COSTUMERS SATISFACTION WITH SERVICES OF PUBLIC UTILITY KOSTAK INC.

Uspeh storitvenega podjetja je odvisen od nakupnih odločitev uporabnikov storitev. Prav zaradi tega si storitvena podjetja prizadevajo zadovoljiti uporabnike tako, da bi ostali zvesti podjetju in določeni storitvi. Pri odločanju o uporabi storitve pa ima največji vpliv zaznavanje oziramo dojemanje, kar pa je lahko od uporabnika do uporabnika različno. Odziv le tega lahko sega od nezadovoljstva do izjemnega ugodja. Zadovoljstvo uporabnika je psihološko stanje, ki izhaja iz procesa nakupnega odločanja in se dokončno oblikuje v ponakupni fazi, pri čemer zadovoljstvo ali nezadovoljstvo postane sestavni del njegovih izkušenj ter s tem osnova za prihodnje ukrepanje. Proces zadovoljevanja potreb je kontinuiran, saj so uporabniki vedno s čim nezadovoljni. Na primeru Komunalno stavbnega podjetja Kostak smo želeli ugotoviti zadovoljstvo uporabnikov z izvajanjem komunalnih storitev podjetja, zlasti katere storitve z vidika uporabnikov opravlja podjetje dobro in kaj je tisto, kar lahko ob skrbi za okolje še izboljša. Pri izvajanju merjenja zadovoljstva z vprašalniki je potrebno izvajati celostni pristop merjenja zadovoljstva, kar pomeni, da morajo pri raziskavi posredno ali neposredno sodelovati vsi zaposleni, potrebno je upoštevati mnenja in stališča anketiranih, uporabiti že zbrane interne podatke in o rezultatih obvestiti vse zaposlene. Priporočljivo je, da podjetja merjenje zadovoljstva izvajajo kontinuirano, rezultate pa primerjajo v posameznih časovnih obdobjih.A success of a services providing company depends on purchase decisions of service users. That is why service providing companies try to satisfy the users in such a way that they remain loyal to them or to certain services they offer. When deciding which service to use detection or perception plays an important part. But it can be different from user to user. His response can be either dissatisfaction or extreme comfort. User\u27s satisfaction is psychological state which derives from the process of purchase deciding and is finally realized in the after-purchase phase, when satisfaction or dissatisfaction becomes an integral part of his experience and the base for his further action. The process of satisfying one\u27s needs is continuous because users more or less always complain about something. We wanted to check the users\u27 satisfaction in the example of Komunalno stavbno podjetje Kostak (a municipal and building company Kostak). They expressed their opinion concerning municipal services of the company, especially those they are pleased with and those they could be improved. When measuring users\u27 satisfaction with questionnaires it is important to carry out the integrated approach which means that all the employees must be involved, directly or indirectly. Furthermore, measurement must take into consideration opionions and positions of people being interviewed as well as all internal data collected and inform the employees with the results. It is recommended that companies provide satisfaction measurements continuously and compare results in certain time periods