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Title:Zadovoljstvo občanov s storitvami občinske uprave Občine Lovrenc na Pohorju
Authors:Manfreda, Jože (Author)
Milfelner, Borut (Mentor) More about this mentor... New window
Files:.pdf MAG_Manfreda_Joze_2016.pdf (1,54 MB)
MD5: 50C072EB1143D15C2783B8F9900FDC45
 
Language:Slovenian
Work type:Master's thesis/paper (mb22)
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Področje raziskovanja tega magistrskega dela je zadovoljstvo odjemalcev s storitvami. Zadovoljstvo odjemalcev danes predstavlja temeljni dejavnik uspeha. Zadovoljen odjemalec je zvest odjemalec, ki ponovno kupuje storitve ponudnika in jih priporoča tudi drugim odjemalcem. Ponudniki, ki ne zagotavljajo kakovostnih storitev, omogočajo svojim konkurentom, da ukradejo te odjemalce. Iz tega razloga ponudniki in tudi občine danes neprestano merijo in izboljšujejo kakovost svojih storitev. Raziskavo magistrskega dela smo opravili na primeru občinske uprave Občine Lovrenc na Pohorju, kjer smo proučevali zadovoljstvo občanov Občine Lovrenc na Pohorju s storitvami, ki jih občinska uprava izvaja. Raziskavo smo izvedli zato, ker v občinski upravi Občine Lovrenc na Pohorju v primerjavi z drugimi občinami premalo pozornosti posvečajo raziskovanju zadovoljstva svojih občanov s storitvami, ki jih izvajajo, in še vedno uporabljajo tradicionalna merila uspešnosti (finančne oziroma računovodske meritve). V empiričnem delu magistrskega dela smo ugotovili, da: občani poznajo pristojnosti občinske uprave (potrdili smo hipotezo H1), zaposleni bodo v bodoče morali paziti, kakšen prvi vtis bodo naredili na občana, ki bo prišel na občinsko upravo Občine Lovrenc na Pohorju reševat določeno zadevo, saj ta lahko bistveno vpliva na ustvarjanje prihodnjega mnenja (potrdili smo hipotezo H2), občani so zadovoljni z obstoječimi uradnimi urami in ni potrebe po njihovi spremembi (zavrnili smo hipotezo H3), občani niso najbolj zadovoljni z delom organov občine in občinske uprave na splošno ter da obstajajo razlike med spoloma v povprečnem zadovoljstvu z organi občine in občinske uprave (potrdili smo hipotezo H4), občani niso najbolj zadovoljni z izvajanjem dejavnosti, ki so v pristojnosti občinske uprave (zavrnili smo hipotezo H5), občani niso najbolj zadovoljni z zaposlenimi v občinski upravi (zavrnili smo hipotezo H6), občani so zadovoljni z gospodarskimi javnimi službami in režijskim obratom (potrdili smo hipotezo H7), občani pripisujejo investicijam velik pomen (potrdili smo hipotezo H8). Na podlagi rezultatov empirične raziskave (postavljene hipoteze in pobude, ki so jih občani navedli v anketnem vprašalniku), podatkov iz proračuna Občine Lovrenc na Pohorju za leto 2015 in spletne strani Ministrstva za kmetijstvo, gozdarstvo in prehrano smo oblikovali predloge izboljšav pri izvajanju storitev občinske uprave Občine Lovrenc na Pohorju na naslednjih področjih: turizem, kultura, spodbujanje malega gospodarstva, samooskrba, ločevanje pristojnosti med občinsko in državno upravo, zaposleni in reševanje vlog, organi občine, režijski obrat in gospodarske javne službe ter na področju investicij, kjer smo navedli investicije, ki bi jih Občina Lovrenc na Pohorju lahko izvedla s pomočjo sredstev iz lastnega proračuna ter uspešnega črpanja evropskih sredstev.
Keywords:odjemalec, zvestoba odjemalcev, zadovoljstvo odjemalcev, potrebe odjemalcev, vedenje odjemalcev, zadovoljen in nezadovoljen odjemalec, storitve, kakovost storitev, lokalna samouprava, občinska uprava, občina, organi občine.
Year of publishing:2016
Publisher:[J. Manfreda]
Source:Maribor
UDC:338.4
COBISS_ID:12672284 New window
NUK URN:URN:SI:UM:DK:8SCF0JUL
Views:951
Downloads:121
Metadata:XML RDF-CHPDL DC-XML DC-RDF
Categories:EPF
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Secondary language

Language:English
Title:Citizens satisfaction with the services provided by the municipal administration from the municipality of Lovrenc na Pohorju
Abstract:The field of research of this master’s thesis is customer satisfaction with services. Customer satisfaction represents an essential factor for success today. A satisfied customer is a loyal customer who repurchases the services of a provider and recommends it to other customers. Providers that do not provide quality services allow their competitors to steal those customers. For this reason, providers and municipalities continuously measure and improve the quality of their services. The research of the master’s thesis was carried out on the case of the municipal administration of the Municipality of Lovrenc na Pohorju, where we studied the citizens satisfaction with the services provided by the municipal administration from the Municipality of Lovrenc na Pohorju. The research was carried out because the municipal administration of the Municipality of Lovrenc na Pohorju, compared with other municipalities, devotes too little attention to research the degree of satisfaction of its citizens with the services they provide and still uses the traditional benchmark (financial or accounting measurements). In the empirical part of the master’s thesis, we found out that: citizens know the competence of the municipal administration (we confirmed the hypothesis H1); employees will have to be careful, in future, what kind of first impression they make on the citizens who will come to the municipal administration of the municipality of Lovrenc na Pohorju to solve a specific matter, as this may have a significant impact on the creation of a future opinion (we confirmed the hypothesis H2); citizens are satisfied with current opening hours and there is no need for their alteration (we reject the hypothesis H3); citizens are not very satisfied with the work of the municipal authorities (bodies) and municipal administration in general, and there are gender differences in the average satisfaction with the municipal authorities (bodies) and municipal administration (we confirmed the hypothesis H4); citizens are not very satisfied with the performance of activities that are within the competence of the municipal administration (we reject the hypothesis H5); citizens are not very satisfied with the employees in the municipal administration – we reject the hypothesis H6); citizens are satisfied with public utility and overhead facilities (we confirmed the hypothesis H7); citizens attach great importance to investments (we confirmed the hypothesis H8). Based on the results of the empirical research (set hypotheses and initiatives indicated by citizens in the survey questionnaire), data from the budget of the Municipality of Lovrenc na Pohorju from the year 2015 and the website of the Ministry of Agriculture, Forestry and Food, we have created some suggestions regarding improvements for the services provided by the municipal administration of the Municipality of Lovrenc na Pohorju in the following areas: tourism, culture, promotion of small business, self-catering, the separation of competences between municipal and state administration, employees and their speed for solving roles, municipal authorities (bodies), overhead facilities and public utilities, and for investments, where we stated the investments that the Municipality of Lovrenc na Pohorju could carry out with funds from its own budget and the successful absorption of European funds.
Keywords:customer, customer satisfaction, customer loyalty, customer needs, customer behavior, satisfied and dissatisfied customer, services, quality of services, local government, municipal administration, municipality, municipal authorities (bodies).


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