20.500.12556/DKUM-37007 ZADOVOLJSTVO STRANK V PODJETJU AHAT SERVIS, D.O.O. CUSTOMER SATISFACTION IN COMPANY AHAT SERVIS, D.O.O. V diplomski nalogi smo se ukvarjali s problematiko zadovoljstva strank v podjetju AHATServis, d.o.o. Le podjetje, ki ohranja in se trudi za potrošnikovo zadovoljstvo, povečuje in zagotavlja konkurenčnost na trgu. Zadovoljne stranke so velikokrat tudi zveste stranke, vemo pa, da ohranjanje strank stane manj, kot pa pridobivanje novih. V teoretičnem delu diplomske naloge, smo predstavili pojem potrošnika, predstavili pomen zadovoljstva in nezadovoljstva odjemalcev, njegovo zvestobo in možne metode merjenja zadovoljstva. Razumevanje teh pojmov in nakupnega odločanja je nujno potrebno za nadaljnjo raziskavo. V praktičnem delu smo izvedli analizo zastavljenega vprašalnika, ter sprejeli ali zavrnili postavljene hipoteze, na podlagi katerih smo tudi zasnovali vprašalnik. Zadovoljstvo smo ugotavljali na podlagi različnih dejavnikov, ki se nam jih je zdelo pomembno vključiti v obravnavo. Glede na rezultate analize, smo povzeli ključne ugotovitve in predloge za izboljšavo, ki bi podjetju omogočali uspešnejše poslovanje. In this thesis, we dealt with the issue of customer satisfaction in the company AHATServis, Ltd. Only a company that maintains and strives consumer satisfaction, increases the competitive edge in the market. Satisfied clients are often loyal customers, but we know that retaining customers costs less than acquiring new ones. In the theoretical part of the paper, we introduced the concept of the consumer, outlined the importance of customer satisfaction and dissatisfaction, his loyalty and possible methods of measuring customer satisfaction. Understanding these concepts and the purchase decision is urgently needed for further study. In practical part of the paper, we performed an analysis of the questionnaire and accept or reject our hypothesis, on which we also designed the questionnaire. Satisfaction was determined on the basis of various factors that we found important to include in the study. Given the results of the analysis, we summarized the key findings and suggestions for improvements that would allow better performance of the company. potrošnik zadovoljstvo zvestoba merjenje zadovoljstva vprašalnik customer/consumer satisfaction loyalty measuring of the satisfaction questionnaire true true false Slovenski jezik Angleški jezik Diplomsko delo 2012-07-24 12:31:32 2012-11-13 09:30:35 2022-04-22 11:05:51 2021-04-11 03:30:52 2012 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 7086867 URN:SI:UM:DK:RNXPY9FG UNI_Svetelj_Teja_2012.pdf UNI_Svetelj_Teja_2012.pdf 1 34643E04FDF00DC6605D5AB75D6F06AB 004c68963d9121f6fc3e5c984494ad59160b08429bced9d803fcc19006802e4f 33b70040-7c08-11eb-bb7a-00155d0001ca 20.500.12556/dkum/c30f308f-41e0-49a0-9d7d-d012e9d2833e https://dk.um.si/Dokument.php?lang=slv&id=49004 Fakulteta za organizacijske vede 0 0 0