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V diplomski nalogi se ukvarjamo z zadovoljstvom strank s storitvami v avtomobilskem servisu. V uvodu je predstavljena vsebina diplomske naloge. Nadalje, v teoretičnem delu smo pojasnili, opredelili storitev, kakovost storitev, na kratko smo predstavili storitve avto servisnega podjetja, pričakovanja in zadovoljstvo strank, metode merjenja zadovoljstva strank. Sestavni del diplomskega dela je praktično izvedena raziskava zadovoljstva med strankami, ki so koristile servisne storitve podjetja XY. Sledi analiza, interpretacija rezultatov in ugotovitve ter predlogi za rešitve. In this graduation asignment we are dealing with customer satisfaction in services in the automotive service. The introduction presents the contents of the graduation asignment. Furthermore, the theoretical part, we explain, define services, quality of services, services in car servicing company, expectations and customer satistaction, customer satisfaction measurement methods. An consisting part of the asignment is market research of a survey of satisfaction among customers who have benefited from our service company XY. Followed by analysis, interpretation of results and findings and suggestions for solutions. |
