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Zadovoljstvo uporabnikov in kakovost storitev v javnih podjetjih = Customer satisfaction and the quality of services of public companies
Šumah, Štefan ; Klopotan, Igor ; Mahič, Edita
Na vse bolj liberalnem trgu morajo tudi javna podjetja, pa čeprav so v tehničnem smislu monopolisti, skrbeti za zadovoljstvo kupcev. Ljudje hočejo za svoj denar največ, pa naj gre za kanalizacijo, ...vodovod ali pa odvoz smeti. Zadovoljstvo kupcev storitev pa je med drugimi odvisno tudi od kakovosti storitev in javna podjetja niso izjema. V tem delu se je raziskoval vpliv dviga kakovosti storitev na rast zadovoljstva uporabnikov. V javnem podjetju, zajetem v raziskavi sta se v letu 2011 uvajala standarda ISO 9001 in ISO 14001, hkrati pa so potekale izboljšave storitev, več se je enosmerno komuniciralo s potrošniki in izvajale tudi marketinške dejavnosti. Vplivi vseh treh aktivnosti so se merili skozi raziskavo zadovoljstva v obdobju 2011 -2013. Pokazalo se je, da dvig kvalitet, seveda ob primerni komunikaciji ter ustrezni marketinški dejavnosti pozitivno vpliva na zadovoljstvo uporabnikov.
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