MERJENJE ZADOVOLJSTVA VLAGATELJEV V VZAJEMNIH SKLADIH DRUŽBE ZA UPRAVLJANJE INFOND D.O.O.

Pitamic, Miha

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Title:	MERJENJE ZADOVOLJSTVA VLAGATELJEV V VZAJEMNIH SKLADIH DRUŽBE ZA UPRAVLJANJE INFOND D.O.O.
Authors:	ID Pitamic, Miha (Author) ID Milfelner, Borut (Mentor) More about this mentor...
Files:	MAG_Pitamic_Miha_2018.pdf (1,51 MB) MD5: CC7FB7B571EB1E9F2ED24DA8C8DB8ADE PID: 20.500.12556/dkum/7ebcb60c-1839-4434-b979-92e72bc044d4
Language:	Slovenian
Work type:	Master's thesis/paper
Typology:	2.09 - Master's Thesis
Organization:	EPF - Faculty of Business and Economics
Abstract:	Magistrsko delo predstavlja pojem in koncept zadovoljstva odjemalcev storitev. Predstavlja dejavnike, ki vplivaj na zadovoljstvo odjemalcev in pomen, ki ga takšno zadovoljstvo prinaša za organizacijo ter posledice (ne)zadovoljstva odjemalcev. Poudarek dela je na merjenju zadovoljstva odjemalcev. Organizacije morajo ugotavljati (meriti) zadovoljstvo svojih odjemalcev, če želijo vedeti, kakšno je njihovo zadovoljstvo ter na tej osnovi ukrepati dalje. Z merjenjem zadovoljstva organizacija komunicira s svojimi odjemalci ter kaže zanimanje zanje. Modeli in metode merjenja so lahko različni, in sicer lahko organizacija izvede anketo za ugotavljanje zadovoljstva, uvede sistem pritožb in predlogov ali izvede analizo izgubljenih odjemalcev. V raziskovalnem delu naloge smo ugotavljali zadovoljstvo vlagateljev družbe Infond d.o.o. in kje se pojavljajo potrebe po izboljšanju ponudbe in storitev družbe. Raziskava je bila izvedena s pomočjo anketnega vprašalnika na vzorcu 113. izbranih odjemalcev v organizaciji oz. družbi Infond d.o.o.. Ugotovili smo, da so anketirani kot vlagatelji v vzajemne sklade družbe Infond d.o.o. v povprečju zadovoljni s storitvami družbe ter da ne obstajajo razlike v stopnjah zadovoljstva vlagateljev, ki so k skladom pristopili na različnih vpisnih mestih. Prav tako ne obstajajo razlike v zaznani kakovosti storitve med tistimi, ki so k skladom pristopili na različnih vpisnih mestih. Obstajajo pa razlike v zadovoljstvu vlagateljev glede na ustvarjen donos posameznikove naložbe. Velja, da višje kot je zadovoljstvo vlagateljev, bolj so zvesti družbi Infond d.o.o.. Kljub temu da rezultati kažejo visoko zadovoljstvo odjemalcev storitev družbe Infond d.o.o., se mora organizacija zavedati, da je potrebno nenehno skrbeti za inovativnost, konkurenčno prednost in tako skrbeti, da bodo obstoječi odjemalci ostajali zvesti in da bo družba pridobila nove odjemalce. Trenutno zadovoljstvo še ne pomeni zadovoljstva tudi v prihodnje.
Keywords:	zadovoljstvo, storitev, odjemalci, kakovost, pričakovanja, merjenje, Infond d.o.o.
Place of publishing:	Maribor
Publisher:	[M. Pitamic]
Year of publishing:	2018
PID:	20.500.12556/DKUM-70430
UDC:	339.13
COBISS.SI-ID:	13072156
NUK URN:	URN:SI:UM:DK:OURTHQGD
Publication date in DKUM:	29.08.2018
Views:	1224
Downloads:	145
Metadata:
Categories:	EPF
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Licences

License:	CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International

Link:	http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:	The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:	10.05.2018

Secondary language

Language:	English
Title:	MEASURING THE SATISFACTION OF INVESTORS IN FINANCIAL FOUNDS OF COMPANIE INFOND D.O.O.
Abstract:	The master's thesis is trying to evaluate the concept of customer service satisfaction. It represents factors that influence customer satisfaction and the importance that it brings to the company and the consequences of customer dissatisfaction. The focus of the thesis is on measuring the customer satisfaction. Companies need to determine (measure) the satisfaction of their customers to improve their company policies. By measuring the level of customer’s satisfaction, the company communicates with its clients and shows interest in them. Models and methods used for measurement may be different. A company can conduct a satisfaction survey, introduce a system of complaints and suggestions, or conduct an analysis of lost customers. In the research part of the thesis, we have researched the satisfaction of the investors of Infond d.o.o.. We were trying to establish if there is any need to improve the company's products and services. The survey was performed using a survey questionnaire on a sample of 113. Infonds selected customers. We found out that customers are generally satisfied with the services of the company and that there are no differences in the level of satisfaction and in the perceived quality of service of customers who joined the funds at different selling points. We found out that there are some differences in the perceived satisfaction of service with regards to the performance of the selected funds, and that a higher level of customer satisfaction leads to more loyal customers. Despite the fact that the results show a high level of customer satisfaction in Infonds services, the company must be aware that it is necessary to constantly innovate, to maintain a competitive advantage, to ensure that existing customers remain loyal and that the company will acquire new customers. Current level of customer satisfaction does not guarantee the same level of satisfaction in the future.
Keywords:	satisfaction, service, customer, quality, expectations, measurement, Infond d.o.o.

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