20.500.12556/DKUM-65516 Ugotavljanje zadovoljstva strank v transportnem podjetju s pomočjo metode servqual Measuring customer satisfaction in transport company with the help of servqual method Cilj diplomske naloge je bil s pomočjo anketnega vprašalnika, ki smo ga osnovali na podlagi metode Servqual, ugotoviti zadovoljstvo strank s transportnimi storitvami proučevanega podjetja. V teoretičnem delu diplomskega dela smo s pomočjo literature proučili ključne pojme in ključna področja, povezana z zaznavanjem kakovosti storitev ter z zadovoljstvom strank. V praktičnem delu sledi analiza rezultatov ankete. To smo sestavili na podlagi metode Servqual in priredili glede na specifiko opazovanega podjetja. Pridobljene rezultate smo analizirali in rezultate analiz uporabili v tabelah za pridobitev Servqualovih ocen dimenzij. Rezultati metode Servqual so pokazali, da je do največje vrzeli prihajalo v dimenziji »zanesljivost«, kar je potrdilo prvo hipotezo. Za potrditev druge hipoteze smo morali s pomočjo diagrama ribje kosti poiskati vzroke za nastanek vrzeli v dimenziji »zanesljivost«. Drugo hipotezo smo le delno potrdili, saj pričakovani vzrok za nastalo vrzel ni bil edini vzrok za njen nastanek. V zaključku diplomskega dela smo podali nekaj predlogov izboljšav. The aim of the thesis was to identify the customer satisfaction with transport services of the discussed company through a questionnaire, designed based on the Servqual method. In the theoretical part of the thesis we used literature to study the key concepts and key areas, connected with the perception of service quality and customer satisfaction. In the practical part, we analysed the results of the survey. The survey was designed based on the Servqual method and adapted to the specifics of the discussed company. We analysed the gained results and presented them in tables in order to obtain the Servqual assessments of dimensions. The results of the Servqual method showed the greatest gaps for the dimension “reliability”, which confirmed our first hypothesis. In order to confirm the second hypothesis, we had to find causes for the emerge of gaps in the dimension “reliability” through the fishbone diagram. We only partially confirmed the second hypothesis, since the expected cause for the existing gap was not the only cause for the gap. In the conclusion of the thesis we presented some suggestions for improvement. kakovost zadovoljstvo strank Servqual merjenje zadovoljstva strank merjenje kakovosti. quality customer satisfaction Servqual measuring customer satisfaction measuring quality. true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2017-04-18 19:58:37 2017-08-28 09:11:29 2022-07-08 03:08:44 2019-07-11 15:20:49 2017 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 URN:SI:UM:DK:JYTWB3FS VS_Geiser_Marko_2017.pdf VS_Geiser_Marko_2017.pdf 1 A10752F375525BB1EC80FC121ECF6493 a7ac0b8979342d55beae055a893b9ff7f8bcb844412d8c4ee55ed39d16482c48 200678e6-7c0e-11eb-bb7a-00155d0001ca https://dk.um.si/Dokument.php?lang=slv&id=111289 Fakulteta za logistiko 0 0 0