Customer Satisfaction in Pec trgovina d.o.o.

In the diploma thesis, they wanted to determine how satisfied customers are with the company PEC trgovina d.o.o. They wanted to find out where the company can still improve and what customers are satisfied with.

Results

In the diploma thesis, they wanted to determine how satisfied customers are with the company PEC trgovina d.o.o. They wanted to find out where the company can still improve and what customers are satisfied with. The diploma thesis is divided into two parts.

In the theoretical part, they used literature and knowledge acquired at Academia Institute of Technology. In the theoretical part, they described customer satisfaction and the connection between quality and satisfaction. They also wrote about the impact employees have on the customer.

If employees are satisfied, happy and motivated, then they have a positive influence on the sales process. However, if they are dissatisfied, this has a negative impact on sales. A loyal customer is the foundation for the stability of a company and such a customer is the greatest asset for a company.

In the continuation, they described the company PEC trgovina d.o.o., its activities, objectives, vision and offer. In the second, practical part, they presented the survey. The survey was conducted in direct contact with respondents, whilst some of them were also sent the survey by electronic mail, as they did not have time to complete it in the shop.

At the beginning, they asked several demographic questions, followed by questions about customer satisfaction. The results are illustrated with graphs. Alongside the question and graph, the results are also explained.

They found that it pays to make an effort for customers. It is necessary to give them attention, time and knowledge, and this is later repaid with loyalty. In addition to this, it is necessary to have a high-quality assortment of products and competitive prices.

This is all the more important in the current period of recession, when companies and other customers are economising in all areas. Based on the survey, we can claim that the company PEC trgovina d.o.o. listens to its customers, makes an effort for their satisfaction, and they are then also satisfied with the company.