Faculty of Mechanical Engineering, Lj. (FSLJ)
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Analiza in evalvacija kakovosti storitev : zaključna naloga Univerzitetnega študijskega programa I. stopnje Strojništvo - Razvojno raziskovalni programKranjc, Samo, strojnikVsebina zaključne naloge je kakovost storitev in njena evalvacija v konkretnem primeru manjšega podjetja, ki se ukvarja s prodajo komponent za industrijo. Najprej se bomo sprehodili skozi teoretične ... osnove kakovosti in proučili zgodovino njenega razvoja. Sledi predstavitev metode za evalvacijo kakovosti storitev SERVQUAL, s pomočjo katere bomo izračunali kakovost storitve analiziranega podjetja. Teoretično je obravnavan tudi vprašalnik kot baza za raziskavo SERVQUAL. Glede na vrsto storitvene dejavnosti, s katero se ukvarja analizirano podjetje, je pripravljen vprašalnik in razposlan strankam. V zaključni nalogi so predstavljeni odgovori, njihova analiza in izračun kakovosti storitve. V nadaljevanju so popisane še aktivnosti, ki jih bo podjetje izvajalo za izboljšanje kakovosti storitve na področjih, kjer kakovost ni zadovoljiva.Type of material - undergraduate thesis ; adult, seriousPublication and manufacture - Ljubljana : [S. Kranjc], 2022Language - slovenianCOBISS.SI-ID - 118479107
Author
Kranjc, Samo, strojnik
Other authors
Kramar, Davorin
Topics
diplomske naloge |
SERVQUAL |
kakovost |
storitve |
raziskave |
dimenzije kakovosti |
evalvacija |
thesis |
SERVQUAL |
quality |
services |
questionnaire |
research |
service quality dimensions
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Kranjc, Samo, strojnik | ![]() |
Kramar, Davorin | 17076 |
Source: Personal bibliographies
and: SICRIS
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