46 KB495 KB44 KB199720231999Rajtmajer, BojanSavič, VesnaSnoj, Borisletnik:3številka:5str. 33-41ISSN:1408-1652COBISSID:4883484URN:URN:NBN:SI:doc-RTGAYDXMslMarketing magazinAkademija MMcorporationKvalitetamarketingpodjetjeStoritvezagotavljanje kvaliteteMerjenje zaznane kakovosti storitev ISS Servisystem iz Maribora|In theoretical part of the article some important aspects of perceived (marketing) service quality are discused. This part represents framework for empirical survey in one unit of the international service corporation ISS which is located in Maribor. This unit - ISS Servisystem in Traffic, supplies its customers with services, that satisfy needs for clean, healthy, secure and productive work and spare-time environment. Regarding market share ISS Servisystem became leading firm in its industry on Slovenian market in the period of eight years from its establishment. Within these years concern for quality became a key-dimension of their business. Management of the firm also decided to enter the competition for Slovenian Quality Award for Business Excellence. Going through this part ISS's customers served as the focal source of information on firm's service quality. In order to attain the reward, ISS also accomplished empirical survey with their customers, which among other great detail examined their expectations and actual perception of service quality. In this article some survey results are exposed. It also establishes several starting-points for further marketing research in this fieldV teoretičnem delu prispevka prikazujemo nekatere pomembne vidike koncepta zaznane (marketinške) kakovosti storitev. Ta del je izhodišče za empirični del, v katerem obravnavamo enoto mednarodne storitvene družbe ISS, s sedežem v Mariboru. ISS Servisystem in Traffic ponuja storitve, s katerimi zadovoljuje potrebe ljudi po čistem, zdravem, varnem in produktivnem okolju na delu in v prostem času. V osmih letih od svojega nastanka je postal glede na splošni tržni delež vodilna družba v svoji panogi v Sloveniji. V zadnjem času je v tej družbi skrb za kakovost ključna dimenzija poslovanja. Njena uprava se je odločila, da bo poskusila pridobiti priznanje R Slovenije za poslovno odličnost. Za ta namen je naročila empiričo raziskavo, ki je opredelila in razčlenila kakovost storitev z vidika odjemalcev družbe ISS, podrobno raziskala njihova pričakovanja in dejansko zaznavanje kakovosti storitev. V prispevku prikazujemo nekatere rezultate te raziskave in izhodišča za nadaljnje raziskovanje kakovosti storitev družbe ISS z marketinškega vidikaTEXTznanstveno časopisjejournalsSlovenian National E-content AggregatorNational and University Library of SloveniaDruštvo za marketing Slovenije