20.500.12556/DKUM-84819 Analiza kakovosti storitve izposoje vozil v podjetju abc rent a car in turizem d.o.o. An analysis of the service quality of the car rental company abc rent a car in turizem d.o.o. Diplomsko delo obravnava analizo kakovosti storitve izposoje vozil v podjetju ABC rent a car in turizem, d. o. o. V teoretičnem delu smo povzeli zgodovino rent-a-car, opredelili storitev in kaj je kakovost storitve, opisali metode Net promotors score, Servqual, Rentqual in model Kano. V podjetju smo izvedli raziskavo pričakovanj kupcev storitve iz Velike Britanije z metodo Rentqual. Naši glavni cilji so bili, da določimo obstoječe stanje kakovosti storitve v podjetju in da odkrijemo pomanjkljivosti ter najpogostejše razloge za nezadovoljstvo kupcev storitve. Pri analizi smo se opirali na predhodne raziskave in nato določili predloge za izboljšave na podlagi analize podatkov. In our thesis we will conduct an analysis of the service quality of the car rental company ABC rent a car in turizem d.o.o. The history of the car rental company is summarised together with the service quality as well as the methods used in this work, i.e. Net Promotors Score, Servqual, Kano and Rentqual. We conducted a survey based on the Rentqual method among tourists from the United Kingdom. Analysing the results of Net Promotors Score will help us to understand the current quality of car rental service in the company. Identifying customer dissatisfaction will help us to improve our service quality. The research is based on previous service quality analysis and research that has helped us develop suggestions for improvement. analiza kakovosti najema vozil kakovost storitve metoda Rentqual rent-a-car an analysis of the rent a car quality method Rentqual rent a car service quality true true false Slovenski jezik Angleški jezik Diplomsko delo/naloga 2023-07-28 09:23:17 2023-12-20 12:57:49 2023-12-21 03:37:02 0000-00-00 00:00:00 2023 0 Maribor 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 167910659 UN_Zaloznik_Luka_2023.pdf UN_Zaloznik_Luka_2023.pdf 1 76318EA156EBE810F3AF481741AA6853 06f2bfaf8039101a83c83c8a5d2a46175850846654958893ec285341d6a9d6c5 f1f1613e-2d2f-11ee-a44f-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=169062 Fakulteta za organizacijske vede 0 0 0