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Title:ANALIZA ZADOVOLJSTVA UPORABNIKOV STORITEV TURISTIČNIH AVTOBUSNIH PREVOZOV NA PRIMERU PODJETJA POHORJE TURIZEM D.O.O. IN S.P.
Authors:Valand, Anita (Author)
Lebe, Sonja Sibila (Mentor) More about this mentor... New window
Files:.pdf VS_Valand_Anita_2016.pdf (1,02 MB)
MD5: 4FC4B05783DB70A7C0117ABFDC347088
 
Language:Slovenian
Work type:Undergraduate thesis (m5)
Typology:2.11 - Undergraduate Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Tema diplomske naloge so turistični avtobusni prevozi, njihova vloga v turističnem prevozništvu in zadovoljstvo uporabnikov prevozov s storitvami podjetja Pohorje turizem, d. o. o., in s. p. V teoretičnem delu diplomske naloge smo opisali, kaj je prevoz oziroma transport, in pojasnili, da je cestno prevozništvo osrednje gibalo družbenega in gospodarskega življenja. Na tej osnovi temeljijo tudi turistični avtobusni prevozi, ki morajo biti udobni in varni. Pri tem je pomemben tudi okolijski vidik avtobusnega turističnega prometa, ki v primerjavi z osebnimi vozili velja za okolju prijaznejšega. Zadovoljstvo uporabnikov turističnih storitev je eden ključnih dejavnikov za uspešno poslovanje ponudnikov turističnih storitev in prav zato smo se v raziskovalnem delu diplomske naloge odločili izmeriti stopnjo zadovoljstva odjemalcev storitev podjetja Pohorje turizem, d. o. o., in s. p. s pomočjo anketiranja končnih odjemalcev in posrednikov prevozne storitve. Predvsem nas je zanimalo, ali so bili končni odjemalci zadovoljni s ceno ter s kakovostjo storitev, vključenih v programe podjetja, in ali so bili posredniki prevoznih storitev zadovoljni s kakovostjo tehničnega dela storitev ter s kakovostjo storitev administrativnega osebja. Izvedeti smo želeli, na podlagi katerih dejavnikov se odjemalci storitev podjetja Pohorje turizem, d. o. o., in s. p. odločajo za koriščenje njihovih storitev, saj lahko podjetje le tako ugotovi, na katerih področjih potrebuje novosti in izboljšave glede ponudbe. Turistične storitve so konkurenčne le kot paket celovitih storitev in takšen paket mora odjemalcu turističnih storitev omogočati, da se počuti dobro, saj to odločilno vpliva na njegovo odločitev o ponovnem koriščenju storitev podjetja.
Keywords:turizem, avtobusni prevozi, analiza zadovoljstva odjemalcev
Year of publishing:2016
Publisher:[A. Valand]
Source:Maribor
UDC:338.48
COBISS_ID:12556828 New window
NUK URN:URN:SI:UM:DK:PJT9UWIH
Views:709
Downloads:79
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Categories:EPF
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Secondary language

Language:English
Title:ANALYSIS OF TOURIST BUS SERVICES USERS' SATISFACTION; CASE OF POHORJE TURIZEM D.O.O. AND S.P.
Abstract:This thesis discusses the tourism buses’ transport, its role in the tourism transport and the satisfaction of the Pohorje turizem d. o. o. and s. p. tourism transports’ services. In the theoretical part of the thesis the transportation is described. In the same part we also deal with the fact that road transportation is the central mover of social and economic life. This is the basis of tourist buses’ transport. These transports have to be comfortable and safe. The ecological aspect of tourist buses’ traffic is also important. The latter is in comparison to cars friendlier. The tourism services users’ satisfaction is one of the key factors for a successful business of the tourism services providers. Thus, we have decided to measure the rate of Pohorje turizem, d. o. o. and s. p. clients’ satisfaction in the research part of the thesis. This was done by interviewing clients and intermediaries of transportation service. The clients’ satisfaction regarding the price and the quality of services incorporated into the company’s programs was of great importance for us. We also wanted to know whether intermediaries of transport services were satisfied with the quality of the technical part of the services and with the quality of administrative staff’s services. We wanted to establish which factors were important in deciding to use the services of the company in question. This is the only way that the company can determine those areas that need novelties and improvements regarding the offer. Tourism services are competitive solely as a combination of complete services. This combination must provide the client the possibility to feel good, thus decisively affecting his or her decision to again use the company’s services.
Keywords:tourism, bus transports, analysis of customers’ satisfaction


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