The Influence of Restructuring Business Practices to Satisfy Customers: The Case of the Chamber of Commerce and Industry of Slovenia

The new Chambers of Commerce and Industry Act prescribes voluntary chamber membership and thus represents a transition from the public law model to the private law model of chamber organisation. Consequently, it also creates completely new circumstances for the existing Chamber of Commerce and Industry (Gospodarska zbornica Slovenije, GZS). GZS is required to thoroughly reorganize its operation, harmonize its activities with the new legislation and devote more attention to each individual member. The article deals with the advantages and disadvantages of various models of organisation. The study focuses mainly on the comparison between member satisfaction before and after the restructuring of gzs and aims to measure the extent to which the members are acquainted with the services and products offered by GZS. We have established that member satisfaction with the GZS services and activities rose significantly after the restructuring and that members are well acquainted with the services of GZS, the only exception being newer services.