Customer Satisfaction in Modna hiša Maribor

In the diploma thesis, the author defined the importance of customer satisfaction with the help of professional literature. With the help of a survey, she determined the level of customer satisfaction in the Modiana and Modna hiša Maribor shops. She analysed the survey results and presented them graphically and in tabular form. Based on the survey analysis, she found that their customers are satisfied with our services in the Modiana and Modna hiša shops.

Problem

In the diploma thesis, the author defined the importance of customer satisfaction with the help of professional literature.

Solution and Method

With the help of a survey, she determined the level of customer satisfaction in the Modiana and Modna hiša Maribor shops. The saying goes: "The customer is king." A shop must use all methods and approaches to please the customer. We win customers over with appropriate sales techniques and a suitable approach.

The customer must gain the feeling that the salesperson is favourably disposed towards them, is interested in them, is the centre of attention, and is giving them proper advice; not that they are trying to deceive them or impose a particular product on them. Various factors influence the success of a shop, such as the tidiness of the shop, the expertise of the salespeople, a rich selection of goods, quality, payment methods, etc. The customer observes all of this, and all of this and more attracts them to the shop.

Even some complimentary services mean a great deal to them (free bags, tailoring workshop). With the help of literature, she also described some factors in detail. A company must pay great attention to customer satisfaction, because every satisfied customer returns repeatedly.

In the diploma thesis, the author examined customer satisfaction with sales services in the Modna hiša and Modiana shops.

First, she studied the importance of customer satisfaction with the help of literature. Then she conducted a survey on customer satisfaction with sales services in the Modna hiša and Modiana shops.

Results

She analysed the survey results and presented them graphically and in tabular form. Based on the survey analysis, she found that their customers are satisfied with our services in the Modiana and Modna hiša shops. They are satisfied with the variety of the offer, the quality of products, and the friendliness and expertise of the staff.

Customers are satisfied with the tidiness and cleanliness of their shops. They are also satisfied with the Mercator Pika card, as they are very familiar with its function in terms of usability. The respondents, or their customers, are familiar with the Tuesday discount, the collection of points on the Mercator Pika card, and the possibility of payment by instalments.

In the survey, in the question about gender, just as in the literature, the female gender also predominates in purchasing in the survey. We know that women take care of themselves and their families, which is why women are the ones who shop more frequently. As she wrote in the thesis, their management ensures their additional knowledge by sending us for training.

Customers have also noticed this, as they rated us very highly and also wrote that we are well professionally qualified staff. In the question of how they rate the choice between brands, the answer was also positive. Our customers are satisfied with our range of brands, they have enough to choose from, except in the Europark shop, but we know that there we only offer clothing for women.

What surprised me most about the survey is that their customers miss music in their shops. In shopping centres, music is played for the entire facility, but evidently customers would listen to music inside the shop as well. I hope that the company management will take the survey seriously and try to improve the weaker part of the survey, e.g. the parking space in front of the Modna hiša shop.

We know that today customers demand quality products and services. Shops must adapt to customers. In delivering products or services, they must be more successful than the competition.

They must understand customers' habits, needs and wishes, as this fulfils their expectations and achieves their satisfaction. We must be aware that all employees, or those who come into contact with customers, contribute to customer satisfaction. The goal of every company is to achieve customer satisfaction.