ANALIZA SPLOŠNEGA ZADOVOLJSTVA STRANK V IZBRANI POSLOVNI CONI

Romšak, Tjaša (author), Kozjek, Tatjana (mentor)

Proučevanje zadovoljstva strank v poslovnem svetu je eno iz med temeljnih orodij preverjanja učinkovitosti organizacije ter vse večji dejavnik pri doseganju ciljev ter uspešnosti organizacije. Pomembno je, da gre za sprotno preverjanje, saj le tako organizacija dobi vpogled oziroma je seznanjena z (ne)zadovoljstvom strank, uspešno rešuje ter lahko izboljša svoje storitve/produkte. Namen diplomskega dela je bil proučiti zadovoljstvo organizacij, ki so locirane v Poslovni coni Komenda. Raziskava je bila izvedena z metodo anketiranja. Ugotoviti se je želelo, zakaj so se stranke odločile za nakup zemljišča v PC Komenda, kakšno je njihovo splošno zadovoljstvo in kako so zadovoljne z različnimi dejavniki, ki vplivajo na zadovoljstvo strank (s ceno ob nakupu zemljišča, z urejenostjo okolice v coni, umeščenostjo v mestno okolje, klimo v delovnem okolju, dostopnostjo podpornih dejavnosti v bližini, bližino tranzitnih poti, dopolnilnih dejavnosti, poslovnih partnerjev, ...). V okviru analize je bilo ugotovljeno, da je stopnja zadovoljstva na zelo visokem nivoju. Rezultati raziskave kažejo, da je večina organizacij v Poslovni coni Komenda v splošnem zelo zadovoljna. Najmanj so zadovoljni z nakupno ceno zemljišča, najbolj pa z urejenostjo okolice. Največji poudarek stranke dajejo doseganju dobrih rezultatov storitev pri poslovanju, pomembno jim je tudi zaupanje, manj pomembne pri poslovanju pa so dobre pretekle izkušnje. Predlaga se, da se v omenjeni coni nadaljuje s še naprej zbira povratne informacije in predloge strank ter vzdržuje obojestransko komunikacijo.

• Language: Slovenian
• Keywords: organizacija, stranke, zadovoljstvo, stranka, dejavniki zadovoljstva, analiza
• Work type: Bachelor thesis/paper
• Organization: FU - Faculty of Administration
• Year: 2019
• PID: 20.500.12556/RUL-110031
• Publication date in RUL: 11.09.2019

Secondary language

• Language: English

Abstract

Studying customer satisfaction in the business world is one of the fundamental tools for examining the effectiveness of an organization and an increasing factor in achieving goals of organization. It is important to keep up and constantly check customer satisfaction, since only this way the organization is familiar with situations, gets the real insight, successfully solves problems and can improve its services/products. The purpose of the thesis was to research and present the satisfaction of the organizations located in the Komenda Business Zone by means of the survey. The research was carried out with a questionnaire. The goal was to find out why the customers decided to buy the land in Komenda Business Zone, what is their overall satisfaction and how satisfied they are with various factors which affect customer satisfaction (with the land price, the regulation of the surrounding area in the zone, location in the urban environment, climate in the working environment, accessibility of supporting activities nearby, proximity to transit routes, supplementary activities, business partners, etc.). The results show that satisfaction level is very high and majority is satisfied with general satisfaction (average value of 4.10) in the Komenda Business Zone. They are least satisfied with the land price, and most with the regulation of the surrounding area. It is recommended to continue collecting feedback from customers.

• Keywords: organization, customers, satisfaction, customer, satisafaction factors, analysis