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Title:ZADOVOLJSTVO ODJEMALCEV Z IZDELKI PODJETJA MLEKARNA CELEIA, d.o.o.
Authors:ID Štefančič, Nataša (Author)
ID Mumel, Damijan (Mentor) More about this mentor... New window
Files:.pdf MAG_Stefancic_Natasa_2011.pdf (1,95 MB)
MD5: 76EB71116F635AC6E6293C8BBBD7E8C3
PID: 20.500.12556/dkum/1a2afb7d-0b97-4a25-91b9-901100fe7072
 
Language:Slovenian
Work type:Master's thesis/paper
Organization:EPF - Faculty of Business and Economics
Abstract:Živimo v času, ko postaja konkurenca med podjetji vse ostrejša, odjemalci pa postajajo vse bolj zahtevni in želijo za svoj denar dobiti vsaj toliko kot pričakujejo. Pogosto se ponudba izdelkov in storitev med podjetji skoraj ne razlikuje, zato imajo podjetja vedno težjo nalogo kako pritegniti odjemalce in biti boljši od konkurence. Podjetja se morajo zavedati, da so odvisna od odjemalcev in da morajo vso pozornost usmeriti k njim ter odkriti njihove nakupne navade ter se na podlagi tega prilagoditi njihovim željam in potrebam. Le na ta način bodo lažje izpolnili odjemalčeva pričakovanja in s tem dosegli njihovo zadovoljstvo. Na zadovoljstvo odjemalcev vpliva skupina dejavnikov in ne le sama kakovost in cena izdelka. Zato je pomembno, da se podjetje teh dejavnikov zaveda in jih upošteva pri uresničevanju svoje poslovne strategije. Le tako bo lahko odjemalcem zagotovilo večjo mero zadovoljstva in s tem tudi večjo mero njihove zvestobe. V teoretičnem delu sem opredelila značilnosti odjemalcev, vrste odjemalcev ter dejavnike, ki vplivajo na njihovo vedenje. Nato sem predstavila teorije in modele zadovoljstva ter pojasnila, kaj zadovoljstvo pomeni odjemalcem. V zadnjem teoretičnem delu pa sem predstavila metode merjenja zadovoljstva odjemalcev. V praktičnem delu sem najprej predstavila podjetje Mlekarna Celeia, d.o.o. Nato sem opredelila problem, namen in cilje raziskave. Oblikovala sem anketni vprašalnik, na podlagi katerega sem analizirala zadovoljstvo odjemalcev z izdelki podjetja Mlekarna Celeia, d.o.o. Ugotovila sem, da so odjemalci z izdelki podjetja Mlekarna Celeia, d.o.o. večinoma zadovoljni, kar predstavlja dobre temelje za uspešno poslovanje podjetja v prihodnosti.
Keywords:odjemalci, vedenje odjemalcev, zadovoljstvo odjemalcev, teorije in modeli zadovoljstva, merjenje zadovoljstva odjemalcev, zadovoljstvo odjemalcev z izdelki podjetja Mlekarna Celeia, d.o.o.
Place of publishing:Polzela
Publisher:[N. Štefančič]
Year of publishing:2011
PID:20.500.12556/DKUM-19180 New window
UDC:658.8
COBISS.SI-ID:10788380 New window
NUK URN:URN:SI:UM:DK:Z4XRWD02
Publication date in DKUM:26.10.2011
Views:3378
Downloads:562
Metadata:XML DC-XML DC-RDF
Categories:EPF
Misc.
:
ŠTEFANČIČ, Nataša, 2011, ZADOVOLJSTVO ODJEMALCEV Z IZDELKI PODJETJA MLEKARNA CELEIA, d.o.o. [online]. Master’s thesis. Polzela : N. Štefančič. [Accessed 4 April 2025]. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=19180
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Secondary language

Language:English
Title:CUSTOMER SATISFACTION WITH PRODUCTS OF COMPANY MLEKARNA CELEIA Ltd.
Abstract:Nowadays, when competition between the companies is getting tougher every single day, customers have numerous demands and wish to get as much as they can for their money. Differences in products and services amongst companies are hardly noticeable, therefore a really hard task awaist – the challenge of how to attract customers and be better than their competitors. Companies should be aware that they are fully dependent upon customers. For that reason, they have to pay all attention to them, find out about their recent shopping habits and having all that in mind - adjust to their wishes and needs. This is the only way of fulfilling customer's expectations easily and achieving a prominent satisfaction. A lot of factors have certain influence on customers, not only the price and the quality of a product. Companies should be aware of these facts and include them in their business strategy. That way, the customers should be pleased and their loyalty could be won over. In the theoretical part I define customer features, types of customers and factors influencing their behaviour. Then I present some theories and models of satisfaction and also explain what satisfaction actually means to customers. The final part of the section introduces some methods of measuring customer satisfaction. In the practical part of the thesis I present company Mlekarna Celeia Ltd. In addition, the problem, the purpose and the aim of this research are defined. With the help of a questionnaire I have been able to analyze customer satisfaction regarding the products of Mlekarna Celeia Ltd. I have found out that the customers are safistied with the company's products, which provides a solid foundation for successful business in the future.
Keywords:customers, customer behaviour, customer satisfaction, theories and models of satisfaction, measurement of customer satisfaction, customer satisfaction with products of company Mlekarna Celeia Ltd.


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