Analysis and evaluation of service quality

Vsebina zaključne naloge je kakovost storitev in njena evalvacija v konkretnem primeru manjšega podjetja, ki se ukvarja s prodajo komponent za industrijo. Najprej se bomo sprehodili skozi teoretične osnove kakovosti in proučili zgodovino njenega razvoja. Sledi predstavitev metode za evalvacijo kakovosti storitev SERVQUAL, s pomočjo katere bomo izračunali kakovost storitve analiziranega podjetja. Teoretično je obravnavan tudi vprašalnik kot baza za raziskavo SERVQUAL. Glede na vrsto storitvene dejavnosti, s katero se ukvarja analizirano podjetje, je pripravljen vprašalnik in razposlan strankam. V zaključni nalogi so predstavljeni odgovori, njihova analiza in izračun kakovosti storitve. V nadaljevanju so popisane še aktivnosti, ki jih bo podjetje izvajalo za izboljšanje kakovosti storitve na področjih, kjer kakovost ni zadovoljiva.The contents of this assignment are the quality of services and its evaluation in the concrete case of a small company dealing with the sale of components for industry. Firstly, theoretical basis of quality and study the history of its development are discussed. It is followed by the presentation of the SERVQUAL service quality evaluation method, with the help of which the service quality of the analysed company is evaluated. Also, the questionnaire as a base for the SERVQUAL survey is theoretically explained. Considering the type of service activity in which the analysed company is engaged, a questionnaire was prepared and distributed to the customers. The assignment presents the answers, their analysis and calculation of service quality. In conclusion, the activities that are going to be implemented by the company to improve service quality in areas where it is not satisfactory are listed