ZADOVOLJSTVO STRANK V PODJETJU AHAT SERVIS, D.O.O.

Svetelj, Teja

| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

First page > Show document

Show document

Title:	ZADOVOLJSTVO STRANK V PODJETJU AHAT SERVIS, D.O.O.
Authors:	ID Svetelj, Teja (Author) ID Vukovič, Goran (Mentor) More about this mentor...
Files:	UNI_Svetelj_Teja_2012.pdf (2,19 MB) MD5: 34643E04FDF00DC6605D5AB75D6F06AB PID: 20.500.12556/dkum/c30f308f-41e0-49a0-9d7d-d012e9d2833e
Language:	Slovenian
Work type:	Undergraduate thesis
Organization:	FOV - Faculty of Organizational Sciences in Kranj
Abstract:	V diplomski nalogi smo se ukvarjali s problematiko zadovoljstva strank v podjetju AHATServis, d.o.o. Le podjetje, ki ohranja in se trudi za potrošnikovo zadovoljstvo, povečuje in zagotavlja konkurenčnost na trgu. Zadovoljne stranke so velikokrat tudi zveste stranke, vemo pa, da ohranjanje strank stane manj, kot pa pridobivanje novih. V teoretičnem delu diplomske naloge, smo predstavili pojem potrošnika, predstavili pomen zadovoljstva in nezadovoljstva odjemalcev, njegovo zvestobo in možne metode merjenja zadovoljstva. Razumevanje teh pojmov in nakupnega odločanja je nujno potrebno za nadaljnjo raziskavo. V praktičnem delu smo izvedli analizo zastavljenega vprašalnika, ter sprejeli ali zavrnili postavljene hipoteze, na podlagi katerih smo tudi zasnovali vprašalnik. Zadovoljstvo smo ugotavljali na podlagi različnih dejavnikov, ki se nam jih je zdelo pomembno vključiti v obravnavo. Glede na rezultate analize, smo povzeli ključne ugotovitve in predloge za izboljšavo, ki bi podjetju omogočali uspešnejše poslovanje.
Keywords:	potrošnik, zadovoljstvo, zvestoba, merjenje zadovoljstva, vprašalnik
Place of publishing:	Kranj
Year of publishing:	2012
PID:	20.500.12556/DKUM-37007
COBISS.SI-ID:	7086867
NUK URN:	URN:SI:UM:DK:RNXPY9FG
Publication date in DKUM:	13.11.2012
Views:	2418
Downloads:	227
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:	CUSTOMER SATISFACTION IN COMPANY AHAT SERVIS, D.O.O.
Abstract:	In this thesis, we dealt with the issue of customer satisfaction in the company AHATServis, Ltd. Only a company that maintains and strives consumer satisfaction, increases the competitive edge in the market. Satisfied clients are often loyal customers, but we know that retaining customers costs less than acquiring new ones. In the theoretical part of the paper, we introduced the concept of the consumer, outlined the importance of customer satisfaction and dissatisfaction, his loyalty and possible methods of measuring customer satisfaction. Understanding these concepts and the purchase decision is urgently needed for further study. In practical part of the paper, we performed an analysis of the questionnaire and accept or reject our hypothesis, on which we also designed the questionnaire. Satisfaction was determined on the basis of various factors that we found important to include in the study. Given the results of the analysis, we summarized the key findings and suggestions for improvements that would allow better performance of the company.
Keywords:	customer/consumer, satisfaction, loyalty, measuring of the satisfaction, questionnaire

Comments

Leave comment

You must log in to leave a comment.

Comments (0)

0 - 0 / 0

There are no comments!

Back