ZADOVOLJSTVO IN ZVESTOBA KUPCEV V PODJETJU Z AVTODELI FERMI D.O.O.

Prešeren, Matej

| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

First page > Show document

Show document

Title:	ZADOVOLJSTVO IN ZVESTOBA KUPCEV V PODJETJU Z AVTODELI FERMI D.O.O.
Authors:	ID Prešeren, Matej (Author) ID Mayer, Janez (Mentor) More about this mentor...
Files:	VS_Preseren_Matej_2010.pdf (577,61 KB) MD5: 0B4825D3621D784BB3DE2E7BAA56867C PID: 20.500.12556/dkum/4ba63d50-f854-4318-8355-3cf6f649bf17
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	V diplomskem delu smo raziskali in predstavili kupca, njegove navade ter njegovo zadovoljstvo in zvestobo. Diplomsko delo je razdeljeno na dva dela — teoretičnega in raziskovalnega. V prvem, teoretičnem delu smo s pomočjo literature opredelili temeljne pojme, ki smo jih pojasnili in razčlenili. Ti pojmi so odjemalec, zadovoljstvo, zvestoba, marketing. Izluščili smo nekaj pomembnih podpoglavij, za katere smo menili, da se nanašajo na izbrano tematiko. Pri odjemalcih smo pojasnili, kakšni so lahko odjemalci, njihove lastnosti. Opredelili smo tudi zadovoljstvo in zvestobo. Pri marketingu smo obdelali definicijo in predstavili marketinški splet, za konec pa smo predstavili organizacijo podjetja Fermi d. o. o. V drugem, raziskovalnem delu smo navedli namen in cilj raziskave. Zanimale so nas tudi kupčeve navade, kriteriji ter prepričanja pri nakupovanju nadomestnih avtodelov. To smo ugotavljali na podlagi anketnih vprašalnikov, ki smo jih razdelili v trgovini. Postavili smo hipoteze, pojasnili način zbiranja podatkov in opisali metode, po katerih je raziskava potekala. Povedali smo tudi, kako smo samo anketiranje izvedli. V prvem delu smo predstavili vzorec anketirancev ter predstavili rezultate ankete. Na koncu diplomskega dela smo preverili vseh sedem hipotez ter podali ugotovitve, do katerih nas je pripeljala raziskava in predloge, za katere smo menili, da bi lahko prispevali k izboljšanju poslovanja v samem podjetju Fermi d. o. o., Radomlje. Po raziskavi sodeč smo prišli do ugotovitev, da ima največji vpliv na kupca pri odločitvi za nakup nadomestnih delov cena izdelkov in tudi kakovost izdelka, prav tako je pomembna strokovnost zaposlenih. Z anketo smo ugotovili, da je največ naših kupcev avtomehanikov, ki so nam zvesti že več let in nam bodo tudi v prihodnje ostali zvesti, kar je za nas spodbuda za nadaljnje delo. Velika večina kupcev je pozdravila našo novost, in sicer spletno trgovino. Menijo, da bo nakupovanje lažje, hitrejše in tudi nekoliko cenejše.
Keywords:	zadovoljstvo, zvestoba, marketing, odjemalec
Place of publishing:	Maribor
Year of publishing:	2010
PID:	20.500.12556/DKUM-14956
COBISS.SI-ID:	6763795
NUK URN:	URN:SI:UM:DK:SAS7LSOI
Publication date in DKUM:	20.12.2010
Views:	2532
Downloads:	272
Metadata:
Categories:	FOV
:	Copy citation

Average score:	(0 votes)
Your score:	Voting is allowed only for logged in users.
Share:

Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Secondary language

Language:	English
Title:	SATISFACTION AND LOYALTY TO THE COMPANY WITH CAR PARTS FERMI D.O.O.
Abstract:	In this thesis we investigate and present the customer, his habits, and their satisfaction and loyalty. The thesis is divided into two parts – theoretical and research. In the first, theoretical part, we were using literature to identify the fundamental concepts that were explained and analyzed. These concepts are client satisfaction, loyalty, marketing. We highlighted the some of the important chapters, which were considered to pertain to the selected topic. For clients, we can explain what customers and their properties. We have identified the satisfaction and loyalty. When marketers were processed and presented the definition of marketing mix, in the end, we present the organization of the company Fermi d. o. o., Radomlje. In another research work, we stated purpose and objective research. We also wanted the buyer's habits and beliefs criteria when buying replacement car parts. We looked at the questionnaires that were distributed in commerce. We tested the hypothesis, explain how to collect data and describe the methods by which the survey took place. We are also told how the poll was just taken. The first part presents a sample of respondents and outline the results of the survey. At the end of the thesis was tested in all seven hypotheses and presented the findings, which led us to study and suggestions for what we thought we could contribute to improving the business in-house Fermi d. o. o., Radomlje. According to the survey evidence suggests we've come to the conclusion that the biggest impact on the customer in deciding what to buy spare parts product price and product quality but also the professionalism of employees is important. The overwhelming majority of customers will remain loyal to us continues, we see this as an incentive for further work.
Keywords:	Satisfaction, Loyalty, Marketing, Client

Comments

Leave comment

You must log in to leave a comment.

Comments (0)

0 - 0 / 0

There are no comments!

Back