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V današnjem času postaja poslovno okolje za organizacije čedalje bolj tekmovalno in agresivno, zato predstavlja kakovost storitev ključno sestavino za konkurenčnost. Le s kakovostnimi storitvami organizacije zadovoljujejo odjemalčeva pričakovanja. Zelo pomembno je spremljanje potreb, pričakovanj ter želja odjemalcev, saj lahko organizacije na podlagi rezultatov oblikujejo ali izboljšajo ponudbo ter zadovoljijo odjemalca. V diplomskem seminarju sem želela izmeriti ter analizirati zadovoljstvo odjemalcev v hotelu Arena. Na podlagi rezultatov raziskave, ki sem jo opravila s pomočjo strukturiranega anketnega vprašalnika sem ugotovila, da so odjemalci hotela v splošnem zelo zadovoljni z izvedenimi storitvami, vendar se pojavljajo tudi odstopanja, kjer so potrebne izboljšave. In the present times, the business environment is becoming increasingly competitive and aggressive for organisations, making the quality of services a key ingredient of competitiveness. Only through quality services can organisations meet the customer's expectations. It is very important to monitor the customers’ needs, expectations and wishes, as organisations can shape or improve the offer based on the results, and satisfy the customer. In my graduation paper I wanted to measure and analyse customer satisfaction at the Arena hotel. Based on the results of research conducted using a structured survey questionnaire, I have established that the hotel’s customers are, in general, very pleased with the services provided, but that there are also deviations where improvements are needed. |
