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dc.contributor.advisorVahejõe, Kaire
dc.contributor.authorJärveoja, Mikk
dc.date.accessioned2018-05-25T10:21:22Z
dc.date.available2018-05-25T10:21:22Z
dc.date.issued2018
dc.identifier.urihttp://hdl.handle.net/10492/4163
dc.descriptionBakalaureusetöö Maamajandusliku ettevõtluse ja finantsjuhtimise õppekavalest
dc.description.abstractToimival ettevõttel peab olema klient, kes neilt ostaks. Kui klient on ettevõttega rahul, sooritab ta enda ostud ka tulevikus seal. Rahulolev klient on lojaalne ja soovitab ettevõtet ka teistele inimestele. Inseneri- ja tehnikaühistus(ITÜ) Rebella ei ole 26 tegutsemisaasta jooksul kordagi läbi viidud kliendirahulolu uuringut. Bakalaureusetöö eesmärk on välja tuua kliendirahulolu pakkuvad tegurid ja vastavalt klientide vajadustele teha ettevõttele ITÜ Rebella ettepanekuid kliendirahulolu tõstmiseks. Töös analüüsitakse kvantitatiivselt klientide vastuseid, mis on saadud kliendiküsitluse tulemusena. Küsitlus oli kättesaadav kahe nädala jooksul Google Drive keskkonnas. Tulemusi hinnates tõi töö autor välja, et suur osa ITÜ Rebella kliente on väga pikaajalised püsikliendid. Vastuseid analüüsides ilmnes, et kliendid ei ole paljude aspektidega ettevõtte ITÜ Rebella juures rahul. Töö autor küsitles 14 erinevat ITÜ Rebellaga seonduvat tegurit. Kliendid olid rahul vaid neljaga. Enamasti tekitas rahulolu toodete ja teenuste hind ning ITÜ Rebella suhtumine klienti. Rahulolematust tekitasid 10 tegurit. Rahulolematud oldi näiteks toodete ja teenuste kvaliteediga, liiga pika tarneaja pärast, info vähese kättesaadavuse pärast, aeglase teeninduse pärast. Autori arvates peaks ITÜ Rebella enda toodete ja teenuste kvaliteeti tõstma. Samuti tuleks ettevõttel parandada info kättesaamise võimalusi. Võimaluse korral võiks ettevõte üritada ka tarneaega lühendada, et kliendid saaksid kauba kiiremini kätte. Sarnane uuring tuleks ettevõttes ITÜ Rebella mõne aja jooksul uuesti teha. Siis saab võrrelda, kas ettevõtte klientide rahulolu on tõusnud või langenud.est
dc.description.abstractAn operating company must have a customer who would buy from them. If the customer is satisfied with the company he will continue to make his purchase there also in the future. A fulfilled customer is loyal and recommends the company to others. During the 26 years of operation Engineering cooperative Rebella (ITÜ Rebella) has never conducted a customer satisfaction survey. The aim of the bachelor thesis is to highlight the customers satisfaction factors and, according to the needs of clients, to make ITÜ Rebella's proposals for increasing customer satisfaction. The study analyzes quantitatively the customer responses obtained as a result of a customer survey. The survey was available for two weeks in the Google Drive website. When assessing the results, the author of the work pointed out that a large part of ITÜ Rebella's clients are very long-term customers. Analyzing the responses showed that the customers are not satisfied with many aspects of ITÜ Rebella. The author questioned customers with 14 different ITÜ Rebellas related factors. Customers were satisfied with only four. Particularly satisfied with the price of products and services along with ITÜ Rebella's attitude towards the customer. Discontent was offered by 10 factors. Dissatisfied, for example, with the quality of products and services, too long delivery times, low availability of information, and slow service. According to the author, ITÜ Rebella should raise the quality of its products and services. The company should also improve the availability of information. If possible, the company could also try shortening the delivery time so that customers can get the goods faster. A similar study should be carried out at ITÜ Rebella after some time. Then it is possible to compare whether the company's customer satisfaction has risen or dropped.eng
dc.publisherEesti Maaülikoolest
dc.subjectbakalaureusetöödest
dc.subjectturundusest
dc.subjectettevõtlusest
dc.subjectlojaalsusest
dc.subjectkliendiküsitlusedest
dc.titleKliendirahulolu uuring ITÜ Rebella näitelest
dc.title.alternativeThe customer satisfaction study on the example of ITÜ Rebellaeng
dc.typeThesiseng
dc.date.defensed2018-06-05
dc.contributor.departmentAgraarökonoomika ja turundusest


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