20.500.12556/DKUM-37364 ZADOVOLJSTVO ODJEMALCEV V PODJETJU VALJI GROUP D.O.O. CUSTOMERS SATISFACTION IN COMPANY VALJI GROUP D.O.O. V času, ko nas pesti tako gospodarska kot politična kriza, je še toliko pomembneje, da motivacija zadovoljstva ne upada, temveč jo poskušamo stopnjevati oziroma vsaj zadržati na obstoječi ravni. Splošno zadovoljstvo, tako posameznika kot podjetja, je ključnega pomena za uspešno krmiljenje skozi osebno in poslovno življenje. Podjetje mora v danem trenutku še posebej opazovati dogajanje na trgu in se pravočasno odzvati na reakcije odjemalcev. S tem podjetje zaznava potrebe, pričakovanja in želje svojih odjemalcev in lahko s pomočjo analize raziskav vpliva na zadovoljstvo odjemalcev. Za vsako podjetje bi zadovoljstvo odjemalca moralo biti eden najpomembnejših motivov za uspešno poslovanje. V teoretičnem delu smo se dotaknili vedenja in dejavnikov odjemalcev, pričakovanj in potreb, opredelitve ter metode zadovoljstva in vrednote odjemalcev. V nadaljevanju smo preučevali pomen zadovoljstva odjemalcev za podjetje ter spremljanje in merjenje zadovoljstva le teh s pomočjo sistema pritožb in predlogov, ankete o zadovoljstvu odjemalcev, analize izgubljenih odjemalcev in namišljenega nakupovanja. V praktičnem delu smo želeli raziskati zadovoljstvo odjemalcev z anketo in si pred tem zastavili trditve, katere smo v nadaljevanju ovrgli oziroma potrdili. S pomočjo raziskave smo lahko ocenili splošno zadovoljstvo v poslovanju in zadovoljstvo odjemalcev s posameznimi kriteriji v zvezi z izdelki oziroma storitvami podjetja Valji Group d.o.o. We live in a time defined by economic and political crisis. Therefore it is of even greater importance that customers satisfaction does not tend to decrease, moreover, we try to do our best to enhance it or at least keep it at the same level. General satisfaction of each individual as well as of a certain company is of greatest significance when trying to lead a successful personal or professional life. A company has to pay much attention to the market situation at all times, so it can be prepared to react to customers’ demands in time. By doing so, a company acknowledges wishes, demands and expectations of its customers and is therefore able to perform several analyses in order to improve customers satisfaction. Every company should be taking customers satisfaction as a first priority for successful operation. The theoretical part covers customers behavior, its influence factors, expectations and demands, definition of customers satisfaction, techniques and customers values. Further on the importance of customers satisfaction in a company, monitoring and measuring of customers satisfaction will be studied with the use of complaint and suggestion system, customers satisfaction survey, lost consumers analysis and mystery shopping. The practical part of the assignment includes a survey with the help of which we later accepted or dismissed the initial thesis. The research enabled us to evaluate general satisfaction in a business environment and of individual consumers with the use of criteria, relevant for products and services of the company Valji Group d.o.o. vedenje in dejavniki odjemalcev pričakovanja in potrebe odjemalcev zadovoljstvo odjemalcev spremljanje in merjenje zadovoljstva odjemalcev. customers behavior and its influence factors costumers expectations and demands customers satisfaction monitoring and measuring of customers satisfaction. true true false [I. Ribič] Slovenski jezik Angleški jezik Diplomsko delo 2012-08-28 14:47:56 2012-11-14 11:07:28 2022-04-23 23:04:27 2021-04-17 03:44:15 2012 0 Štore 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 11190556 URN:SI:UM:DK:QAXABLRV VS_Ribic_Irena_2012.pdf VS_Ribic_Irena_2012.pdf 1 26846847E7C6E87A1EB41CCF8CD49EB2 a6c43586fa1ae51d4c9b340199eabab8f7bc7201bfcb8ce79ead6f129847907f 39686d70-7c08-11eb-bb7a-00155d0001ca 20.500.12556/dkum/f2db3966-af0d-493e-9979-598e58b34afa https://dk.um.si/Dokument.php?lang=slv&id=49170 Ekonomsko-poslovna fakulteta 0 0 0