Ugotavljanje zadovoljstva strank v transportnem podjetju s pomočjo metode servqual

Geiser, Marko

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Title:	Ugotavljanje zadovoljstva strank v transportnem podjetju s pomočjo metode servqual
Authors:	ID Geiser, Marko (Author) ID Kramar, Uroš (Mentor) More about this mentor...
Files:	VS_Geiser_Marko_2017.pdf (1,47 MB) MD5: A10752F375525BB1EC80FC121ECF6493
Language:	Slovenian
Work type:	Bachelor thesis/paper
Organization:	FL - Faculty of Logistic
Abstract:	Cilj diplomske naloge je bil s pomočjo anketnega vprašalnika, ki smo ga osnovali na podlagi metode Servqual, ugotoviti zadovoljstvo strank s transportnimi storitvami proučevanega podjetja. V teoretičnem delu diplomskega dela smo s pomočjo literature proučili ključne pojme in ključna področja, povezana z zaznavanjem kakovosti storitev ter z zadovoljstvom strank. V praktičnem delu sledi analiza rezultatov ankete. To smo sestavili na podlagi metode Servqual in priredili glede na specifiko opazovanega podjetja. Pridobljene rezultate smo analizirali in rezultate analiz uporabili v tabelah za pridobitev Servqualovih ocen dimenzij. Rezultati metode Servqual so pokazali, da je do največje vrzeli prihajalo v dimenziji »zanesljivost«, kar je potrdilo prvo hipotezo. Za potrditev druge hipoteze smo morali s pomočjo diagrama ribje kosti poiskati vzroke za nastanek vrzeli v dimenziji »zanesljivost«. Drugo hipotezo smo le delno potrdili, saj pričakovani vzrok za nastalo vrzel ni bil edini vzrok za njen nastanek. V zaključku diplomskega dela smo podali nekaj predlogov izboljšav.
Keywords:	kakovost, zadovoljstvo strank, Servqual, merjenje zadovoljstva strank, merjenje kakovosti.
Place of publishing:	Maribor
Year of publishing:	2017
PID:	20.500.12556/DKUM-65516
NUK URN:	URN:SI:UM:DK:JYTWB3FS
Publication date in DKUM:	28.08.2017
Views:	1533
Downloads:	267
Metadata:
Categories:	FL
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Secondary language

Language:	English
Title:	Measuring customer satisfaction in transport company with the help of servqual method
Abstract:	The aim of the thesis was to identify the customer satisfaction with transport services of the discussed company through a questionnaire, designed based on the Servqual method. In the theoretical part of the thesis we used literature to study the key concepts and key areas, connected with the perception of service quality and customer satisfaction. In the practical part, we analysed the results of the survey. The survey was designed based on the Servqual method and adapted to the specifics of the discussed company. We analysed the gained results and presented them in tables in order to obtain the Servqual assessments of dimensions. The results of the Servqual method showed the greatest gaps for the dimension “reliability”, which confirmed our first hypothesis. In order to confirm the second hypothesis, we had to find causes for the emerge of gaps in the dimension “reliability” through the fishbone diagram. We only partially confirmed the second hypothesis, since the expected cause for the existing gap was not the only cause for the gap. In the conclusion of the thesis we presented some suggestions for improvement.
Keywords:	quality, customer satisfaction, Servqual, measuring customer satisfaction, measuring quality.

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