20.500.12556/DKUM-94041 Poprodajne logistične storitve za stranke diplomsko delo After-Sales logistics services for customers Poprodajne logistične storitve vse bolj vplivajo na končno odločitev kupca. Na trgu je vse več podjetij, ki so si v osnovah podobna, zato je zadovoljstvo strank vedno bolj pomembno za končno izbiro ponudnika. Ugotavljamo, da je razvoj spletnega nakupovanja bistveno spremenil pričakovanja potrošnikov, ki od ponudnikov pričakujejo brezhibno storitev tudi po opravljenem nakupu. Cilj diplomskega dela je raziskati, kako pomembne so poprodajne logistične storitve za stranke pri spletnem nakupovanju. V teoretičnem delu smo opredelili osnovne pojme s področja logistike, predstavili ključne vrste poprodajnih storitev ter izpostavili njihove značilnosti in vpliv na zadovoljstvo strank. V raziskovalnem delu pa smo se osredotočili na raziskavo, katere cilj je bil ugotoviti, kako pomembne so poprodajne logistične storitve, katere izmed njih so ključne za pozitivno uporabniško izkušnjo ter kakšen vpliv v resnici imajo. Izvedli smo anketno raziskavo med populacijo. V nadaljevanju smo zbrane podatke analizirali s pomočjo statističnih metod in predstavili končne ugotovitve. After-sales logistics services are having an increasingly significant impact on the final purchasing decision of the customer. With more and more companies on the market offering similar basic services, customer satisfaction is becoming a key factor in the choice of provider. It has become evident that the growth of online shopping has significantly changed consumer expectations, as customers now demand flawless service even after the purchase has been completed. The aim of this thesis was to explore how important after-sales logistics services are for customers when shopping online. In the theoretical part, we defined the basic concepts of logistics, presented the main types of after-sales services, and highlighted their characteristics and influence on customer satisfaction. In the research part, we focused on a study aimed at determining the importance of after-sales logistics services, identifying which ones are crucial for a positive user experience, and assessing their actual impact. We conducted a survey among a selected population. The collected data was then analyzed using statistical methods, and the final findings were presented. poprodajne logistične storitve stranke aftersales logistics service customers true true false [L. Gorjanc] Slovenski jezik Angleški jezik Diplomsko delo/naloga 2025-07-29 17:56:16 2025-09-05 13:04:05 2025-09-08 08:04:01 0000-00-00 00:00:00 2025 0 Maribor 0 Celje 1 spletni vir (1 datoteka PDF (XI, 49 str., 6 str. pril.)) 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 658.7:004.738.5(043.2) 247882755 VS_Gorjanc_Lovro_2025.pdf VS_Gorjanc_Lovro_2025.pdf 1 CA8C5C185345EABAAE7BEF888F9E1545 ea4fd9841794e16eb5e6dc3a01d17eb3ed433dfc7de03f5c8960aff3c21b0b84 3db3087c-6c97-11f0-aa9e-00155d000105 https://dk.um.si/Dokument.php?lang=slv&id=194477 Fakulteta za logistiko 0 0 0