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RAZŠIRJENOST B2B POSLOVANJA V SLOVENIJI
Simona Kastelic, 2009, undergraduate thesis

Abstract: Elektronsko poslovanje in trgovanje B2B spreminjata klasično delovanje podjetij in državljanov. Novi načini poslovanja so ustvarili novo poslovno okolje, kjer je vsem subjektom omogočeno nastopanje na globalnem trgu. Podjetjem ponuja mnogo prednosti, seveda pa morajo podjetja za izkoriščanje vseh prednosti tudi uspešno implementirati različne strateške in tehnične rešitve, da s tem preskočijo marsikatero oviro oziroma se izognejo slabostim. Če so podjetja pripravljena veliko vložiti v znanje in sodobno tehnologijo, se bo zvečala tudi njihova konkurenčna prednost na trgu. Na žalost pa je marsikatero podjetje še vedno skeptično do elektronskega poslovanja B2B, saj njihova vodstva ne marajo sprememb in niso pripravljena reorganizirati poslovanja. Težava se pojavlja predvsem pri uvajanju tega načina poslovanja. Zagonski stroški so lahko precejšnji, saj je treba nabaviti vso potrebno tehnologijo, programsko opremo, plačati pa tudi izobraževanje in usposabljanje zaposlenih. Podjetja se ne zavedajo dolgoročne koristi elektronskega poslovanja B2B in prednosti, ki bi jih z njim pridobili. Organizacija mora delovati in misliti globalno. Zavedati se mora trendov in zahtev, ki jih narekujejo kupci in tržišče. Elektronsko poslovanje ni namenjeno le večjim podjetjem in organizacijam, koristno je tudi manjšim organizacijam, saj bi jim omogočilo razcvet.
Keywords: elektronsko poslovanje elektronsko poslovanje B2B (business-to-business), elektronsko poslovanje B2C (business-to-customer), distribucija
Published: 21.10.2009; Views: 2990; Downloads: 435
.pdf Full text (327,16 KB)

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Asymmetric and nonlinear impact of attribute-level performance on overall customer satisfaction in the context of car servicing of four European automotive brands in Slovenia
Slavko Ažman, Boštjan Gomišček, 2012, original scientific article

Abstract: The paper examines the nonlinearity and asymmetry between the satisfaction with individual attributes of the service and overall satisfaction in the context of passenger car servicing in Slovenia. The data set that was analysed was acquired from a regular survey on customer satisfaction with vehicle repair and maintenance services of four European automotive brands in Slovenia, carried out in 2005 and 2006 through 12,941 computer-assisted telephone interviews. Specifically, this study utilizes regression analysis in order to test the asymmetry and nonlinearity of the link between the attribute-level performance and overall satisfaction. The results show that the influence of dissatisfaction is different from the influence of satisfaction, and that the influence of satisfaction on overall satisfaction is greater than the influence of dissatisfaction. The results also show that nonlinearity is applicable to certain attributes of vehicle servicing, but not to all. We can sum up that precise knowledge of the correlation between the attribute-level performance of vehicle servicing and overall service satisfaction is important. Results show that caution must be employed in the evaluation of the importance of individual attributes on overall satisfaction, since the importance can change depending on the level of satisfaction. It appears that focusing on improving satisfaction is more important than focusing on lessening dissatisfaction. Results also show that the improvement of attribute-level performance offers diminishing returns; therefore, selective investment in activities for increasing customer satisfaction is sensible if satisfaction levels are already relatively high.
Keywords: service quality, customer satisfaction, automotive industry, nonlinearity, asymmetry
Published: 06.06.2012; Views: 1905; Downloads: 177
.pdf Full text (1,44 MB)
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