izpis_h1_title_alt

Analiza in ocena kakovosti storitve
Ručigaj, Janez (Author), Kramar, Davorin (Mentor) More about this mentor... This link opens in a new window

.pdfPDF - Presentation file, Download (1,98 MB)
MD5: 04CD2801873441FF88C37438967BF9CC

Abstract
V 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.

Language:Slovenian
Keywords:SERVQUAL, modeli, kakovost, vprašalniki, raziskave
Work type:Final paper (mb12)
Tipology:2.11 - Undergraduate Thesis
Organization:FS - Faculty of Mechanical Engineering
Year:2018
Publisher:[J. Ručigaj]
UDC:005:658.5(043.2)
COBISS.SI-ID:16388635 This link opens in a new window
Views:560
Downloads:216
Metadata:XML RDF-CHPDL DC-XML DC-RDF
 
Average score:(0 votes)
Your score:Voting is allowed only to logged in users.
:
Share:AddThis
AddThis uses cookies that require your consent. Edit consent...

Secondary language

Language:English
Title:Analysis and evaluation of service quality
Abstract:
In this assignment quality, its history and its impact on the user was researched. Perspectives of the biggest gurus and their contribution to quality were researched. More accurate look at of service quality and SERVQUAL method of measurement and evaluation of quality has been taken. Positive and negative sides of SERVQUAL and alternative methods were discussed. Reasons why it comes to bad quality and guidelines for maintaining service quality were described. At the end analysis of service quality through a survey was conducted. Results and service quality were analysed and evaluated.

Keywords:SERVQUAL, models, quality, survey, research

Similar documents

Similar works from RUL:
Similar works from other Slovenian collections:

Comments

Leave comment

You have to log in to leave a comment.

Comments (0)
0 - 0 / 0
 
There are no comments!

Back