20.500.12556/DKUM-75906 Uporabniška izkušnja s samopostrežnimi storitvami in zadovoljstvo uporabnikov Customer experience with self-service's and customer satisfaction Samopostrežne storitve predstavljajo del storitev, katere sta razvoj in dostopnost tehnologije popeljala na vrh prodajno storitvenega sistema. Veliko sprememb je povzročil razvoj in razmah informacijske tehnologije, ki je vstopila v naša življenja na vseh področjih, med drugim tudi na področju načina dostave storitev. Samopostrežni storitveni sistemi se aktivno vključujejo na vsa prodajno storitvena področja in spreminjajo tradicionalne prodajno nakupne procese. Nakupovalne navade uporabnikov so se v zadnjem desetletju zelo spremenile in posledično je prišlo do velikih sprememb pri zagotavljanju zadovoljstvu uporabnikov. Zadovoljstvo uporabnikov je postalo del široke uporabniške izkušnje, ki posega na vse točke stika uporabnika s ponudnikom pred, med in po nakupnem procesu. Kreiranje dobrih uporabniških izkušenj velja za enega najpomembnejših segmentov marketinga ter tako ponuja možnosti za iskanje novih načinov zadovoljevanja potreb odjemalcev. Cilj oblikovanja uporabniške izkušnje je ustvariti enostavna, učinkovita, ustrezna in na splošno prijetna doživetja za uporabnika. Delo smo razdelili na dva dela. Prvi del obravnava teoretične vidike, medtem ko je drugi del empirični. V prvem delu smo predstavili storitve kot osnovno enoto, na kateri smo podrobneje opisali še samopostrežne storitve. V teoretičnem delu smo dobro predstavili uporabniško izkušnjo in podrobno opredelili značilnosti in pomembnost uporabniške izkušnje za doseganje zadovoljstva uporabnikov. Predstavili smo dimenzije uporabniške izkušnje in oblikovanje dobre uporabniške izkušnje. Opredelili in predstavili smo merilne lestvice za merjenje uporabniške izkušnje ter nadaljevali z empiričnim delom raziskave. V empiričnem delu smo se osredotočili na uporabo samopostrežnih sistemov, na zadovoljstvo uporabnikov in uporabniško izkušnjo, katere so deležni uporabniki samopostrežnih storitev. Raziskavo smo izvedli s pomočjo ankete, ki smo jo uporabnikom posredovali po e-pošti in kot zasebno sporočilo na socialnih omrežjih. S pomočjo ankete smo analizirali dejavnike, ki vplivajo na dobro uporabniško izkušnjo med uporabo samopostrežnih storitev in opredelili pomembne prednosti, ki pritegnejo k uporabi. Z delom želimo opredeliti pomembnost dobre uporabniške izkušnje pri samopostrežnih storitvah in predstaviti priljubljenost samopostrežnih storitev med uporabniki. Self-services are part of services, which have been raised to the top of the selling service system by the evolution and accessibility of the technology. A lot of changes were induced by informational technology, that today represents a great amount of everyday’s lives, among other things also in the field of ways to deliver services. Self-service systems are actively including themselves in all selling service fields and are changing traditional buying-selling processes. Users have drastically changed their buying habits in the last decades, consequently there were also grand changes in providing user’s contentment. This have become a part of customer experience, that reaches all points of interaction between the customer and seller in all stages of buying process. Creation of good customer experience is known to be one of the most important marketing segments and is therefore offering possibilities to look for new ways to fulfil the needs of each client. The main aim of designing customer experience is providing an easy, yet efficient, appropriate and pleasant situation for every user. We separated the thesis on two parts. The first one is theoretical and the second empirical. In the first part, we presented services as a basic unit on which we thoroughly described self-services. We deeply investigated customer experience, defined characteristics and importance of customer experience for reaching their satisfaction. We wrote about different dimensions and ways to design a great customer experience. We defined and presented a scale for measuring customer experience and then continued with the empirical part of the thesis. In empirical part of the research we focused on the use of self-service systems, on customer’s satisfaction and the experience, they get in self-services. The research was made through a survey, which was send to users via e-mail and private messages on different types of social media. With mentioned questionnaire we analysed factors, that have an impact on customer experience during self-service and defined important pros, which attract more use. With this thesis, we want to define the significance of good customer experience at self-services and introduce the popularity of self-service. storitve samopostrežne storitve uporabniška izkušnja zadovoljstvo uporabnikov service self-services customer experience UX customer’s contentment true true false [J. Bračič] Slovenski jezik Angleški jezik Magistrsko delo/naloga 2020-03-03 09:00:23 2020-08-19 14:21:22 2022-08-09 11:54:21 2020-08-20 03:15:44 2020 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 366 25614083 URN:SI:UM:DK:KLPH4W26 MAG_Bracic_Janez_2020.pdf MAG_Bracic_Janez_2020.pdf 1 EAA88253CD672B4DDA4BD4C96A8E1056 69f493a7dfee3644fd07f292f0403143d5941e141a1da13582a5cc9719bb4fed 3d4f7917-7c11-11eb-bb7a-00155d0001ca 20.500.12556/dkum/75d99a65-5fa8-40c7-bb91-3a0dd039a31b https://dk.um.si/Dokument.php?lang=slv&id=140873 Ekonomsko-poslovna fakulteta 0 0 0