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Pomen in ugotavljanje zadovoljstva odjemalcev : diplomsko delo
Divjak, Natalija
V teoretičnem delu diplomskega dela smo proučevali različne vidike in poglede avtorjev na koncept zadovoljstva odjemalcev in zaznane kakovosti storitve, ki je z marketinškega vidika osnova za ...proučevanje zadovoljstva odjemalcev v podjetju Vzdrževanje in obnova cest Celje, d. d. V empiričnem delu smo proučevali družbo Vzdrževanje in obnova cest Celje, d. d., katere osnovna dejavnost je vzdrževanje in obnova cest ter storitve javne higiene cest. Zaradi skrbi managementa za nenehno izboljševanje kakovosti storitev smo izdelali poslovno raziskavo, ki podrobno meri pričakovanja odjemalcev in zaznavanje kakovosti storitev ter prikaže pomen, ki ga odjemalci pripisujejo posameznim sestavinam kakovosti storitev. Pridobljene informacije bodo služile managementu za izboljšanje poslovanja na področjih, kjer so pričakovanja odjemalcev večja od dejanske zaznave.
Type of material - undergraduate thesis
Publication and manufacture - Koper : [N. Divjak], 2001
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