Service quality and consumer satisfaction in frimla d.o.o.

V diplomski nalogi bomo opisali: definicije in opredelitve zadovoljstva porabnikov, pričakovanja porabnikov ter merjenje zadovoljstva porabnikov. Prav tako bomo pojasnili povezavo med kakovostjo in zadovoljstvom porabnika, opredelili kakovost storitev in merjenje kakovosti storitve ter opisali špedicijo in špeditersko storitev ter kriterije kakovosti špedicijske storitve. Osredotočili se bomo na špedicijsko podjetje Frimla d.o.o. Opisali bomo podjetje, nastanek le-tega, opis kakovosti v podjetju, zadovoljstvo porabnikov glede na storitve v podjetju ter kriterije špedicijske storitve, ki so značilne za omenjeno podjetje. S pomočjo anketnega vprašalnika bomo ugotavljali zadovoljstvo porabnikov, kateri so pomembni dejavniki špedicijske storitve porabnikov v podjetju in v kolikšni meri so porabniki s temi dejavniki zadovoljni. Ker predstavlja priporočanje podjetja zelo pomemben kazalnik zadovoljstva, nas je zanimalo tudi, kako so porabniki izvedeli za podjetje. Zanimalo nas bo tudi, kakšna je ocena porabnikov špedicijske storitve glede na oceno vrednosti storitve. Glede na posnetek stanja podjetja, rezultate anketnih vprašalnikov in pogovora z direktorjem omenjenega podjetja bomo podali v sklepu predloge, na kakšen način bi lahko izbrano podjetje izboljšalo kakovost storitev in s tem dvignilo raven zadovoljstva porabnikov.This dissertation thesis will be used to define and describe: customer satisfaction, consumer expectation, types of measurement expectations and methods for measuring consumer satisfaction. Link between quality and customer satisfaction will be explained. We will define the quality of services, measurement of quality of services and we will point out the difference between perceived and expected services. Description of haulers and their services as well as criteria for the quality of the hauler services will be made. Focus of this dissertation thesis will be on the hauler company Frimla d.o.o. We will describe the company, how it was established, quality of the company, the satisfaction of consumers with respect to services in the company, and the criteria for freight forwarding services that are specific to that company. With our survey, we will try to find out: the satisfaction of costumers, the important factors for the hauler forwarding service in Frimla and how satisfied the consumers are with these factors. Since recommending a company to others is a very important indicator of customer satisfaction, we will survey how many costumers would recommend Frimla to their acquaintances. We will be interested in the quality of the value of service, which will be determined by the costumers. According to our preview of the company, the results of survey questionnaires and the discussion with the director of the aforementioned company, there will be suggestions made as to how the selected company could improve the quality of services and thereby raising the level of customer satisfaction