20.500.12556/DKUM-58512 IDENTIFICIRANJE DIMENZIJ KAKOVOSTI V PROIZVODNIH PODJETJIH, KI VPLIVAJO NA ZADOVOLJSTVO MEDORGANIZACIJSKIH KUPCEV IZDELKOV Identifying the dimensions of the quality in manufacturing companies affecting satisfaction of B2B customers of the products Zadovoljen medorganizacijski kupec bo nakup ponavadi ponovil. Splošno znano je, da na zadovoljstvo kupca izdelka vpliva tudi kakovost. V magistrskem delu nas posebej zanima, kateri dejavniki kakovosti vplivajo na zadovoljstvo medorganizacijskih kupcev in kakšne so povezave med dejavniki in zadovoljstvom. Delo je razdeljeno na teoretični in empirični del. V teoretičnem delu na začetku s pomočjo različnih avtorjev opredelimo kakovost in obravnavamo vidnejše strokovnjake na področju kakovosti. Nato obravnavamo subjektivne in objektivne dejavnike kakovosti, nekatere sisteme za kontrolo kakovosti in modele za zagotavljanje kakovosti. Sledijo opredelitve zadovoljstva in opis nekaterih metod za merjenje le-tega. V nadaljevanju opisujemo še dejavnike, ki poleg kakovosti vplivajo na zadovoljstvo kupcev. V tem sklopu je opisan še koncept zaznane vrednosti. V empiričnem delu najprej opredelimo raziskovalni problem, opišemo postopek sestave preliminarnega in končnega anketnega vprašalnika, izberemo vzorec ter metode zbiranja in obdelave podatkov. Raziskava je bila opravljena na vzorcu majhnih, srednjih in velikih podjetjih iz Slovenije in Avstrije, pri čemer je raziskava pokazala razlike v dejavnikih, ki vplivajo na zadovoljstvo medorganizacijskih kupcev iz posameznih držav. Raziskava je pokazala tudi, da so objektivni dejavniki kakovosti povezani z zadovoljstvom, vendar je najbolj povezan ugled izdelka. Satisfied B2B customers will most probably repeat the purchase. It is widely known that product quality affects customer satisfaction. In this thesis we are particularly interested in the factors which affect the quality of inter-organizational customer satisfaction and what the links between factors of quality and satisfaction are. The work is divided into a theoretical and an empirical part. In the theoretical part we define quality by using different authors and prominent experts in the field of quality. Then we deal with the subjective and objective factors of quality. Furthermore, systems for quality control and models for quality assurance are discussed. Next are the definitions of satisfaction and some descriptions of measuring customer satisfaction. This section also describes factors besides quality which affect customer satisfaction. In this context there is also described the concept of perceived value. In the beginning of the empirical part we define the research problem. Then we describe the process of composition of the preliminary and final questionnaire; followed by the description of the methods used for sampling, data collection and processing. The survey was conducted on a sample of small, medium and large companies from Slovenia and Austria where the survey showed differences in the factors affecting B2B customer satisfaction from the respective countries. The survey also showed that the objective quality factors are associated with satisfaction, but the most connected factor is the product reputation. zadovoljstvo kupca zaznana vrednost kakovost dimenzije kakovosti cena ugled proizvodna podjetja medorganizacijski trgi trg gospodinjstev in posameznikov Slovenija Avstrija. Customer Satisfaction Perceived Value Quality Dimensions of Quality Price Reputation Production companies B2B markets B2C markets Slovenia Austria. true true false [G. Jazbec] Slovenski jezik Angleški jezik Magistrsko delo 2016-04-21 01:37:53 2016-08-02 12:49:37 2022-06-17 03:06:18 2019-07-11 10:42:16 2016 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.8 12418588 URN:SI:UM:DK:KY9Y86HD MAG_Jazbec_Gregor_2016.pdf MAG_Jazbec_Gregor_2016.pdf 1 312B99DB41DEC472C44872DED3F92942 4cdc3ffe635a58a6109bf7c5f357bfff1a72b830b633451a2d01e5573d1851fa ac59591b-7c0c-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=94098 Ekonomsko-poslovna fakulteta 0 0 0