20.500.12556/DKUM-78121 Analiza kakovosti prodajnih storitev v telekomunikacijskem podjetju telemach Analysis of sales service quality at telemach telecommunication company Namen diplomskega dela je preučiti področje kakovosti prodajnih storitev, še zlasti s poudarkom na prodajno in produktno znanje osebja, motivacije zaposlenih in urejenost poslovalnic. Produktni in prodajni del vprašalnik smo sestavili kot anketo, pri kateri so zaposleni odgovarjali na vprašanja. Tudi pri motivacijskem delu je bila raziskava izvedena s pomočjo anketnega vprašalnika, pri čemer smo uporabili Likertovo petstopenjsko lestvico. Anketo smo razposlali zaposlenim na prodajnih mestih. Analizirali smo 98 vrnjenih vprašalnikov, kar je manj kot polovica vseh zaposlenih. Ugotovili smo glavne motivatorje pri zaposlenih in dobro produktno znanje ter slabše prodajno znanje. Prodajno znanje smo na koncu tudi preverili preko skritih kupcev, ki so nam podali realno oceno. Preverili smo tudi urejenost 21 lastnih enot. Ocenjevalnik je bil sestavljen v programu MS Excel, kjer je bil vsak segment točkovan. Sestavljen je s pomočjo urejenosti enote in referenta. Večina enot je dosegla dobro urejenost, kar pomeni, da smo se gibali med 86 % in 95 % končne ocene. Seveda so bila tudi odstopanja v obe skrajnosti. Pri urejenosti zaposlenega smo ugotovili, da številni zaposleni ne nosijo službenih uniform, čeprav je to obvezno. The purpose of the bachelor’s thesis was to examine the quality of sales services. In particular, with an emphasis on sales and product knowledge of employees. We also examined the motivation and tidiness of sales points. We created a survey for product and sales knowledge where employees filled in the questionnaire. For the motivational part, we also used the questionnaire where we use the Likert scale. The survey was sent out to our staff on sales points. We analyzed 98 returned questionnaires which are less than half of the total. We found the main motivators and good product knowledge but worse sales skills. In the end, we also checked sales knowledge through mystery shopping which gave us a realistic estimate of sales knowledge. We also check the tidiness of our own 21 sales points. We drew appraiser in MS Excel where each segment was measured. The appraiser consists of two segments. The first segment is the tidiness of the sales unit and the second segment is the tidiness of the sales clerk. The majority of the sales points were between 86% and 95% of the final grade, which means that the tidiness is good. Of course, there are also variations in both ways. We found that the number of employees does not wear company uniforms, even if it is a legal requirement. kakovost storitev urejenost znanje zaposleni motivacija service quality tidiness knowledge employees motivation true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2020-10-29 09:55:18 2020-12-02 11:12:00 2022-08-09 17:36:14 2020-12-03 03:29:51 2020 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 40500739 URN:SI:UM:DK:XUXVRXNW UN_Bajt_Urban_2020.pdf UN_Bajt_Urban_2020.pdf 1 F0D76A21273ED70A84EC6E444E3D3C1A 3caa16f2278fab16cfdace198d70404447a94f2ede81bc3779edcb1b9efb2f38 fa94de4e-7c11-11eb-bb7a-00155d0001ca 20.500.12556/dkum/7b44f347-b5cd-4bb7-b887-2454bae20131 https://dk.um.si/Dokument.php?lang=slv&id=147287 Fakulteta za organizacijske vede 0 0 0