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Title:ANALIZA ZADOVOLJSTVA UPORABNIKOV V PODJETJU TUŠMOBIL D. O. O.
Authors:Abdić, Alma (Author)
Vukovič, Goran (Mentor) More about this mentor... New window
Files:.pdf VS_Abdic_Alma_2010.pdf (1,30 MB)
 
Language:Slovenian
Work type:Undergraduate thesis (m5)
Organization:FOV - Faculty of Organizational Sciences in Kranj
Abstract:Zadovoljstvo uporabnikov s storitvijo ali izdelkom ima velik vpliv na ponovne nakupe. Problem nastaja, ko želje potrošnikov niso dobro raziskane. Kaj je tisto, kar zadržuje stare in pritegne nove uporabnike? Namesto dragih marketinških pristopov, lahko izvedemo raziskavo zadovoljstva uporabnikov. Naloga je vsebinsko razdeljena na dva dela: V prvem, teoretičnem, opisujem teorijo zadovoljstva potrošnikov, predstavljam podjetje, segmentiranje in pozicioniranje trga ter podjetja. Navajam tudi raziskovalna vprašanja. Drugi del je prikaz praktičnega dela. Poudarek je na raziskavi trga. Na anketni vprašalnik je odgovorilo 100 naključnih mimoidočih ljudi iz gorenjske regije. Sledi analiza raziskave ter lastno mnenje in predlogi za izboljšanje poslovanja.
Keywords:Raziskava zadovoljstva, raziskovalna vprašanja, zadovoljstvo potrošnikov, mobilna telefonija.
Year of publishing:2010
Source:Kranj
COBISS_ID:6676499 Link is opened in a new window
NUK URN:URN:SI:UM:DK:HIWK7DXY
Views:2406
Downloads:368
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Categories:FOV
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Secondary language

Language:English
Title:CUSTOMER SATISFACTION ANALYSIS IN THE TUSMOBIL D.O.O.
Abstract:A successful company is the one that takes notice of customers wishes. The consumer, though, decides whether to stay true to the company or change allegiance and go to competition. It is of great significance to research consumer satisfaction since such survey offers the business to meet the wishes and needs of the consumer and to monitor the responses to new and already existing services and products. The situation regarding mobile telephony is changing quickly and there are lots of bidders. In my paper I chose a newcomer among mobile operators – Tušmobil – and delved into the satisfaction of their users. The paper is divided into two parts: The first one describes the theory of consumer satisfaction. It introduces the company, the segmentation and positioning of the market and the company. It cites the survey questions. The second part is empirical. The stress is on market research. 100 randomly chosen passers-by from the gorenjska region replied to the questionnaire. This way I obtained first hand information – direct personal contact with buyers and other prospective users is very important. The results of the survey and the analysis follow, the latter is accompanied by graphic representation. In the final part I give opinion and make suggestions as to the future dealings of the company.
Keywords:Reserch in satisfaction, research questions, consumer satisfaction, mobile telephony.


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