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Title:
Zadovoljstvo odjemalcev v Steklarstvu Mlakar, s. p.
Authors:
ID
Kos, Lara
(Author)
ID
Milfelner, Borut
(Mentor)
More about this mentor...
Files:
UN_Kos_Lara_2020.pdf
(1,28 MB)
MD5: 94C0D2A80D770DCB2AE1C2E4A374CAAE
PID:
20.500.12556/dkum/c78f5494-9334-4ada-a871-7a6286c7344c
Language:
Slovenian
Work type:
Diploma project paper
Typology:
2.11 - Undergraduate Thesis
Organization:
EPF - Faculty of Business and Economics
Abstract:
Delo diplomskega projekta temelji na raziskavi zadovoljstva odjemalcev v Splošnem steklarstvu in uokvirjanju slik Slavko Mlakar, s. p. Zadovoljstvo odjemalcev je ključnega pomena za obstoj, razvoj in doseganje ciljev podjetja, predstavlja pa tudi konkurenčno prednost. Ker imajo odjemalci različna pričakovanja, potrebe, želje, zaznavanja glede vrednosti in kakovosti izdelkov oz. storitev, je naloga podjetja, da prepozna in izpolni pričakovanja, potrebe in želje svojih odjemalcev, kajti le tako bodo ti zadovoljni in se bodo vračali ter ostajali zvesti podjetju. Z raziskavo, ki smo jo izvedli s pomočjo anketnega vprašalnika, katerega je rešilo 70 odjemalcev Steklarstva Mlakar, s. p., smo želeli ugotoviti splošno zadovoljstvo odjemalcev podjetja in prepoznati prednosti podjetja ter možnosti za izboljšave. Rezultati raziskave so pokazali, da so odjemalci na splošno zelo zadovoljni s podjetjem in da so do podjetja zvesti. Kakovost izdelkov in storitev, ki jih nudi podjetje, so ocenili za zelo visoko, kakor tudi kakovost ostalih dejavnikov, ki vplivajo na njihovo zadovoljstvo. Prav tako so odjemalci ocenili, da so zaposleni v podjetju zelo prijazni, izkušeni, komunikativni, pripravljeni svetovati in strokovno usposobljeni. Pred raziskavo smo si zastavili tudi pet hipotez, od katerih smo, s pomočjo analize rezultatov raziskave eno zavrnili, štiri pa potrdili.
Keywords:
zadovoljstvo
,
odjemalec
,
kakovost
,
storitev
Place of publishing:
Maribor
Publisher:
[L. Kos]
Year of publishing:
2020
PID:
20.500.12556/DKUM-77132
UDC:
658.8
COBISS.SI-ID:
38007299
NUK URN:
URN:SI:UM:DK:XEBYDTSI
Publication date in DKUM:
18.11.2020
Views:
1329
Downloads:
109
Metadata:
Categories:
EPF
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:
KOS, Lara, 2020,
Zadovoljstvo odjemalcev v Steklarstvu Mlakar, s. p.
[online]. Bachelor’s thesis. Maribor : L. Kos. [Accessed 12 April 2025]. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=77132
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Licences
License:
CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:
http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:
The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:
18.08.2020
Secondary language
Language:
English
Title:
Customers satisfaction in Steklarstvo Mlakar, s. p.
Abstract:
The project is based on the research of customers satisfaction in Splošno steklarstvo in uokvirjanje slik Slavko Mlakar, s. p. Customer satisfaction is crucial for the existence, development and achievement of the company's goals, but it can also be a source for competitive advantage. Since customers have different expectations, needs, desires, perceptions about the value and quality of products or services, it is important for the company to recognize and meet their expectations, needs and desires. Only in this case customers will be satisfied, will return and be loyal to the company. With a survey conducted on 70 customers of Steklarstvo Mlakar, s. p., we wanted to explore the overall satisfaction of the customers and identify the company's strengths and opportunities for improvements. The results of the survey showed that customers are generally satisfied with the company and that the company has loyal customers. The quality of products and services offered by the company was assessed as very high, as well as the quality of other factors that affect customers satisfaction. Customers also rated the employees as friendly, experienced, communicative, willing to advise and professionally trained. Before the research, we set five hypotheses, of which, through the analysis, we rejected one and confirmed four.
Keywords:
satisfaction
,
customer
,
quality
,
service
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