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Title:ZADOVOLJSTVO UPORABNIKOV Z VADBO VARNE VOŽNJE V CENTRU ŠPANIK
Authors:ID Kočar, Polonca (Author)
ID Mumel, Damijan (Mentor) More about this mentor... New window
Files:.pdf MAG_Kocar_Polonca_2013.pdf (2,84 MB)
MD5: 76C40CBE9EF944E52E7878237D5DE454
PID: 20.500.12556/dkum/caa31395-5343-4bc9-99b8-f6a80a2f1f8a
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:POVZETEK Vsako podjetje se na trgu srečuje s številnimi konkurenti. Da bi preživeli, so primorani uporabnikom ponuditi nekaj več, kar jih bo zadovoljilo in prepričalo, da so izbrali pravega ponudnika. Prav zaradi tega je merjenje zadovoljstva uporabnikov zelo pomembno. Znati je treba prisluhniti željam in potrebam uporabnikov in na podlagi tega ponuditi tako ponudbo, ki bo še bolj zadovoljila bodoče uporabnike. Za podjetje je zelo pomembno, da pozna uporabnikove potrebe, želje, ker jim lahko tako ponudi tisto, kar želijo. Skrb za zadovoljne uporabnike je osrednja naloga vsakega podjetja, saj zadovoljen uporabnik širi pozitivne informacije o storitvah in je najboljša promocija za podjetje. V magistrskem delu smo ugotavljali zadovoljstvo uporabnikov z vadbo varne vožnje v centru Španik, ter teoretično in empirično raziskali vse elemente merjenja zadovoljstva uporabnikov s storitvami. V teoretičnem delu smo proučili relevantno literaturo s področja uporabnikov storitev ter opredelili pojem uporabniki storitev, njihov pomen, vrste in njihovo vedenje. Proučili smo še zadovoljstvo uporabnikov storitev ter pomen in dejavnike zadovoljstva uporabnikov. Ob koncu smo pregledali še literaturo s področja merjenja zadovoljstva uporabnikov s poudarkom na pomenu, modelih in metodah merjenja zadovoljstva. V praktičnem delu smo predstavili podjetje Španik in programe, ki jih podjetje izvaja. Podrobneje smo opisali vadbo varne vožnje, ki je predmet raziskovanja. Nato smo opredelili problem, namen in cilje raziskave. Izvedli smo kvantitativno raziskavo merjenja zadovoljstva uporabnikov vadbe varne vožnje v centru Španik. Raziskavo smo izvedli na podlagi anketnega vprašalnika. V raziskavi je sodelovalo 108 vprašanih uporabnikov. S pomočjo rezultatov analize smo preverili veljavnost postavljenih hipotez. Na koncu smo prikazali rezultate analize in sklepne ugotovitve. Rezultati so doprinesli pomembna spoznanja o vedenju uporabnikov vadbe varne vožnje, in bodo pripomogli k nadaljnjemu razvoju in izboljšanju vadbe varne vožnje v centru Španik. Ugotovili smo, da so uporabniki zadovoljni z vadbo varne vožnje, kar predstavlja dobre temelje za uspešno poslovanje podjetja v prihodnosti.
Keywords:Ključne besede: storitev, uporabniki storitev, vedenje uporabnikov, zadovoljstvo uporabnikov storitev, merjenje zadovoljstva uporabnikov, modeli merjenja zadovoljstva uporabnikov, metode merjenja zadovoljstva, vadba varne vožnje.
Place of publishing:Puconci
Publisher:[P. Kočar]
Year of publishing:2013
PID:20.500.12556/DKUM-39904 New window
UDC:658.8
COBISS.SI-ID:11408156 New window
NUK URN:URN:SI:UM:DK:KSDHDYUN
Publication date in DKUM:12.06.2013
Views:2174
Downloads:423
Metadata:XML DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:CUSTOMER SATISFACTION WITH THE PRACTICE OF SAFE DRIVING IN CENTER ŠPANIK
Abstract:SUMMARY On the market each company meets lots of competitors. To survive they have to offer their consumers something more to satisfy and convince them how to choose the right provider. This is why measuring consumers’ satisfaction is very important. For the company is significant to listen the consumers’ needs and wishes and according to those prepare such an offer to satisfy them the most. It is important for the company to know the consumers needs and wishes and therefore offer them what they want. The concern of the satisfied consumers is the major task of each company because the satisfied user expands the positive information about the services and is the best promotion for the company. This thesis deals with the findings about the consumers’ satisfaction with the safe-driving practice in Španik centre. All elements of the measurement of the consumers’ satisfaction with the services have been theoretically and empirically researched. In the theoretical part we examine the relevant literature in the field of consumers’ service and to define the concept of consumers’ service, their importance, type and behavior. We also studied the satisfaction of consumers’ service, the meaning and factors of consumers’ satisfaction. At the end we also review the literature on the measurement of consumers’ satisfaction with an emphasis on the importance of models and methods of measuring consumers’ satisfaction. In practical work, we presented company Španik and programs implemented by the company. More specifically, we examined the exercise of safe driving, which is the subject of research. Then we define the problem, research purpose and the aim of this research objective. We made a quantitative survey of measuring consumers’ satisfaction of exercise safe driving in the center Španik. The research was carried out on the basis of a survey questionnaire. In a survey collaborate 108 respondents. The validity of hypothesis has been checked with the help of the analysis results. In the end the analysis results and conclusions are shown. Results have yielded important insights about consumers’ behaviour of safe-driving practice and these will help contribute to the further development and improvement of safe-driving practice in Španik centre. It has been determined that the consumers of safe-driving practice are satisfied, which is a good foundation for successful business of the company in the future.
Keywords:services, consumers service, consumers behavior, satisfaction of consumers service, measurement of consumers’ satisfaction, methods of satisfaction measurement, safe-driving practice. 


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