| Title |
Darbuotojų orientacijos į klientą didinimas mažmeninės prekybos įmonėje / |
| Translation of Title |
Increasing employee costumer orientation in retail organisations. |
| Authors |
Lisauskas, Donatas |
| Full Text |
|
| Pages |
80 |
| Keywords [eng] |
retail ; customer orientation ; employee satisfaction |
| Abstract [eng] |
Relevance of the topic – for retail bussineses it is difficult to stand out with with their offering assortment and prices, so one of the main factors are employees. Employees and clients have a direct contact so it is important that an employee would be satisfied with his work and his position in the company because the orientation to the customer begins from company employees it is really important how a worker feels in a company. When an employee is satisfied with his work conditions and he is motivated – more attention goes to fullfiling the expectations and desires of the customer, worker then will cooperate and consult more in the proccess of an item purchase. In order to increase employees orientation to the customer in retail it is crucial to determine what kind of factors influence or interfere employees satisfaction or dissatisfaction in the venture. In the scientific literature there is a lack of researchs which investigate particularaties of retail companies and their orientation to the customer issue. On the basis of said reasons in this work this scientific problem is being formulated: What kind of retail companies actions determine their employees orientation to the customer and what kind of measure does it take to increase said orientation to the customer in retail. Work objective: to reveal the meaning of the orientation to customer and to found the main factors which determine the employees orientation to the customer in retail. Work object: increasing the employees orientation to the costumer in retail Work tasks: 1. To analyze the essence of the orientation to the customer in retail 2. To carry out the main factors analysis which determine employees orientation to the customer. 3. To empirically asses the main factors which determine employees orientation to the customer. 4. To submit recomendations for a companys increase of orientation to the customer. Research methods: For an empiricall research the quantitave method was used (questionnaire). Research was carried out in building material retail company. The study has shown that in the retail company employees who are more mature, with a higher education and who worked for a longer period of time are more satisfied with their jobs and they are more focused to the customer. After the corelation analysis was performed of the research it was found that highest factor on orientation to the customer is the relation to the line manager. Another considerable factor about the focus to the customer was established that it is training and education. Little less significant but also still important factor is relations with work colleagues. |
| Dissertation Institution |
Kauno technologijos universitetas. |
| Type |
Master thesis |
| Language |
Lithuanian |
| Publication date |
2016 |
