20.500.12556/RUL-120593 Razvoj modela za merjenje ugleda javnih komunalnih podjetij v Sloveniji magistrsko delo Reputation of a Public Utility: Scale Development and Validation Dandanes nobeno komunalno podjetje kot javna organizacija ne more delovati samo. Njegova uspešnost, legitimnost in sistemski obstoj so v veliki meri odvisni od ugleda, ki si ga je pridobilo skozi čas, ter zaupljivosti uporabnikov njegovih storitev. Čeprav je ugled v tem kontekstu vse večji predmet zanimanja, obstoječih instrumentov za merjenje ugleda ne moremo uporabiti, saj v večini posvečajo pozornost dejavnikom, ki niso osrednjega pomena za javna komunalna podjetja. V magistrskem delu smo se tako posvetili oblikovanju prilagojenega modela za merjenje ugleda javnih komunalnih podjetij v Sloveniji pri njihovih uporabnikih, pri čemer so nam za izhodišče služili že uveljavljeni instrumenti ter obstoječa literatura o korporativnem ugledu, organizacijah v javnem sektorju, slovenskem komunalnem sektorju, storitvenem marketingu in zadovoljstvu uporabnikov. Z empirično raziskavo smo potrdili, da je korporativni ugled večdimenzionalen konstrukt, ki vpliva na odnos uporabnikov do javnih komunalnih podjetij. Praktikom marketinga in drugim raziskovalcem smo ponudili svež pristop h korporativnemu ugledu, vodstvom komunalnih podjetij pa omogočili, da jasneje pogledajo skozi oči svojih uporabnikov. Svetovali smo jim, naj se bolj kot na splošno oceno o ugledu osredotočijo na tista področja svojega delovanja, ki najbolj prispevajo k oceni, in stalno odpravljajo svoje šibke točke. Le tako si lahko ustvarijo dobro zalogo za negotovo prihodnost. Nowadays, no public utility company can operate alone. Its success, legitimacy and existence largely depend on its reputation, gained over time, and users’ trust. Although reputation is gaining interest in this context, the existing instruments for measuring it cannot be used, as most of them pay attention to factors, which are not central to the public utility company. The focus of this master’s thesis is on creating an adapted customer-based model for measuring the reputation of public utility companies in Slovenia. The established instruments and existing literature on corporate reputation, organizations in the public sector, Slovenian utility sector, service marketing and user satisfaction served as a starting point. Our empirical research confirms that corporate reputation is a multidimensional construct, which influences the relationship between the public utility company and its users. It offers a fresh approach towards corporate reputation in the academic field and allows managers of public utility companies to look more clearly through the eyes of its users. We advise the managers to focus more on different aspects or dimensions of reputation, rather than the overall reputation score, and work on those areas, which contribute to the overall score the most. They should address their weaknesses on an ongoing basis and create a good stock for difficult times. korporativni ugled merjenje ugleda razvoj merskega modela zaupanje javno komunalno podjetje corporate reputation reputation measurement scale development trust public utility company true true false [J. Kofol] Slovenski jezik Angleški jezik Magistrsko delo/naloga 2020-09-23 08:30:14 2020-09-23 08:30:19 2022-09-01 03:59:43 0000-00-00 00:00:00 2020 0 Ljubljana 0 Ljubljana 85 str. 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 005.336.6:658.115.31(043.2) 121065 30658051 3978.pdf 3978.pdf 1 4ED7CAB4DE49B33E1A5B7E0E4D009F31 00955068f71f04a79fb1b0c242a44e8dd35b52221aef3442072d437deb49306b 20acd1c7-a1ba-11eb-a523-00155dcfd717 https://repozitorij.uni-lj.si/Dokument.php?lang=slv&id=135405 Fakulteta za družbene vede 0 0 0