Importance of exploring customer service satisfaction on the example of Pula Airport

Abstract

U današnje vrijeme visoke zahtjevnosti i raznolikih potreba potrošača veoma je važno redovito vršiti ispitivanja o zadovoljstvu te na temelju njih pokušati prilagoditi ponudu korisnicima. Trenutno se poduzeća nalaze u zahtjevnom vremenu za zadovoljavanje potreba korisnika uzimajući u obzir brzinu kojom se stvaraju novi trendovi u globaliziranom svijetu. Poduzeća provode razna ispitivanja korisnika ne bi li u svojoj blizini održala zadovoljne korisnike. Ukoliko poduzeće želi održati zadovoljstvo korisnika na poželjnoj razini, trebalo bi s vremena na vrijeme provesti istraživanje o zadovoljstvu korisnika. Istraživanje o zadovoljstvu korisnika poduzeće može provesti na različite načine, no najčešće korišteni alat u tu svrhu su anketni upitnici. Provođenje istraživanja zadovoljstva korisnika omogućava Zračnoj luci Pula da poboljšava kvalitetu svojih usluga ili čak uvodi nove usluge s kojima neće stagnirati već napredovati u odnosu očekivanja korisnika i stvarnog učinka za korisnika.High customer demands and diverse consumer needs make it important to conduct satisfaction surveys on a regular basis in today`s business. Trying to tailor the offer to customers on the basis of satisfaction survey results is as much as it is important as the conduction of satisfaction surveys. Nowadays, companies are operating in a demanding time as far as meeting customer needs goes, especially by taking into account the speed with which new trends are created in the globalized world. Businesses conduct various customer surveys to keep satisfied customers close to the company and what it stands for. If a company wants to maintain customer satisfaction at a desirable level, it should conduct a customer satisfaction survey from time to time. An enterprise satisfaction survey can be conducted in a variety of ways, but the most commonly used tool for this purpose is questionnaires. Performing Customer Satisfaction Surveys allows Pula Airport to improve the quality of its services or even introduce new services that will translate to a non-stagnant but improved customer satisfaction to customer expectations ratio