dober glas o njih in njihovem podjetju. Trgovinske organizacije, ki cenijo odločitve o nakupih v njihovih prodajalnah in se zavedajo, kako pomembni so kupci za prihodnost njihovega podjetja, redno spremljajo njihovo zadovoljstvo, saj lahko le tako pravočasno reagirajo in si še bolj utrdijo svoj položaj na trgu. Diplomsko delo sestavljata teoretični in praktični del. Teoretični del je predstavljen v prvem delu diplomske naloge in obsega poglavje, v katerem so na splošno opredeljeni zadovoljstvo, zvestoba, nezadovoljstvo uporabnikov in merjenje zadovoljstva. V drugem, praktičnem delu sta na kratko predstavljeni prodajalna Takko v Slovenski Bistrici in analiza rezultatov anketnega vprašalnika o zadovoljstvu uporabnikov. Zadovoljstvo uporabnikov sem ugotavljala na podlagi različnih dejavnikov. Glede na dobljene rezultate analize so povzete ključne ugotovitve in predlagane morebitne izboljšave, ki bi izbranemu trgovskemu podjetju omogočale še uspešnejše poslovanje. Stores aspire to have satisfied customers that are loyal and are spreading around good words about the company. Retailers that value purchases in their stores and are also acknowledging the importance of costumer satisfaction for the future of the company are regularly monitoring costumer satisfaction becouse that enables them to react at the right time to assure a better market position. This final thesis contains theoretical and practical part. The first part of the thesis is theoretical and it consists of chapter that generally explains terms of consumer satisfaction, costumer loyalty, costumer dissatisfaction and measurement of costumer satisfaction. The second part contains a short presentation of Takko store in the town of Slovenska Bistrica, Slovenija and the analysis of the results of Customer Satisfaction Questionnaire. Customer satisfaction was examined on the basis of a few different factors of the store. Final conclusions are drawn according to obtained results of the analysis and there are also proposed improvements that could benefit the chosen retailer and enable even more success in business operations. – zadovoljstvo uporabnikov – zvestoba uporabnikov – merjenje zadovoljstva – analiza zadovoljstva. – Customer satisfaction – Customer loyalty – Measurement of satisfaction – Analysis of satisfaction. true true false Slovenski jezik Angleški jezik Diplomsko delo 2011-10-27 23:45:25 2012-01-03 14:44:58 2022-04-14 08:35:26 2023-12-28 03:14:30 2011 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6959891 URN:SI:UM:DK:219DV2UC VS_Munda_Katja_2011.pdf VS_Munda_Katja_2011.pdf 1 F07DBC89AD4BE7B357046AC56A8DBC41 1cb2f46a7f2229b13a5ede49ff2fb1514e597cc4997d4b37a3850bfaccd46a54 cb8fe405-7c05-11eb-bb7a-00155d0001ca 20.500.12556/dkum/6e1d3b6b-4e4e-4fe8-b5a3-61ecda61b1b2 https://dk.um.si/Dokument.php?lang=slv&id=26789 Fakulteta za organizacijske vede 0 0 0