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Title:RAZISKOVANJE VEDENJA UPORABNIKOV POŠTNE ENOTE 2116 POŠTE SLOVENIJE
Authors:ID Benkovič, Darja (Author)
ID Mumel, Damijan (Mentor) More about this mentor... New window
Files:.pdf MAG_Benkovic_Darja_2013.pdf (2,91 MB)
MD5: F635D04C98C5B9FA174E6A85873DA2C3
PID: 20.500.12556/dkum/8e738c11-903e-42f4-998e-bbbc1a9f68b7
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:POVZETEK Uporabniki podjetij so bili včasih nekaj samoumevnega. Podjetja se niso ukvarjala z željami ali s potrebami svojih uporabnikov. Pravzaprav jih zadovoljstvo uporabnikov sploh ni zanimalo. V današnjem času pa je osnova za uspešno podjetje zadovoljstvo uporabnika. Živimo v informacijski dobi, ki premika meje. Omogoča neskončne priložnosti za različna podjetja, organizacije in posameznika. Vse te priložnosti pa vodijo v konkurenčni boj na trgu. Če želi biti podjetje uspešno, mora ves svoj trud in energijo usmeriti v zadovoljstvo svojih uporabnikov. Z njimi mora graditi na medsebojnem zaupanju in kakovostnem odnosu. Zavedati se mora, da to vpliva na dolgoročni uspeh poslovanja. Ugotoviti mora katere so želje, potrebe, pričakovanja uporabnikov ter poskuša svoje storitve prilagoditi zadovoljstvu le-teh, kajti le zadovoljen uporabnik je velik pokazatelj uspešnega podjetja. Tako si podjetje istočasno veča tržni delež in prodajo na trgu, v uporabniku pa vzbuja prijetne občutke, ki vodijo v pozitivno mnenje o podjetju. Zelo pomembno je, da se vsi v podjetju zavedajo, predvsem pa kontaktno osebje (mera odgovornosti in profesionalnosti ob prvem kontaktu), kako pomembno je zadovoljstvo uporabnikov. Uspešna podjetja stalno razvijajo in izboljšujejo svoje storitve, da bi obdržala svojo konkurenčnost pred drugimi podjetji. Predvsem za podjetja, ki se izključno ukvarjajo s storitvami, je ključnega pomena, da ugotavljajo, kako so uporabniki zadovoljni z njihovimi storitvami. V primerjavi z izdelki vemo, da so storitve nevidne, neoprijemljive, jih ne moremo otipati, vonjati ali okusiti; s pomočjo rezultatov različnih raziskav dobijo povratne informacije uporabnikov. Te so jim v pomoč in vodilo za nadaljnje korake ter postopke v poslovanju. Magistrska naloga je razdeljena na teoretični in empirični del. Teoretičen del je razdeljen na tri glavna poglavja. V prvem poglavju sem opredelila storitve, preučila njihov pomen in značilnosti. Drugo poglavje se nanaša na uporabnike storitev, njihov pomen in vedenje uporabnikov. V tretjem poglavju sem opredelila zadovoljstvo uporabnikov in njihov pomen ter merjenje zadovoljstva uporabnikov. V empiričnem delu magistrske naloge je predstavljena Pošta Slovenije. Izvedena je kvantitativna raziskava vedenja uporabnikov poštne enote 2116. Z raziskavo sem pridobljene podatke obdelala in na podlagi teh podatkov preverila hipoteze ter podala sklepne ugotovitve. Vse zastavljene cilje v okviru empiričnega dela naloge sem izpolnila. Rezultati raziskave so pokazali, da so uporabniki na splošno zadovoljni s poštno enoto 2116. To potrjujejo visoke povprečne ocene splošnega zadovoljstva s poštno enoto.
Keywords:Ključne besede: storitve, zadovoljstvo uporabnikov, vedenje uporabnikov, merjenje zadovoljstva uporabnikov
Place of publishing:Maribor
Publisher:[D. Benkovič]
Year of publishing:2013
PID:20.500.12556/DKUM-39905 New window
UDC:658.8
COBISS.SI-ID:11408412 New window
NUK URN:URN:SI:UM:DK:WNYTFT3T
Publication date in DKUM:13.06.2013
Views:1711
Downloads:219
Metadata:XML DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:RESEARCH OF CONSUMER BEHAVIOUR IN POST UNIT 2116 OF POST SLOVENIA
Abstract:SUMMARY In the past consumers were taken for granted. Companies did not think about their wants and needs. Actually, they were not interested in consumers’ satisfaction. Nowadays, if a company wants to be successful it must satisfy their needs. We live in the age of information that continuously pushes the boundaries of science and technology. It enables endless opportunities for various companies, organizations and individuals. All of these opportunities lead companies to compete in the market field. If a company wants to be successful, it must put all of its effort and energy in the goal of satisfying consumers’ needs. Together, they should build on mutual trust and quality of their relationship. A company should realize that being on good terms with the consumers, influences its long-term economic success. Furthermore, a company must establish what the consumer’s desires, needs, and expectations are, and thus try to adjust its services to satisfy them. A satisfied consumer is the best indicator of a successful company. At the same time, a company increases its market share and sales and evokes positive sensations in the consumers. Consecutively, the consumers share their positive opinion of a company with others. It is very important that everyone in a company, especially the contact staff (a certain degree of responsibility and professionalism at first contact), know how valuable the consumer’s satisfaction is. Successful companies continuously develop and improve their services in order to maintain their competitive position in the business world. This is above all important for companies that are exclusively involved with services. It is crucial to find out, how consumers are satisfied with their services. When comparing products with services, it is obvious that the latter are invisible, intangible, we cannot feel, smell or taste them; but through the results of various surveys, companies get feedback from consumers. These results help and guide them in further steps and business procedures. Master thesis is divided into theoretical and empirical work. The theoretical part is divided into three main chapters. In the first chapter, I defined services, explored their meaning and characteristics. In the second chapter, I defined consumers, their importance and behavior. In the third chapter, I defined consumers’ satisfaction and its significance. Furthermore, I defined measurement of consumers’ contentment. The Post of Slovenia is presented in the empirical part of the thesis. A quantitative research of consumers’ behavior in the postal unit 2116 was carried out. Based on the survey data which I obtained and processed, I verified the suppositions and made conclusions. I fulfilled all goals that were set in the empirical part of the thesis. The survey has shown that users are generally satisfied with the postal unit 2116. This was confirmed by the high average ratings of overall satisfaction with the postal unit.
Keywords:Keywords: services, consumer satisfaction, consumer behavior, measurement of consumer satisfaction


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