| | SLO | ENG | Cookies and privacy

Bigger font | Smaller font

Show document Help

Title:ZADOVOLJSTVO IN ZAUPANJE REZIDENTOV NAROČNIKOV Z IZBRANIMI MOBILNIMI OPERATERJI
Authors:ID Lah, Luka (Author)
ID Milfelner, Borut (Mentor) More about this mentor... New window
Files:.pdf MAG_Lah_Luka_2014.pdf (1,90 MB)
MD5: 323F4DADB25718A73C350D8E81A3D6C3
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Uporaba mobilnih storitev je postala zelo pomemben del našega vsakdana in vedno bolj vpliva na način komuniciranja, pridobivanja in deljenja informacij, zabave, nakupovanja, brskanja po internetu ipd. Zato morajo mobilni operaterji vedno znova spreminjati in izboljševati ponudbo, da bi lahko zadovoljevali potrebe in želje odjemalcev. Zaradi tega je bil cilj magistrskega dela raziskati zadovoljstvo in zaupanje rezidentov naročnikov z izbranim mobilnim operaterjem, ki sta med ključnimi dejavniki zvestobe. V teoretičnem delu smo najprej opredelili koncept odjemalca, zadovoljstva in zaupanja. Na začetku praktičnega dela smo predstavili razvoj mobilne telefonije in mobilnih telefonov ter odjemalce storitev mobilne telefonije. V drugem delu smo predstavili tri mobilne operaterje, ki v Sloveniji obvladujejo več kot 90 odstotkov vseh odjemalcev mobilne telefonije – Telekom Slovenije, Si.mobil in Tušmobil. V zadnjem, empiričnem, delu magistrskega dela pa je predstavljena raziskava, ki je bila izvedena med odjemalci osebne naročniške mobilne telefonije treh največjih slovenskih mobilnih operaterjev. Raziskava je pokazala, da so odjemalci oziroma rezidenčni naročniki storitev treh največjih mobilnih operaterjev v Sloveniji v povprečju zadovoljni in zaupljivi glede dejavnikov ponudbe mobilnih operaterjev. Najbolj zadovoljni so s prodajnim osebjem. Prav tako se je izkazalo, da so zaupljivejši tisti, ki imajo naročniško razmerje pri izbranem mobilnem operaterju sklenjeno daljše časovno obdobje.
Keywords:odjemalec, zadovoljstvo, zaupanje, mobilni operaterji, Telekom Slovenije, Si.mobil, Tušmobil
Place of publishing:Maribor
Publisher:[L. Lah]
Year of publishing:2014
PID:20.500.12556/DKUM-43660 New window
UDC:339.13
COBISS.SI-ID:11712796 New window
NUK URN:URN:SI:UM:DK:XIRGDL4Z
Publication date in DKUM:22.05.2014
Views:1550
Downloads:193
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
:
Copy citation
  
Average score:(0 votes)
Your score:Voting is allowed only for logged in users.
Share:Bookmark and Share


Hover the mouse pointer over a document title to show the abstract or click on the title to get all document metadata.

Secondary language

Language:English
Title:THE SATISFACTION AND TRUST OF RESIDENT POST-PAID USERS WITH THEIR SELECTED MOBILE OPERATOR
Abstract:The use of mobile services has become a very important part of our daily lives and it will continue to impact out way of communicating, acquiring and sharing information, entertainment, shopping, surfing the Internet, etc. For this reason, mobile operators have to constantly change and improve their services to meet the requirements and needs of their customers. The purpose of this master's thesis was therefore to research the satisfaction and trust of resident post-paid users with their selected mobile operator, as these are among the key elements of customer loyalty. The theoretical part first defines the concept of customer, satisfaction and trust. The beginning of the practical part presents the development of mobile telephony, mobile telephones and the users of mobile telephony services. The second part presents the three mobile operators that service more than 90% of all the mobile telephony users – Telekom Slovenije, Si.mobil and Tušmobil. The last, empirical, part of the master's thesis presents the research which was carried out among the users of personal mobile telephony of the three largest Slovene mobile operators. The research showed that the customers or resident post-paid users of the three largest mobile operators in Slovenia were on average satisfied and trustful with regard to the elements of the services offered by the mobile operators. The highest satisfaction was expressed with regard to the sales staff. The findings also revealed that the level of trust was the highest among the customers who had long-term contracts with the selected mobile operators.
Keywords:customer, satisfaction, trust, mobile operators, Telekom Slovenije, Si.mobil, Tušmobil


Comments

Leave comment

You must log in to leave a comment.

Comments (0)
0 - 0 / 0
 
There are no comments!

Back
Logos of partners University of Maribor University of Ljubljana University of Primorska University of Nova Gorica