| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font
First page > Show document

Show document Help

Title:»SKRITI KUPEC« – OCENA KAKOVOSTI TELEFONSKIH STIKOV Z GOSPODINJSKIMI ODJEMALCI V SLOVENSKIH ELEKTRODISTRIBUCIJSKIH PODJETJIH
Authors:ID Prislan Jager, Sara (Author)
ID Radonjič, Dušan (Mentor) More about this mentor... New window
Files:.pdf MAG_Prislan_Jager_Sara_2012.pdf (3,60 MB)
MD5: 8155D6825962640877A70CCD603FBFAB
PID: 20.500.12556/dkum/2be14504-7883-44df-bf99-4151398c323a
 
Language:Slovenian
Work type:Master's thesis/paper
Organization:EPF - Faculty of Business and Economics
Abstract:Vse več storitvenih podjetij, ki želijo biti uspešna, uporablja različne metode za ugotavljanje svoje kakovosti storitev. Ena od teh metod je tudi metoda »Skritega kupca« za katero se uporabljajo različni izrazi in je tako v svetu kot v Sloveniji vedno bolj razširjena. Uporablja se za zunanje marketinške raziskave ali pa se izvaja znotraj samega podjetja, s katero se meri kakovost storitev. Magistrska naloga je razdeljena na dva glavna dela. V prvem delu je povzeta teorija o kakovosti storitev in zadovoljstvu uporabnikov, komuniciranju preko telefona, kjer je napisano nekaj o vrstah in načinih komuniciranja, izpostavljen pa je sam telefonski razgovor in njegov potek ter prednosti klicnih centrov v podjetjih. Po različnih avtorjih je opredeljena metoda »skritega kupca« in njena uporabnost. Razloženo je, kako potekajo izbira in priprave ter sama značilnost uspešnih skritih kupcev. Na koncu tega dela je dodano še nekaj izkušenj in uporabnost metode pri nas in v tujini ter poglavje o etiki in standardih metode. V sklopu aplikativnega dela je bila s pomočjo izbrane metode izpeljana raziskava, katere glavni namen in cilj sta bila ocenitev kakovosti posredovanja informacij gospodinjskim odjemalcem v klicnih centrih sedmih slovenskih elektrodistribucijskih podjetjih, in sicer podjetja Elektro Maribor, Elektro Ljubljana, Elektro Celje, Elektro Gorenjska, Elektro Primorska, Petrol in Gen-i. Z raziskavo, ki jo je opravilo trinajst skritih kupcev, se je ugotavljalo zadovoljstvo na področju poznavanja ponudbe in komunikacijskih spretnostih prodajnega osebja v klicnem centru izbranih podjetij. Vse ugotovitve so povzete in grafično prikazane za vsak sklop posebej.
Keywords:kakovost storitev, uporabniki, kontaktno osebje, klicni center, skriti kupec, elektrodistribucijsko podjetje, gospodinjski odjemalci
Place of publishing:[Maribor
Publisher:S. Prislan Jager
Year of publishing:2012
PID:20.500.12556/DKUM-22353 New window
UDC:658.8
COBISS.SI-ID:11074076 New window
NUK URN:URN:SI:UM:DK:EAQANWID
Publication date in DKUM:22.05.2012
Views:2843
Downloads:466
Metadata:XML DC-XML DC-RDF
Categories:EPF
:
Copy citation
  
Average score:(0 votes)
Your score:Voting is allowed only for logged in users.
Share:Bookmark and 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:»MYSTERY SHOPPER« – QUALITY ASSESSMENT OF TELEPHONE CONTACTS WITH HOUSEHOLD USERS IN THE SLOVENIAN ELECTRICITY DISTRIBUTION COMPANIES
Abstract:More and more service companies that want to be successful use different methods to determine their quality of service. One of these methods is the method of "mystery shopper" for which different terms are in use and it is becoming increasingly widespread in Slovenia as well around the world. It is used for external marketing researches or applied within the company itself to measure the quality of service. Master work is divided into two main parts. The first section summarizes the theory of service quality and user satisfaction. Moreover, the communication over the phone is presented with additional information on the types and ways of communication, exposing a telephone interview, its course and the benefits of call centres in companies. According to various authors, the method "mystery shopper" and its applicability is being defined. Furthermore, the ways of selecting the customers, its preparation, and the characteristic of the successful mystery shoppers is being explained. At the end of this section some experiences and the usage of such method in our country and abroad are being presented, in addition to a chapter on ethics and standards of this method. In the applicative part the research has been carried out, using this method, with its main purpose and goal to assess the quality of information transmission to household customers in call centres of seven Slovenian electricity distribution companies, namely Elektro Maribor, Elektro Ljubljana, Elektro Celje, Elektro Gorenjska, Elektro Primorska, Petrol and Gen-i. The research of thirteen mystery shoppers taking part was used to determine the satisfaction on the field of knowing the offer and communication skills of sales staff in the call centre of the chosen companies. All the findings are summarized and graphically shown for each section separately.
Keywords:quality of service, consumers, contact personnel, call centre, mystery shopper, electricity distribution companies, household users


Comments

Leave comment

You must log in to leave a comment.

Comments (0)
0 - 0 / 0
 
There are no comments!

Back
Logos of partners University of Maribor University of Ljubljana University of Primorska University of Nova Gorica