SERVICE QUALITY MEASUREMENT MODELS ON B2B MARKETS

Vse večja konkurenca na medorganizacijskih trgih sili tako storitvena podjetja, kot tudi podjetja, ki tržijo izdelke, da svoje delo opravljajo vse bolj kakovostno na vseh ravneh svojega delovanja. Podjetja morajo svoje odjemalce obdržati, prav tako pa morajo delovati tudi na pridobivanju novih odjemalcev. Da pa podjetja svoje odjemalce obdržijo morajo nenehno delovati tako, da uživajo zaupanje svojih odjemalcev. Odjemalec že z odločitvijo za neko določeno podjetje XY pričakuje, da bodo storitve v tem podjetju kvalitetno opravljene in že z odločitvijo izkaže zaupanje do podjetja, medtem ko mora podjetje opravičevati svojo kakovostno storitev oz. izdelek skozi celotni proces menjave. Razumevanje koncepta kakovosti storitev je zelo pomembno za vzpostavitev takšne organizacije in metod dela, ki vodijo k čim višji kakovosti storitev. V tej diplomski nalogi sem poskušal predstaviti modele merjenja kakovosti storitev na medorganizacijskem trgu. V zvezi z zadanim problemom sem poskušal opredeliti medorganizacijski trg, storitve, kakovost storitev, ter modele merjenja kakovosti storitev. Z opisno metodo sem želel predstaviti prednosti in slabosti modelov merjenja kakovosti. Ker pa v literaturi nisem uspel zaslediti zbranih opisov modelov in njihove najboljše uporabe na medorganizacijskem trgu na enem mestu, se mi je zdelo smiselno vse to predstaviti v eni skupni celoti Skupni imenovalec vseh modelov, o katerih sem pisal v diplomski nalogi so načela usmerjenosti podjetja k odjemalcem, učinkovito in kakovostno delo v podjetju, ter seveda zadovoljstvo zaposlenih. Vse to pa vpliva na podobo podjetja in v končni fazi tudi na kakovost storitev. Z merjenjem zadovoljstva strank skušajo podjetja ugotoviti, če in koliko so izpolnili zahteve in pričakovanja odjemalcev. Njihovo mnenje upoštevajo tako, da skušajo doseči ali celo preseči njihova pričakovanja.Increasing competition on b2b markets forces service companies as well as companies that trade with products, that they preform their work more and more qualitatively at all levels of its operations. Companies have to hold on their customers, but they also have to work on attracting new ones. However companies have to work always like this, that they are enjojing the confidance of its customers. The client already expect with his decision for particular company XY that services in this company will be preformed verry skillfuly, while the company has to justify its service quality throughout hole trade process. Understanding the concept of service quality is very important for establishing such an organization and working methods that lead to highest possible service quality. In this thesis I tried to present service quality measurement models on b2b markets. In relation with this problem I have tried to define b2b markets, services, service quality, and measurement models. With descriptive method I wonted to present the advantages and disadvantages of mesurement models. However since I did not manage to find the whole colection of models and their usability on b2b market in one place, it seemed sensible to present all this models as a whole. The common donominator of all these models on wich I wrote in this thesis is orientation to clients, efficient and quality work in the company and satisfaction of employees. All this affects the corporate image and ultimately has its affect on quality of service. With measuring of customer satisfaction companies are trying to determine if and how they meet the customers expectations and requirements. The companies try to take opinion from clients into account and attempt to reach them or even exceed their expectations