Ascertaining satisfaction of customers production about deliveries into specific companies

V zadnjih desetletjih pridobiva na pomembnosti storitveni sektor, kar občutimo tudi v Sloveniji, sploh po vstopu v Evropsko unijo. Zaradi vse večje konkurenčnosti se morajo storitvena podjetja jasno zavedati pomena kakovosti storitev in temu prilagoditi standarde storitev ter njihovo aplikacijo v praksi. Zato smo v nalogi na kratko spregovorili o lastnostih, dimenzijah in zaznavanju kakovosti, standardih kakovosti po ISO, metodah merjenja kakovosti oz. zadovoljstva odjemalcev ter specifičnih značilnostih storitvene branže v povezavi s kakovostjo. Predstavili smo izbrano podjetje in njegov proces dostave blaga odjemalcem ter v drugem delu naloge opravili analizo kakovosti s pomočjo anketnega vprašalnika po metodi SERVQUAL. Ob upoštevanju treh vnaprej zastavljenih tez smo v raziskavi ugotavljali zadovoljstvo uporabnikov storitve dostave pri dotičnem podjetju in na podlagi ugotovitev predlagali izboljšave, s katerimi bi se lahko povečalo zadovoljstvo uporabnikov s storitvami izbranega podjetja.In last few decades we observe a growth of service industry also in Slovenia, especially after becoming a member of EU. Service companies must be aware of huge importance of service quality in a connection with customer satisfaction. Management of service companies must pay attention to standards of quality and their application at service performance. In this thesis we defined a concept of service and quality, characteristics, dimensions and perception of quality, we presented standards according to ISO, methods of measuring quality and customer satisfaction. The second part of thesis, the survey, is dedicated to measuring level of customer satisfaction with delivery services at selected company. We have set certain weights that were verified according to results of the questionnaires, which have been based on SERVQUAL method. Considering the findings of survey, we proposed improvements that might raise customer satisfaction with the services of the selected company