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ANALIZA ZADOVOLJSTVA STRANK S STORITVAMI UPRAVNE ENOTE VELENJE
ID OBLAK, LANA (Author), ID Umek, Lan (Mentor) More about this mentor... This link opens in a new window

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Abstract
V diplomskem delu smo se osredotočili na zadovoljstvo strank s storitvami Upravne enote Velenje. Gre predvsem za obravnavo povratnih informacij strank glede zadovoljstva s storitvami, zaposlenimi uslužbenci in dostopom do prostorov ter njihovo urejenostjo. Bistvenega pomena za vsako organizacijo je ravno to, da se (anonimne) povratne informacije s strani tistih, ki storitve te organizacije uporabljajo oziroma se jih poslužujejo, vrnejo do samega jedra. Le tako se lahko morebitne pomanjkljivosti in napake tudi odstranijo. Namen diplomskega dela je analizirati zadovoljstvo strank s storitvami Upravne enote Velenje, saj se podobna analiza v zadnjih dveh letih še ni izvedla, je pa to za organizacijo ključnega pomena. Ključna metodologija je bila anketiranje strank, ki so v določenem obdobju na UE Velenje uporabile katero izmed storitev. Raziskovalni pristop smo tako omejili na izvedbo ankete ter že na nekatera poznana in znana dejstva v povezavi z zadovoljstvom storitev omenjene upravne enote. Analiza izpolnjenih anket, ki so bile anonimne in so jih stranke lahko izpolnile z našo pomočjo ali pa povsem samostojno, se je usmerila konkretno v oceno storitev, izkušnje strank z e-poslovanjem, hitrosti in ustreznosti izvedbe, pomoči zaposlenih in dostopnosti do prostorov in lokacije. Ugotovitve analize so pokazale, da so stranke UE Velenje zelo zadovoljne s storitvami, ki jih ta nudi in izvaja, prav tako pa tudi z zaposlenimi in celotnim delovanjem. Tovrstne raziskave in analize vsekakor pripomorejo k hitrejšemu odzivanju potrebam strank in nudijo večji pregled nad konkretnim stanjem. Smiselno in dobrodošlo je sprotno spremljanje trenda zadovoljstva strank in ob aktualnih rezultatih vedno stremeti k izboljšanju delovanja tako pomembne organizacije, kot je upravna enota.

Language:Slovenian
Keywords:zadovoljstvo, javne storitve, kakovost, uprava enota Velenje, upravna področja
Work type:Bachelor thesis/paper
Organization:FU - Faculty of Administration
Year:2020
PID:20.500.12556/RUL-113446 This link opens in a new window
Publication date in RUL:08.01.2020
Views:2447
Downloads:391
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Secondary language

Language:English
Title:CUSTOMER SATISFACTION ANALYSIS AT THE ADMINISTRATIVE UNIT OF VELENJE
Abstract:
In the diploma paper we focused on customer satisfaction with the services of the Administrative Unit of Velenje. It is fundamentally to receive customer feedback about satisfaction with services, staff and access to place and their regulation. In our opinion, it is the most important for each organization that (anonymous) feedback from those using the services of this organization is returned to the organization. Only in this direction can any deficiencies and mistakes be removed. The purpose of the diploma paper is to analyze customer satisfaction with the services of the Administrative Unit of Velenje, since a similar analysis has not been carried out in the last two years, but, as already mentioned, it is very important for the organization. The key methodology was the survey of clients who used one of the services at the Administrative Unit of Velenje during a certain period. Analysis of completed surveys that were anonymous and could be fulfilled by our clients with our help or completely independently, focused specifically on the assessment of services, customer experience with e-commerce, the speed and appropriateness of the implementation, employee assistance and access to premises, and also about location of organization. The results of the analysis have shown that the customers of UE Velenje are very satisfied with the services offered and implemented by it, as well as with the employees and with the entire system. Such researches and analyzes certainly help to respond faster to customer needs and they help us to provide a better overview of the concrete situation. It is reasonable and welcoming to keep track of the customer's satisfaction trend and, in view of the current results, always strive to improve the functioning of such an important organization as the administrative unit is.

Keywords:satisfaction, public services, quality, Administrative unit of Velenje, administrative are

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