ZADOVOLJSTVO IN ZVESTOBA ODJEMALCEV V PLESNI ŠOLI PINGI

Pekič, Daniela

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Title:	ZADOVOLJSTVO IN ZVESTOBA ODJEMALCEV V PLESNI ŠOLI PINGI
Authors:	ID Pekič, Daniela (Author) ID Pisnik Korda, Aleksandra (Mentor) More about this mentor...
Files:	UNI_Pekic_Daniela_2011.pdf (434,58 KB) MD5: D727E5F39F1FD5ACC585CBAECCD29110 PID: 20.500.12556/dkum/2336db2a-d3f0-4ac8-a446-6ed550c85de6
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Diplomsko nalogo sem razdelila na dva dela, teoretični in praktični del. V teoretičnem delu sem podrobneje predstavila različne definicije zadovoljstva odjemalcev kot tudi dejavnike, ki najbolj vplivajo na njihovo zadovoljstvo in zvestobo. Če storitev ali izdelek zadovolji odjemalčeva pričakovanja, je ta zadovoljen. Če je zadovoljen s ponudbo podjetja, se tja raje vrača, saj si na ta način prihrani nekaj časa ter zmanjša možnosti nezadovoljstva, saj mu ni treba iskati novega ponudnika. Odjemalci se med seboj razlikujejo tako po starosti kot spolu, izobrazbi, čemu dajejo prednosti, zato mora podjetje svoje odjemalce najprej dobro spoznati, da bi lahko zadovoljilo njihove potrebe. Seveda ni enostavnega »recepta«, kako zadovoljiti odjemalce niti kako jih pridobiti oz. obdržati. V teoretičnem delu sem tudi predstavila Plesno šolo Pingi in njene glavne dejavnosti. Zanimale so me aktivnosti plesne šole za ohranjanje obstoječih odjemalcev kot tudi načini, kako pridobivajo novince. V praktičnem delu sem naredila raziskavo s pomočjo anketnega vprašalnika. Prvotne trditve sem preverjala z zastavljenimi vprašanji. Potrdila sem lahko vse štiri trditve. V veliko pomoč mi je bilo dobro poznavanje razmer na trgu plesnih storitev, še posebno delovanje Plesne šole Pingi, v kateri tudi sama poučujem. Z raziskavo sem ugotovila, da je vsesplošna stopnja zadovoljstva s ponudbo Plesne šole Pingi zelo visoka. Na zadovoljstvo in zvestobo odjemalcev najbolj vplivata plesni pedagog in prijetno vzdušje. Glede na rezultate raziskave lahko rečem, da ima Plesna šola Pingi zadovoljne in zveste odjemalce, kar kaže na dobro delo znotraj podjetja. Plesna šola Pingi s svojimi zastavljenimi cilji in vizijami je tako upravičila naziv »Dobra plesna šola«.
Keywords:	Ključne besede: Zadovoljstvo, zvestoba, odjemalci, dolgoročni odnos z odjemalci, programi zvestobe, CRM, merjenje zadovoljstva odjemalcev.
Place of publishing:	Miklavž
Publisher:	[D. Pekič]
Year of publishing:	2010
PID:	20.500.12556/DKUM-17182
UDC:	658.8
COBISS.SI-ID:	10586908
NUK URN:	URN:SI:UM:DK:SMYW6XBN
Publication date in DKUM:	08.03.2011
Views:	2558
Downloads:	307
Metadata:
Categories:	EPF
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Secondary language

Language:	English
Title:	CUSTOMER SATISFACTION AND LOYALTY IN THE PINGI DANCE SCHOOL
Abstract:	This diploma work is divided into two parts, on the theoretical and on the practical part. In the theoretical part of my diploma work, I will present in detail different definitions of satisfaction and loyalty, as well as the factors which play an important role on customer’s satisfaction and customer’s loyalty. If a product or a service satisfies his/her expectations, such a customer will be satisfied. While pleased with the company’s offer, he/she returns to it more likely,, since it saves one’s time without looking for a substitute and lessens the chance of being unsatisfied to a minimum. Customers are different according to age, sex, education and preference. That is why a company has to know first of all its own customers, as their needs can be appropriate satisfied. Of course, there is no easy “recipe” how to satisfy the existing customers nor how to get or obtain the loyal ones. In the theoretical part the Dance School Pingi and its main activities are presented as well. I was interested in activities for obtaining the existing customers and the ways how to get the new ones. In the practical part I made a survey using a questionnaire as a research instrument. My first arguments have been reviewed with the aid of written questions. All four of my arguments could be confirmed. Good knowledge of the situation on the dance market and how the Dance School Pingi operates, being one of its dance teachers namely, was very helpful to me. The survey shows a very high rate of satisfaction with the complete School’s offer. The most important factors which influence on satisfaction and loyalty are dance teachers and a positive atmosphere in the Dance Sschool Pingi. According to the results, it could be established, that in the Dance School Pingi there are satisfied and loyal customers, which proves very good work within the company.. The Dance School Pingi, having its own goals and visions, however, justifies the name “the Good Dance School”.
Keywords:	satisfaction, loyalty, customers, long-term relationship with customers, loyalty programme, Customer Relationship Management- CRM, Customer satisfaction measuring.

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