Faculty of Mechanical Engineering, Lj. (FSLJ)
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Analiza in ocena kakovosti storitve : zaključna naloga Razvojno raziskovalnega programa I. stopnje StrojništvoRučigaj, JanezV zaključni nalogi je predstavljena kakovost, njena zgodovina, pomembnost in pomen za uporabnika. Raziskali smo poglede nekaterih gurujev kakovosti in njihov prispevek. Bolj podrobno smo si ogledali ... kakovost storitve in metodo merjenja kakovosti SERVQUAL. Pogledali smo prednosti in slabosti metod, nesoglasja z metodo in nekaj alternativnih metod. Opisali smo razloge zakaj pride do slabe kakovosti in smernice na katere moramo biti pozorni za izboljšavo kakovosti. Na koncu smo s pomočjo vprašalnika ugotavljali kakovost storitve, ki jo ponuja podjetje v katerem smo izvajali raziskavo. Rezultate vprašalnika smo ustrezno analizirali in ocenili, če je kakovost storitve ustrezna ali ne.Type of material - undergraduate thesis ; adult, seriousPublication and manufacture - Ljubljana : [J. Ručigaj], 2018Language - slovenianCOBISS.SI-ID - 16388635
Author
Ručigaj, Janez
Other authors
Kramar, Davorin
Topics
diplomske naloge |
SERVQUAL |
modeli |
kakovost |
vprašalniki |
raziskave |
SERVQUAL |
models |
quality |
surveys |
research
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UN 0000001025 IN: 80001025 UN 1025 IN: 80001025 |
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Database name | Field | Year |
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Links to authors' personal bibliographies | Links to information on researchers in the SICRIS system |
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Ručigaj, Janez | ![]() |
Kramar, Davorin | 17076 |
Source: Personal bibliographies
and: SICRIS
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