Analiza in evalvacija kakovosti storitev : zaključna naloga Univerzitetnega študijskega programa I. stopnje Strojništvo

(UL)

Analiza in evalvacija kakovosti storitev : zaključna naloga Univerzitetnega študijskega programa I. stopnje Strojništvo - Razvojno raziskovalni program

Kranjc, Samo, strojnik

Vsebina 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, serious

Publication and manufacture - Ljubljana : [S. Kranjc], 2022

Language - slovenian

COBISS.SI-ID - 118479107

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Library	Call number – location, accession no. ...	Copy status
Faculty of Mechanical Engineering, Lj.	UN 1661 IN: 80001661	available - reading room

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Year	Impact factor		Edition		Category		Classification
Year	JCR	SNIP	JCR	SNIP	JCR	SNIP	JCR	SNIP

Links to authors' personal bibliographies	Links to information on researchers in the SICRIS system
Kranjc, Samo, strojnik
Kramar, Davorin	17076

Source: Personal bibliographies and: SICRIS

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