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1
Content available Analysis of the survey results on the pro-ecological awareness of young people in the aspect of sustainable development
Czajkowska Agnieszka, Ingaldi Manuela
Management Systems in Production Engineering
|
2023
|
nr 3 (31)
312--321
EN
The objective of this paper is to propose effective methods to implement sustainable development principles among young people, both in schools and universities. The authors of this article recognize the significant potential among young individuals whose actions and choices have a substantial impact on the environment. By analyzing the knowledge and behaviors of young people towards sustainable development and environmental protection, based on surveys conducted among pupils and students from the south-eastern region of Poland, this paper identifies gaps that require improvement and proposes actions aimed at raising pro-ecological awareness among the youth. The analysis revealed that only 25% of the respondents have heard about the "Agenda for Sustainable Development – 2030", 20% were familiar with the goals of sustainable development, and few have participated in initiatives for sustainable development. However, 58% of respondents claimed to engage in activities for environmental protection in their daily lives. The article also presents the degree of compliance with the assumptions of the 2030 Agenda for Sustainable Development on both global and local scales. Furthermore, the paper analyzes two aspects of students' awareness of sustainable development: their knowledge of goals and documents, and their pro-ecological behavior in daily life. Based on the findings, this paper proposes ways to introduce sustainable development principles in selected areas of school and university functioning to enhance ecological awareness and shape pro-ecological attitudes among young people. Concrete actions to facilitate implementation are also suggested.
2
Content available Customer’s reviews on the internet - possibility of promotion or a threat for enterprises
Ingaldi Manuela
System Safety : Human - Technical Facility - Environment
|
2022
|
Vol. 4, nr 1
205-216
EN
Nowadays, many customers start looking for their dream product or service by reading reviews published about them on the Internet. The universal process of digitization and easy access to the Internet allowed for the development of this type of information source. The problem is how to classify this phenomenon, whether the reviews published on the Internet are free advertising for a given enterprise or rather a threat related to the negative attitude of customers. The aim of this paper is to analyze the respondents' approach to publishing reviews on the products and services they purchased. The author wanted to check whether the respondents had will to share their reviews with other Internet users, why they wrote such reviews, if they wrote more often positive or negative reviews. A short online survey, which was published in the period January 2021 - June 2021, was used as a source of information. The respondents were people using both traditional shops and e-shops who wanted to share their experience in writing reviews on the Internet.
3
Content available E-service quality assessment according to hierarchical service quality models
Ingaldi Manuela
Management Systems in Production Engineering
|
2022
|
nr 4 (30)
311--318
EN
E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality, which in their structure indicate the areas of assessment. This allowed for the construction of the author’s hierarchical model of e-services and for making a list of attributes that were used in further research. On the example of the clothing e-shop, an analysis of the provided services was made, taking into account the opinions of its customers. The Importance Performance Analysis (IPA) was selected as the basis for conducting the survey research and analyzing its results, which facilitates the commenting of the obtained results. The research allowed to indicate the strengths and weaknesses of the examined e-shop, but also to identify areas requiring improvement in order to increase the quality of the offered services, as well as the customers satisfaction.
4
Content available Social awareness and responsibility in context of Polish service companies
Ingaldi Manuela, Brožovà Silvie, Zhuravskaya Marina
System Safety : Human - Technical Facility - Environment
|
2021
|
Vol. 3, nr 1
71--78
EN
The enrichment of the society and the consumptive lifestyle caused that customers buy more and more, having different, often very high requirements as to the purchased products and services. They often do not realize that production of such products requires more and more materials, energy and other means of production. All this leads to high exploitation of the environment. Even if the resources of the natural environment are not exhaustible, they do not keep up with their rebuilding at this pace of exploitation. That is why social awareness and responsibility both of producers and customers play such an important role. They are one of the instruments needed to operate in accordance with the concept of sustainable development. The aim of the research was to examine social awareness and responsibility among customers of service enterprises. The research was conducted with the use of an online survey, which allowed to show whether the customers of such enterprises are interested in the concept of the sustainable development, if they take it into account when using various services. The need for environmental education was indicated, which could strengthen the social awareness and responsibility among Polish customers.
5
Content available Improvement of the providing services process with use of the Sitequal method
Ingaldi Manuela, Brožovà Silvie
Quality Production Improvement - QPI
|
2021
|
Vol. 3, Iss. 1
17--27
EN
The current market situation has forced enterprises to change the place where they offer their products. Due to the covid-19 restrictions, in order not to lose customers and be able to continue earning money, they had to create or use various types of online platforms and organize e-shops where customers can make purchases without any restrictions. With properly designed and organized platforms, customers can check other customers’ opinions about a given enterprise and its offer, choose what they need, how they want to pay, what type of delivery of the ordered goods they prefer, and they can do it at any time of the day or night and from anywhere with access to the Internet. However, it can be noticed that not all platforms operating on the market meet the expectations of customers, they do not have many functions, and there is even lack of the basic information about the enterprise or contact details. In such a situation, customers are uncertain about the safety of using such a platform, often prefer to use a competitive e-shop. That is why, when assessing the operation of e-shops and the quality of its services, it is necessary to take into account the assessment of the operation of the online platform itself. The aim of the paper is to assess the functioning of the selected internet platform and its operation by customers. The Sitequal method, a variation of the Servqual method, was used during the research. The results of the research helped to show whether the customers were satisfied with the functioning of the platform, what they liked and what they would like to improve. This allowed to indicate the strengths and weaknesses of this platform and possible direction of improvements. The results obtained can form the basis for various types of enterprises to improve their online platforms.
6
Content available Green logistics - modern transportation process technology
Larina Irina Vyacheslavovna, Larin Andrey Nikolaevich, Kiriliuk Olga, Ingaldi Manuela
Production Engineering Archives
|
2021
|
Vol. 27, Iss. 3
184--190
EN
Green logistics is the part of the activities of an enterprise aimed at measuring and minimizing the impact of logistics activities on the environment. Such actions are dictated by the possibility of achieving a competitive advantage in the market, because clients require it. Transport is a particularly important area with a huge impact on the environment, because it is identified as the fastest growing source of greenhouse gas emissions. Green transport is low-emission and ecological travelling mode. The goals of green transport are not only to reduce greenhouse gas emissions, air pollution, noise and space use, but also to reduce poverty and promote economic growth. Transport is considered green when it supports environmental sustainability, but also supports the other two pillars of sustainable development, i.e. economic and social. This paper discusses the application of the concept of "green" logistics and "green" technologies in transport in the transportation process. The modern requirements for transport in the field of environmental safety and compliance with environmental requirements both on the part of customers and on the part of states are considered.
7
Content available Assessment of the service provision process as a business process management tool
Ingaldi Manuela
Polish Journal of Management Studies
|
2021
|
Vol. 23, No. 1
204--223
EN
Among the processes that take place in service enterprises and that determine their results, the service provision process needs special attention. Customers take an active part in it, deciding what the service should look like, and having the option to modify it while it is being providing. Therefore, the course of the service provision process influences how customers perceive a given service, whether they are satisfied, and whether the services quality is at the appropriate level. The development of technology and digitization have resulted in the fact that many customers prefer e-services, shopping online. In this case, the service provision process looks different from the traditional services, and the customers’ participation in this process is even greater. All activities related to ordering the service are performed by them. They base their decisions on own experience or the opinions of other customers. Therefore, when assessing the services quality, the customer largely assesses its provision process. The aim of the paper was to assess the course of the service provision process by customers from various European countries. The results’ analysis was based on the assumptions of the Importance Performance Analysis (IPA). The research allowed not only to assess the service provision process, but also to indicate the attributes that, according to customers, met their expectations and those that cause their dissatisfaction and lower the overall level of service quality, so need potential corrective actions. The research can be used by different e-service enterprises in order to improve their service provision process. The attributes indicated in the work, which are important for customers, should be taken into account by e-shops to improve the quality of the services they provide, and thus affect the level of customer satisfaction.
PL
Wśród procesów zachodzących w przedsiębiorstwach usługowych i determinujących ich wyniki na szczególną uwagę zasługuje proces świadczenia usług. Klienci biorą w nim czynny udział, decydując o tym, jak ma wyglądać usługa i mając możliwość jej modyfikacji w trakcie jej świadczenia. Dlatego też przebieg procesu świadczenia usługi wpływa na to, jak klienci postrzegają daną usługę, czy są zadowoleni i czy jakość usług jest na odpowiednim poziomie. Rozwój technologii i cyfryzacja spowodowały, że wielu klientów preferuje e-usługi, zakupy online. W tym przypadku proces świadczenia usług wygląda inaczej niż w przypadku tradycyjnych usług, a udział klientów w tym procesie jest jeszcze większy. Wszystkie czynności związane z zamówieniem usługi są przez nich wykonywane. Swoje decyzje opierają na własnych doświadczeniach lub opiniach innych klientów. Dlatego oceniając jakość usług, klient w dużej mierze ocenia proces jej świadczenia. Celem artykułu była ocena przebiegu procesu świadczenia usług przez klientów z różnych krajów europejskich. Analiza wyników została oparta na założeniach IPA (Importance Performance Analysis). Badanie pozwoliło nie tylko ocenić proces świadczenia usług, ale także wskazać atrybuty, które zdaniem klientów spełniły ich oczekiwania oraz te, które powodują ich niezadowolenie i obniżają ogólny poziom jakości obsługi, a więc wymagają ewentualnych działań naprawczych. Badania mogą być wykorzystane przez różne przedsiębiorstwa e-usługowe w celu usprawnienia procesu świadczenia usług. Wskazane w pracy atrybuty, które są ważne dla klientów, powinny być brane pod uwagę przez e-sklepy w celu podniesienia jakości świadczonych przez nich usług, a tym samym wpłynąć na poziom zadowolenia klientów.
8
Content available Retail Service Quality Scale (RSQS) as an Example of Quality Service Scale Used in Traditional Trade
Ingaldi Manuela
Multidisciplinary Aspects of Production Engineering
|
2021
|
Vol. 4, Iss. 1
431--441
EN
We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.
9
Content available Sustainable developement in logistic – a strategy for management in terms of green transport
Klimecka-Tatar Dorota, Ingaldi Manuela, Obrecht Matevž
Management Systems in Production Engineering
|
2021
|
nr 2 (29)
91--96
EN
Supply chain management is one of the most important elements of sustainable development. And due to the fact that the world market is driven by supply and demand, and the determinant of access to products is regional and international logistics, this paper focuses on the possibilities of implementing a green transport strategy in the context of sustainable development in logistic enterprises. This paper presents the results of the SWOT analysis pointing out the strengths, weaknesses, opportunities, threats of green vehicles market for the transport enterprises. It was noticed that the situation on the green vehicles market for the transport enterprises is characterized by the advantage of strengths and these strengths should be used to maximize the use of green vehicles. It emphasized that subsidies for green vehicles would allow to invest in a modern fleet, new solutions (e.g. own charging stations) can have an impact on the greater energy efficiency (self-sufficiency), increase of social awareness would force enterprises to take appropriate actions in the field of environmental protection and development of public transport based on green vehicles.
10
Content available Safety of online shopping according to customers
Ingaldi Manuela, Brožova Silvie
System Safety : Human - Technical Facility - Environment
|
2020
|
Vol. 2, nr 1
73--81
EN
Customers are more and more deciding to use various types of services via Internet. They make very often different types of purchases. E-commerce is becoming more and more popular and developed. Unfortunately, according to customers, online shopping is not free from problems. Customers are afraid that the ordered goods will not be sent to them, will not meet their expectations, or will be destroyed during transport. An important aspect is also the payment method for this type of shopping. Customers often prefer to pay more to use the option of payment on delivery to avoid losing money if the ordered goods do not be delivered to them. The purpose of the paper is to analyze the safety of services offered via Internet. In the research the customers of different e-shops expressed their opinion on problems that may affect the safety of the offered services. Thanks to the research, it was possible to identify risk areas in accordance with the opinion of customers.
11
Content available Employees' job satisfaction and their work performance as elements influencing work safety
Dziuba Szymon T., Ingaldi Manuela, Zhuravskaya Marina
System Safety : Human - Technical Facility - Environment
|
2020
|
Vol. 2, nr 1
18--25
EN
Job satisfaction has a big impact on how an employee performs his job. Both elements have an impact on job safety and employee perception of it. A satisfied employee devotes himself to work, performs orders better, cares for others and for himself. He feels safe in the enterprise. The aim of the paper was to assess employees' job satisfaction and their work performance with use of simply survey. In order to achieve this aim, a survey was conducted among employees of a chosen metallurgical enterprise who were asked to assess level of their job satisfaction. The employees defined their job satisfaction by referring to 20 statements describing this satisfaction and evaluating three factors that were used to compute the satisfaction index. The survey allowed for indication the general level of employee satisfaction.
12
Content available Popularity of e-shops during the COVID-19 pandemic
Ingaldi Manuela, Brožovà Silvie
Quality Production Improvement - QPI
|
2020
|
Vol. 2, Iss. 1
1--10
EN
More and more people decide to use e-shops to buy every-day products. Some people do it once a week, others a few times a year. Different customers buy different products. What's more, it can be noticed that the popularity of e-shops is growing every year. It is influenced by many factors, including lack of time, rush, high competition, convenience of shopping. Due to the appearance of the COVID-19 pandemic, which paralyzed practically the whole world, locked families in homes, customers started buying selected food, cosmetics and chemical products in stationery shops. Many restrictions have been introduced, including shopping restrictions. Many people chose e-shops instead of stationery shops. The purpose of the paper was to check whether the appearance of the COVID-19 pandemic had somehow changed the shopping habits of e-shops' customers. The survey created for of this article was used during the research.
13
Content available A new approach to quality management : conceptual matrix of service attributes
Ingaldi Manuela
Polish Journal of Management Studies
|
2020
|
Vol. 22, No. 2
187--200
EN
The assessment of the quality of a given service allows for the identification of its strengths and weaknesses and for its possible improvement. The methods used for this purpose are mainly based on the surveys filled in by customers. In these surveys, the attributes that are to define this quality are listed. The selection of such attributes is one of the most difficult parts of the study. The aim of the article was to collect the most important attributes that can be used to assess the service quality and to classify services according to these attributes. For this purpose, a conceptual matrix of service attributes was created with the division of attributes into four groups: attributes conditioning technical satisfaction, attributes conditioning aesthetic and cultural satisfaction, attributes conditioning satisfaction with the level of safety, and attributes conditioning satisfaction from the social / health point of view. Attributes in the common parts between similar pairs of groups and for all groups together were also distinguished. Services were also classified into individual groups of attributes in accordance with the conceptual matrix of service attributes. Thanks to this it is possible to indicate characteristic features and attributes for individual type of services. It is also possible to indicate representatives of individual groups of attributes. This matrix is a helpful tool facilitating the quality management process, that can be used when conducting research on the quality of services, and its task is to help in the selection of attributes for such research.
PL
Ocena jakości danej usługi pozwala na identyfikację jej mocnych i słabych stron oraz ewentualną poprawę. Stosowane w tym celu metody opierają się głównie na ankietach wypełnianych przez klientów. W tych ankietach wymienione są atrybuty, które mają definiować tę jakość. Dobór takich atrybutów jest jedną z najtrudniejszych części opracowania. Celem artykułu było zebranie najważniejszych atrybutów, które można wykorzystać do oceny jakości usług oraz sklasyfikowanie usług według tych atrybutów. W tym celu stworzono koncepcyjną macierz atrybutów usług z podziałem atrybutów na cztery grupy: atrybuty warunkujące satysfakcję techniczną, atrybuty warunkujące satysfakcję estetyczną i kulturową, atrybuty warunkujące satysfakcję z poziomu bezpieczeństwa oraz atrybuty warunkujące satysfakcję z życia społecznego / zdrowotny punkt widzenia. Wyróżniono również atrybuty w częściach wspólnych między podobnymi parami grup i dla wszystkich grup razem. Usługi zostały również podzielone na poszczególne grupy atrybutów zgodnie z koncepcyjną macierzą atrybutów usług. Dzięki temu możliwe jest wskazanie charakterystycznych cech i atrybutów dla poszczególnych rodzajów usług. Możliwe jest również wskazanie przedstawicieli poszczególnych grup atrybutów. Matryca ta jest pomocnym narzędziem usprawniającym proces zarządzania jakością, które można wykorzystać przy prowadzeniu badań jakości usług, a jej zadaniem jest pomoc w doborze atrybutów do takich badań.
14
Content available Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop
Ingaldi Manuela, Brožová Silvie
Multidisciplinary Aspects of Production Engineering
|
2020
|
Vol. 3, Iss. 1
374--383
EN
The development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.
15
Wykorzystanie wskaźników satysfakcji z pracy na przykładzie przedsiębiorstwa metalurgicznego
Ingaldi Manuela, Dziuba Szymon T.
Hutnik, Wiadomości Hutnicze
|
2020
|
Vol. 87, nr 1-2
34--36
PL
Zadowolenie z pracy przekłada się na wydajność pracy oraz bezpieczeństwo pracy. Szczęśliwy i zadowolony pracownik lepiej wykonuje swoje obowiązki, staje się bardziej odpowiedzialny, czuje się częścią przedsiębiorstwa. Szczególnie ważne jest to w przedsiębiorstwach metalurgicznych, gdzie trudniej zarządza się personelem. Celem artykułu była ocena zadowolenia z pracy oraz ocena własnej wydajności pracowników za pomocą odpowiednio skonstruowanej ankiety. Aby osiągnąć ten cel, przeprowadzono ankietę wśród pracowników wybranego przedsiębiorstwa hutniczego, którzy zostali poproszeni o ocenę poziomu zadowolenia z pracy. Badanie pozwoliło wskazać ogólny poziom zadowolenia pracowników.
EN
Job satisfaction has an impact on work performance and job safety. A happy and satisfied employee performs his duties better, becomes more responsible, feels part of the company. This is especially important in metallurgical enterprises, where personnel is harder to manage. The aim of the paper was to assess employees' satisfaction with work and their work performance with use of properly constructed survey. To achieve aim, a survey was carried out among employees of the chosen metallurgical company who were asked to assess the level of their job satisfaction. The research showed an overall level of employee satisfaction.
16
Content available Wprowadzenie do metody Six Sigma
Ingaldi Manuela
Zeszyty Naukowe. Quality. Production. Improvement
|
2019
|
No. 1 (10)
119--130
PL
Six Sigma to nowoczesny i bardzo rygorystyczny sposób zarządzania organizacjami, których celem jest dążenie do doskonałości. Metoda opiera się na TQM oraz ciągłym doskonaleniu. Cele artykułu było wprowadzenie czytelnika w podstawy metody Six Sigma. Na początku zdefiniowano pojęcie Six Sigma oraz opisano pochodzenie nazwy. Zestawiono etapy wdrażania metody Six Sgima w przedsiębiorstwie i zasady Six Sigma. Scharakteryzowano także projekt DMAIC.
EN
Six Sigma is a modern and very rigorous way of managing organizations which aim is to strive for excellence. The method is based on TQM and continuous improvement. The purpose of the paper was to introduce the reader to the basics of the Six Sigma method. At the beginning, the term Six Sigma was defined and the origin of the name was described. The stages of Six Sigma implementation in the company and Six Sigma principles have been summarized. The DMAIC project was also characterized.
17
Content available Różne podejścia do modelu luk
Ingaldi Manuela
Zeszyty Naukowe. Quality. Production. Improvement
|
2019
|
No. 2 (11)
72--82
PL
Codziennie korzystamy z różnego rodzaju usług. Przedsiębiorstwa usługowe szukają rozwiązań, jak oferować usługi jak najlepszej jakości oraz jak ta jakość oceniać. W przypadku oceny jakości usług wykorzystuje inne metody i narzędzia niż w przypadku wyrobów. Większość metod opartych jest na różnicy pomiędzy oczekiwaniami klientów oraz ich percepcją gotowej usługi. Różnica ta stanowi jedną z luk modelu jakości usług - modelu luk. Celem artykułu była zestawienie różnych wariantów najczęściej opisywanego w literaturze modelu jakości usług - modelu luk. Niniejszy artykuł stanowi opracowanie teoretyczne, a jego celem pobocznym jest zaznajomienie czytelników z podstawowymi elementami modelu luk.
EN
Every day we use various types of services. Service companies are looking for solutions on how to offer services with the best quality and how to assess this quality. When assessing the quality of services, different methods and tools than in case of products are used. Most methods are based on the difference between customers' expectations and their perception of the ready service. This difference is one of the gaps in the service quality model - the gap model. The aim of the paper was to compile various variants of the service quality model most frequently described in the literature - the gap model. This paper is a theoretical study and its secondary goal is to familiarize readers with the basic elements of the gap model.
18
Content available Identification of the needs and expectations of university students from engineering courses on the example of a university in Poland
Czajkowska Agnieszka, Ingaldi Manuela
System Safety : Human - Technical Facility - Environment
|
2019
|
Vol. 1, nr 1
498--505
EN
The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations of university students from engineering courses, the statements used in the method were modified by adjusting them to key characteristics of services provided by the higher education system. The aim of the paper was to analyze gaps in expectations concerning services and the perceived level of meeting these services. The paper has a form of a case study.
19
Content available Food safety and competencies of laboratory employees in organic food processing
Dziuba Szymon T., Ingaldi Manuela, Hamplová Ewa, Cierniak-Emerych Anna
System Safety : Human - Technical Facility - Environment
|
2019
|
Vol. 1, nr 1
591--598
EN
Food safety means all the conditions that have to be met and actions that have to be taken at all stages of food production or sales to protect human health and life. Studies have demonstrated that organic food is considered by consumers to be healthier and safer than conventional food produced by means of intensive farming methods. In this context, the interest in organic food among both consumers and distributors is increasing. This means that there are many factors determining organic food production. Among them are those related to competencies that affect product safety, which represents a guarantee that the enterprise will achieve market success and is one of the sources of competitiveness for such enterprises. Therefore, the aim of the study was to present assessment of soft competencies of laboratory employees by their immediate superiors. The problem was identified more closely as a case study of the corporation that produces organic foods, whereas assessment of competencies was compared to the specific features of the food sector the enterprise operates in, with the examples of the branches located in Poland, the Czech Republic and Romania.
20
Content available Use of the cit method for quality assessment of catering services
Ingaldi Manuela, Kotus Martin
Quality Production Improvement - QPI
|
2019
|
Vol. 1, Iss. 1
440--447
EN
When using various types of services, the customer may experience positive or negative situations, incidents. These incidents may affect the customer's satisfaction or dissatisfaction. Therefore, these incidents can be a source of very valuable information for the enterprise about the quality of the services it offers. The problem, however, is their analysis, because such incidents can affect different aspects of the service, but also, as mentioned earlier, can have a positive or negative impact on customer satisfaction. The Critical Incident Technique (CIT), often mentioned in the literature, can be used for such an analysis. With this method, it is possible to isolate situations that are typical of the negative and positive feelings of the customers, as well as to determine the frequency of their occurrence. The purpose of the papers was to analyze the quality of services offered by the chosen catering enterprise with use of CIT. The research took form of a direct interview with customers after delivery of the chosen service. Data obtained on this basis was analyzed: all incidents were first divided into groups and categories as well as positive and negative incidents, and then statistics for individual categories were presented. This research allowed to indicate the strengths and weaknesses of the research service, but at the same time to indicate the areas of potential improvement.
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