Wyniki wyszukiwania - BazTech

1

Determinants of customer satisfaction in on-demand food delivery: the role of last-mile logistics

Koźlak Aleksandra, Iwaszko Dominik

Zeszyty Naukowe. Transport / Politechnika Śląska

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2025

|

z. 129

131--145

EN

This study investigates the determinants of customer satisfaction with on-demand restaurant food delivery services, focusing on last-mile logistics factors. The research aims to identify which service characteristics most significantly influence customer satisfaction levels and usage patterns in the rapidly growing food delivery sector. An empirical study was conducted using a custom-designed online questionnaire distributed via the CAWI method through Google Forms. Data were collected from 335 respondents in Poland who actively use food delivery platforms to order restaurant meals. The findings revealed that key factors influencing platform selection include a wider restaurant choice, promotions and discounts, and lower delivery costs. Customer satisfaction levels remain generally positive, with delivery time and app usability receiving the highest satisfaction ratings. The findings provide actionable insights for food delivery platforms regarding service optimization priorities, particularly emphasizing the importance of delivery reliability, cost transparency, and restaurant variety. This research addresses a gap in empirical literature by examining the relationship between last-mile logistics performance and customer satisfaction in on-demand food delivery services.

2

Mass catering service quality as a determinant of customer satisfaction in the tourism sector

Zawada Marcin, Szczyrba Anna

System Safety : Human - Technical Facility - Environment

|

2025

|

Vol. 7, iss. 1

99--107

EN

In the context of organized tourism, where meals constitute an integral yet logistically complex part of the package, maintaining a consistent quality standard poses a significant challenge for tour operators. The study adopted a quantitative diagnostic survey approach, utilizing a questionnaire distributed to a sample of 420 participants who had recently completed various escorted tours. Data collected using the PAPI method were subjected to reliability analysis, correlation analysis, and multiple regression analysis. The results indicate that the quality of catering services is a strong predictor of overall tour satisfaction. The key dimensions influencing satisfaction were reliability - understood as the consistency of meal quality and organization across different locations (β = 0.48) - and staff interaction, which included service in restaurants as well as the role of the tour guide (β = 0.35). The tangible dimension (taste of the food) was also significant, though to a lesser extent. The findings provide strategic guidance for tour operators in selecting catering partners and managing the culinary experience as a key component of a successful escorted tour.

3

Examining the impact of service quality and product innovation on willingness to buy electric vehicles: the mediating role of customer satisfaction

Sitinjak Charli, Ober Józef

Production Engineering Archives

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2025

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Vol. 31, Iss. 2

163--172

EN

Adopting electric vehicles (EVs) is a critical step towards achieving sustainable and environmentally friendly transportation systems in urban areas. This study delves into the factors that influence consumers' willingness to buy electric vehicles in Jakarta, Indonesia, focussing on the mediating role of customer satisfaction. The research framework integrates service quality, product innovation, and customer satisfaction as key determinants of the adoption of electric vehicles. Data from 420 respondents were analysed using regression and mediation analyses. The findings underscore the importance of service quality and product innovation in shaping consumers' willingness to embrace EVs. Efficient after-sales services, responsive customer support, and innovative product features positively impact consumers' perceptions and willingness to adopt electric vehicles. Furthermore, customer satisfaction emerged as a crucial mediator in this process, highlighting the importance of ensuring ongoing satisfaction throughout the EV ownership experience. These insights offer valuable guidance to EV manufacturers and policymakers in Jakarta and beyond as they seek to promote the adoption of cleaner and more sustainable transportation options. Furthermore, this research contributes to a broader understanding of the dynamics of EV adoption in urban settings and calls for continued efforts to improve service quality, innovation and customer satisfaction in the EV industry.

4

Customer satisfaction on electricity service quality in Hanoi, Vietnam

Do Anh Tuan, Le Tat Tu, Luu Le Quyen, Vu Minh Phap, Nguyen Thi Thu Huong

Polityka Energetyczna

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2025

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T. 28, z. 3

127--152

EN

Assessing customer satisfaction with the quality of electricity service provides important solutions to improve service quality, especially for a competitive electricity market. In Vietnam, the competitive retail electricity market is at the beginning stage, which requires the improvement of its service quality and customer satisfaction for the competitiveness advantage. The study presents the construction of a set of indicators to evaluate customer satisfaction in the electricity sector in Hanoi city, Vietnam, by four customer groups, including administration, resident, industry, and commerce. The novel research method of quantifying and evaluating electricity customer satisfaction is applied by combining the SERVPERF model to build a set of survey questions, descriptive statistics, and linear regression methods to analyze the results, and the Bootstrap to determine the weights of indicators. The study results showed that there was a clear difference in the assessment of customer satisfaction according to five criteria of service quality and four customer groups. The administration customer group had the highest satisfaction level (4.47/5.00 points), followed by the commerce group (4.41/5.00 points); the two groups of residents and industry had the same assessment level of 4.39/5.00 points. The overall score of customer satisfaction in Hanoi city was 4.41/5.00 points. Besides, the weights of the indicators also had a clear difference. The business image plays the most important role, contributing 21.39% to the customer satisfaction score, followed by customer service and communication (20.58 and 20.39%). Information on safety and power price, and power supply reliability contribute to the small shares of the overall customer satisfaction (19.34 and 18.30%). The study suggests that the Hanoi Electricity Company should focus on the most important indicators, and the least satisfied indicators, e.g., business image and information on safety and power price.

PL

Ocena zadowolenia klientów z jakości usług energetycznych dostarcza ważnych rozwiązań pozwalających poprawić jakość usług, zwłaszcza na konkurencyjnym rynku energii elektrycznej. W Wietnamie konkurencyjny rynek detaliczny energii elektrycznej znajduje się w początkowej fazie rozwoju, co wymaga poprawy jakości usług i zwiększenia zadowolenia klientów w celu uzyskania przewagi konkurencyjnej. W artykule przedstawiono zestaw wskaźników służących do oceny zadowolenia klientów w sektorze energetycznym w Hanoi w Wietnamie w podziale na cztery grupy klientów: administrację, mieszkańców, przemysł i handel. Zastosowano nowatorską metodę badania, polegającą na kwantyfikacji i ocenie zadowolenia klientów z usług energetycznych poprzez połączenie modelu SERVPERF do stworzenia zestawu pytań ankietowych, statystyk opisowych i metod regresji liniowej do analizy wyników oraz metody Bootstrap do określenia wag wskaźników. Wyniki badań wykazały wyraźną różnicę w ocenie zadowolenia klientów według pięciu kryteriów jakości usług i czterech grup klientów. Najwyższy poziom zadowolenia odnotowano w grupie klientów z sektora administracji (4,47/5,00 punktów), a następnie w grupie klientów z sektora handlu (4,41/5,00 punktów); dwie grupy klientów z sektora mieszkaniowego i przemysłowego uzyskały ten sam poziom oceny wynoszący 4,39/5,00 punktów. Ogólny wynik satysfakcji klientów w mieście Hanoi wyniósł 4,41/5,00 punktów. Ponadto wagi wskaźników również różniły się wyraźnie. Najważniejszą rolę odgrywa wizerunek firmy, który ma 21,39% udziału w wyniku satysfakcji klientów, a następnie obsługa klienta i komunikacja (20,58 i 20,39%). Informacje dotyczące bezpieczeństwa i ceny energii elektrycznej oraz niezawodności dostaw energii elektrycznej mają niewielki udział w ogólnej satysfakcji klientów (odpowiednio 19,34 i 18,30%). Analiza przeprowadzona w niniejszym artykule sugeruje, że Hanoi Electricity Company powinna skupić się na najważniejszych wskaźnikach oraz wskaźnikach o najniższym poziomie satysfakcji, np. wizerunku firmy oraz informacjach dotyczących bezpieczeństwa i ceny energii elektrycznej.

5

Deciphering Customer Satisfaction: A Machine Learning-Oriented Method Using Agglomerative Clustering for Predictive Modeling and Feature Selection

Rezki Nisrine, Mansouri Mohamed, Oucheikh Rachid

Management Systems in Production Engineering

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2025

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nr 1 (33)

60--70

EN

In contemporary enterprises, customer satisfaction analysis has become a critical area of concentration. Being able to understand and predict customer satisfaction is becoming more and more important as companies try to develop and launch new products. Leveraging customer data intelligently and employing robust data analytics techniques are essential for meeting this imperative. With this objective in mind, the study proposes a machine learning-based approach to analyze and discern the variables influencing customer satisfaction. Specifically, the study utilizes agglomerative clustering for data segmentation and feature identification, followed by a Random Forest Classifier as machine learning (ML) model for prediction. Performance metrics such as accuracy, recall, precision and F1-score are employed for model evaluation, ensuring robustness and reliability in the predictive process. Furthermore, it aims to predict the impact of enhancing specific product attributes on customer satisfaction. To provide a tangible demonstration of the proposed methodology, a comprehensive case study is conducted. By systematically integrating clustering techniques into the feature selection and modeling process, this framework furnishes a structured methodology for data-driven decision-making and predictive analytics. This holistic approach not only enriches the comprehension of intricate datasets but also facilitates the development of resilient predictive models characterized by enhanced accuracy and interpretability. By segmenting customers based on their responses, we discerned specific areas of satisfaction and dissatisfaction, providing actionable insights for targeted strategies aimed at improving overall satisfaction. The insights and customer clustering derived from this study can guide these targeted strategies to enhance customer satisfaction and inform future product development initiatives.

6

Adaptive Stochastic Approach for Evaluating Service Level Using a (SIM-ESL) Module Developed for Optimizing Product Availability and Order Accuracy

Aufy Samah A., Jabbar Rasha, Shiaa Waad Q.

Management Systems in Production Engineering

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2025

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nr 2 (33)

220-228

EN

Inventory decisions are both high risk and high benefit throughout supply chain. Inventory management plays a crucial role since it assists manufacturing firms enhance their efficiency and competitiveness. Service level is a basic performance indicator of shortage inventory when an order is placed. Precise forecasts and optimum level of inventory can decrease the stock-outs and enhance the inventory service level. Finished goods are most common form of inventories have direct related with customer. Thus, the importance of specifying the suitable level of finished goods inventory assets for right planning and control of factory operations and optimization of the overall process to optimize production cost and time and consequently to improve service level. So, inventory management system supported by real time is requisite to ensure consistently both product availability and order accuracy. In this study, adaptive stochastic inventory management approach for evaluation service level was modelled which addressed inventory policies in order to optimize service level as a realistic value. This approach developed a Stochastic Inventory Management for Evaluating Service Level (SIMESL) module basically formulated Computational Intelligent (CI) in such a way that evaluated Availability Of Product (AOP) and Accuracy Of Order (AOO). It is structured with two models are: Evaluation Dynamic Maximum Economic Order Quantity (EDEOQ) model developed Artificial Neural Network (ANN) to evaluate the optimum inventory level of finished goods as a function of product varied demand and lead time. The second one, Variability Between-Among Dynamic Economic Order Quantity (VB-ADEOQ) is modeled a fuzzy logic to estimate the performance measures (AOP and AOO) that make sure the required order is being processed and delivered on time. Finally, the effectively of the adaptive approach is evaluated through a tested theoretical data. The obtained results were proof it’s efficiently in exactly evaluating of an unavailable the required demand about 46.937% and delivered to their final destination without errors about 56.655%. While, Taguchi method used to optimize and determine relative magnitude of the effect of various factors and their interactive. The obtained results were proved and reliability in determining the customer satisfaction score in real-world. Finally, the developed module was proved their reliability and accurately in addressing the vague data, uncertainty, no formulas, and varied inputs in determining the customer satisfaction score in real-world. Consequently, it clearly makes the developed module a better choice for inventory level forecasting, and then it will assist manufacturing industries improve their business process procedures without incurring significant capital expenditure.

7

Predictive modeling and decision support using machine learning in business contexts

Bojanowska Agnieszka, Kulisz Monika

Advances in Science and Technology. Research Journal

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2025

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Vol. 19, no. 10

385--395

EN

With the growing emphasis on data-driven decision making, artificial intelligence (AI) methods have become increasingly important in managerial practice. This study aims to develop and evaluate supervised machine learning models for predicting customer brand loyalty and satisfaction based on selected behavioral, attitudinal, and programmatic attributes. This paper presents a lightweight decision support application that leverages machine learning techniques—specifically, Artificial Neural Networks (ANN) and Support Vector Machines (SVM)—to predict key customer-related indicators: brand loyalty and satisfaction. The models were trained on behavioral and attitudinal inputs and achieved excellent predictive performance, with test accuracies reaching 100%. The novelty of this study lies in the deployment of these models within an intuitive graphical user interface (GUI), enabling real-time predictions by non-technical users. Unlike traditional approaches focused solely on algorithm development, this research demonstrates a practical implementation of computational intelligence for operational and tactical business decision-making. The tool supports managers in profiling customers, optimizing loyalty programs, and enhancing customer engagement strategies through accessible AI-powered insights.

8

Effects of train service operation quality on customer satisfaction in case of Dire Dawa station

Dibiku Mulugeta Girma

Zeszyty Naukowe. Transport / Politechnika Śląska

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2024

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z. 125

33--50

EN

This study evaluates the operational performance and customer satisfaction of the Ethio-Djibouti Standard Gauge Railway (EDR) through insights from 160 employee surveys, revealing strengths in technical quality and adherence to health, safety, and environmental standards, yet highlighting critical challenges such as suboptimal equipment utilization and customer service responsiveness that affect user satisfaction. Key performance indicators from regression analysis show that technical quality (Beta = 0.331), health and safety standards (Beta = 0.344), and asset management practices (Beta = 0.336) are strong predictors of customer satisfaction, with information technology (Beta = 0.241) also playing a crucial role in enhancing operational efficiency. To address these issues, the study recommends implementing advanced maintenance techniques, improving staff training for customer interaction, and upgrading technological infrastructure, while optimizing asset management practices to improve resource allocation. Overall, focusing on these areas is vital for EDR to enhance operational efficiency and customer satisfaction, thereby securing its competitive position in the transportation sector.

9

The Impacts of Ethical Action on Repurchase Intention Mediated By Customer Satisfaction on Online Business

Fitriningrum Andriati, Ramadhan Putra Novirwan

Management

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2024

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Vol. 28, no. 2

327--350

EN

This study aims to examine the impacts of ethical action taken by the company on customer satisfaction and intention to repurchase the products. The study was motivated by the emergence of unethical behaviour during online transactions due to limited direct contact between businesses and customers. Some companies have attempted to resolve these unethical issues. The issue of unethical behaviour still frequently arises. In contrast, unethical behaviour is less likely to stop customers from repurchasing the products. Dissatisfied customers repeat buying products from the same company or marketplaces even after they deal with an unsatisfied situation. Organisational citizenship theory is used as the framework for this study. Using a quantitative method through a survey, this study examines 171 users of the Indonesian marketplace, Tokopedia, in South Jakarta Indonesia. The survey is focused on the perception of ethical behaviour, customer satisfaction, and repurchase intention. Structural Equation Modelling (SEM) and Partial Least Square (PLS) 4 are used to examine the data. This study reveals that presenting ethical actions such as security and trust may not help the business sustain itself. Complaints and dissatisfaction with customers should be handled by offering compensation rather than apologies which may hinder them from repurchasing the products. Repurchasing is therefore essential to a sustainable firm, and customer satisfaction can only act as a mediator between a company’s ethical behaviour and customer intention to repurchase if the company’s ethical behaviour can first satisfy the consumer.

10

Capability studies as a key driver for product and pro-cess quality assurance in industrialization process

Dian Milan, Vysloužilová Daniela

System Safety : Human - Technical Facility - Environment

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2023

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Vol. 5, iss. 1

332--341

EN

Customer satisfaction has long been an important concern for most organizations aiming to provide and ensure excellent quality products. To offer an appropriate level of quality assurance, it is necessary to have implemented a robust quality assurance system. Nowadays, mere customer satisfaction is not sufficient for organizations to sustain a mutually beneficial relationship. There has arisen a necessary requirement to go beyond customer satisfaction, aiming primarily to achieve a level of so-called cus-tomer delight. To attain sustainable product and process quality assurance and, consequently, customer delight, we must address process capability. This includes gauges, machines, and the overall process and product capability, with a specific emphasis on the design and development process, product reali-zation, and the initial flow. This also includes data gathering from the utilization stage of product opera-tion. This article deals with the capability study during the industrialization process of a new product into serial production, using chosen Key Performance Indicators (KPIs), particularly Capability indices and their sequence, to ensure the appropriate level of quality guarantee and customer delight. The article aims to broaden the existing set of Key Performance Indicators (KPIs) by incorporating crucial metrics from the quality domain, with a particular emphasis on Capability indices.

11

Proposal of methodology for customers relationships establishing in terms of transport services

Hajduk Iwona Ewa, Poliak Miloš

Archiwum Motoryzacji

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2023

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Vol. 101, nr 3

5--31

EN

Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.

12

Evaluating users’ satisfaction in public transit service: a case of Addis Ababa city, Ethiopia

Girma Mulugeta, Woldetensae Berhanu

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2022

|

z. 114

15--30

EN

Rapid urbanization has resulted in a slew of issues, including urban transportation, in most emerging countries' cities. Public transportation provides transportation for the community and plays an important role in the daily lives of the city's citizens, particularly the urban poor, by reducing travel costs and providing job opportunities. Thus, evaluating public bus service performance from the perspective of users is critical for identifying service operators' strengths and deficiencies. Consequently, the primary goal of this research is to determine the level of consumer satisfaction with public bus service in the city and identify the most important factors that influence satisfaction. Hence, a survey was carried out between December and January 2020. Stratified sampling approaches were used to obtain data from 500 travelers. Factor analysis and customer satisfaction index were used to analyze the data collected. Lastly, the findings show that users were quietly satisfied (0.54) with the quality of the bus services supplied in the city. Moreover, travelers were better satisfied with attributes that related to availability (0.64) and less satisfied with attributes under timeliness (0.50) and security (0.48). Therefore, service operators and other concerned stakeholders should give urgent attention to attributes under timeliness and security to enhance users’ satisfaction in the provision of bus service in the city.

13

Application of the CSI method to test consumer satisfaction: a case study of petrol stations

Dudziak Agnieszka, Stoma Monika, Zając Grzegorz

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2022

|

z. 116

113--124

EN

Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.

14

Jakość obsługi klienta na stacjach paliw w aspekcie teoretycznym i praktycznym

Stoma Monika, Dudziak Agnieszka

Problemy Jakości

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2022

|

R. 54, nr 4

25--31

PL

Cel: Celem niniejszego artykułu było przedstawienie znaczenia problematyki obsługi klientów korzystających ze stacji paliw. Tego typu obiekty nie są jedynie punktami zajmującymi się sprzedażą paliwa. Obecnie ich działalność rozwinęła się na tyle, że dostępność różnorodnych usług przez nie realizowanych jest bardzo bogata i zróżnicowana. Stąd też potrzeba weryfikowania jakości usług, szczególnie w kontekście obsługi tam świadczonej i zadowolenia konsumentów. Projekt badania/metodyka badawcza/koncepcja: Badania zostały przeprowadzone z wykorzystaniem autorskiego kwestionariusza ankiety, który skierowany był do osób korzystających ze stacji paliw. Wyniki/wnioski: Przeprowadzone badania ankietowe umożliwiły ocenę stopnia zadowolenia z obsługi oraz wskazanie najbardziej frustrujących czynników podczas tego procesu w opinii respondentów stacji paliw. Z przeprowadzonych badań wynika jednoznacznie, że problem jest ważny, a konsumenci, wybierając konkretną stację paliw, kierują się wieloma różnymi czynnikami. Do jednych z ważniejszych zaliczyć należy jakość obsługi klienta. Ograniczenia: Przeprowadzone badania odnosiły się do klientów stacji paliw z obszaru Polski południowo-wschodniej, z uwagi na ograniczone możliwości rozpowszechniania kwestionariusza ankiet. Autorzy zamierzają jednak, w następnych etapach badawczych, rozszerzyć zakres badań do respondentów pochodzących z innych regionów Polski. Zastosowanie praktyczne: Badania jakości usług oferowanych przez stacje paliw są istotnym zagadnieniem ze względu na stale poszerzaną ofertę usług świadczonych przez te obiekty, a także rosnące wymagania klientów. Stąd też wyniki uzyskane z badań mogą znaleźć zastosowanie w doskonaleniu strategii działań implementowanych przez stacje paliw. Oryginalność/wartość poznawcza: Z przeglądu literatury związanej z podjętym tematem badawczym wynika, że istnieje ograniczona ilość danych dotyczących tej problematyki. Stąd też uzyskane wyniki badań ankietowych uzupełniają wiedzę poznawczą z zakresu analizy i oceny satysfakcji klientów stacji paliw ze świadczonych przez nie usług.

EN

Purpose: The purpose of this article was to present the importance of the issues of servicing customers using petrol stations. These types of facilities are not only points that sell fuel. Currently, their activities have developed so much that the availability of various services provided by them is very rich and varied. Hence the need to verify the quality of services, especially in the context of the service provided there and consumer satisfaction. Design/methodology/approach: The research was conducted with the use of a proprietary questionnaire, which was addressed to people using petrol stations. Findings/conclusions: The conducted questionnaire survey made it possible to assess the level of satisfaction with the service and to identify the most frustrating factors during this process, in the opinion of the respondents of the petrol stations. The conducted research shows unequivocally that the problem is important and that when choosing a particular petrol station, consumers are guided by many different factors. One of the most important ones is the quality of customer service. Research limitations: The conducted research related to the customers of petrol station from south-eastern Poland, due to the limited possibilities of disseminating the questionnaire. The authors intend, however, in the next research stages, to extend the scope of the research to respondents from other regions of Poland. Practical implications: Research on the quality of services offered by petrol stations is an important issue due to the constantly expanded offer of services provided by these facilities, as well as the growing requirements of customers. Hence, the results obtained from the research can be used to improve the strategy of actions implemented by petrol stations. Originality/value: A review of the literature related to the research topic undertaken shows that there is a limited amount of data in this area. Hence, the obtained results of the questionnaire surveys supplement the cognitive knowledge in the field of analysis and assessment of the satisfaction of petrol station customers with the services provided by them.

15

The Role of Planned Behavior in Predicting Customer Orientation

Hasanbarog Zhila Mahrooz, Rasouli Eshaq, Ardabili Farzad Sattari, Azadi Behnam

Management

|

2022

|

Vol. 26, no. 2

41--62

EN

The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior.

16

Status of lean manufacturing pactices and Its Influence on the adoption of industry 4.0 in the Malaysian furniture industry

Ratnasingam Jegatheswaran, Zbieć Marcin, Choon Liat Lim, Ab Latib Hazirah, Othman Kamaruzaman, Mohd Afthar Amir, Jegatheswaran Natkuncaran

Annals of Warsaw University of Life Sciences - SGGW. Forestry and Wood Technology

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2022

|

No. 119

5--23

EN

Status of Lean Manufacturing Practices and Its Influence on the Adoption of Industry 4.0 in the Malaysian Furniture Industry. Lean Manufacturing practices is being promoted throughout the manufacturing industry in the country to boost industrial productivity. Therefore, a study was carried out to determine the level of adoption, benefits, and challenges faced by furniture manufacturers in adopting LM. Further, it was also evaluated if LM facilitated the transition towards Industry 4.0 adoption. The questionnaire-based survey involved 484 furniture manufacturers, of large-size and SMEs. The results found that the adoption of LM was prevalent among large-sized companies, and LM improved product quality and customer satisfaction, while reducing manufacturing lead time in the companies. The 5S method of work place organization, process mapping and waste reduction and elimination were the most common LM tools adopted by the companies. On the other hand, the major challenges encountered when implementing LM were lack of know-how, backsliding to old work ways, and resistance to adopt among the employees. The result also revealed that companies practicing LM also suggested that they were more prepared to adopt Industry 4.0 technologies, as the practice of LM has not only reduced waste on the production.

PL

Praktyki Lean Manufacturing (LM) są promowane w całym przemyśle wytwórczym w kraju w celu zwiększenia produktywności przemysłowej. W związku z tym przeprowadzono badania mające na celu określenie stopnia inkluzji, korzyści i wyzwań, przed jakimi stoją producenci mebli stosujących lean manufacturing. Ponadto sprawdzono również, czy LM ułatwiło przejście do przyjęcia Przemysłu 4.0. W badaniu ankietowym wzięło udział 484 producentów mebli, dużych, średnich I małych przedsiębiorstw Wyniki wykazały, że stosowanie LM było powszechne wśród dużych firm, a LM poprawiło jakość produktów i satysfakcję klientów, jednocześnie skracając czas realizacji produkcji w firmach. Metoda 5S organizacji miejsca pracy, mapowanie procesów oraz redukcja i eliminacja odpadów były najczęstszymi narzędziami LM stosowanymi przez firmy. Z drugiej strony, głównymi wyzwaniami napotkanymi podczas wdrażania LM był brak know-how, cofanie się do starych sposobów pracy i niechęć pracowników do adopcji. Wynik ujawnił również, że firmy praktykujące LM sugerowały również, że były bardziej przygotowane do przyjęcia technologii Przemysłu 4.0, ponieważ praktyka LM nie tylko zmniejszyła ilość odpadów na hali produkcyjnej, ale także poprawiła przepływ informacji, który jest ważny dla cyfrowych narzędzi Przemysłu 4.0.

17

The theory and practice of testing the quality ofoutsourcing services in the automotive industry

Cieśla Jakub

Quality Production Improvement - QPI

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2021

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Vol. 3, Iss. 1

63--76

EN

In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.

18

Pozytywne doświadczenia zakupowe w kreowaniu lojalności nabywczej

Dembicka Anna

Problemy Jakości

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2021

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R. 53, nr 9-10

22--31

PL

Doświadczenie zakupowe to rodzaj mentalnej podróży, pozostawiającej niematerialne wrażenia, w postaci wiedzy i śladu emocjonalnego [69], będące kluczowym elementem w zrozumieniu zachowań konsumentów, jak również istotnych zmian zachodzących we współczesnym marketingu [10]. Cel: Celem głównym badań było ukazanie wpływu pozytywnych doświadczeń zakupowych na kształtowanie satysfakcji i lojalności nabywczej oraz sposobów budowania pozytywnych, angażujących nabywcę doświadczeń. Cel pośredni objął systematyzację aparatu terminologicznego dotyczącego wzajemnych zależności pomiędzy pojęciami: doświadczenie zakupowe, satysfakcja i jakość postrzegana przez klienta. Projekt badania/metodyka/koncepcja: W publikacji zastosowano metodę analizy krytycznej literatury przedmiotu oraz metodę syntezy. Autorka odniosła się również do wniosków z badań własnych, przeprowadzonych w ramach dysertacji doktorskiej [13]. Wyniki/wnioski: Znajomość mechanizmów powstawania pozytywnych doświadczeń nabywczych wpływa na efektywność procesów biznesowych oraz utrzymanie przewagi konkurencyjnej. Ograniczenia: Wśród publikacji omawiających problematykę Customer Experience jedynie nieliczne z nich odnoszą się do kwestii doświadczeń klientów wewnętrznych przedsiębiorstw (pracowników), ponadto specyfika poszczególnych branż utrudnia wnioskowanie na temat całej populacji pracowniczej. Jednakże niezależnie od gałęzi gospodarki formułowanie strategii wspierających proces budowy pozytywnych doświadczeń klienta zewnętrznego uwzględniać powinno aspekt realizacji funkcjonalnych i emocjonalnych oczekiwań występujących w cyklu życia pracownika (kreatora doświadczeń nabywczych), na etapie doboru pracowniczego, w procesach motywacji, komunikacji wewnętrznej, rozwoju i derekrutacji. Zastosowanie praktyczne: Zaprezentowane w artykule wnioski posłużyć mogą firmom produkcyjnym i/lub usługowym, priorytetowo traktującym budowanie i umacnianie relacji między nabywcami a przedsiębiorstwem. Oryginalność/wartość poznawcza: Publikacja ukazuje obecne oraz przyszłe kierunki badań nad rolą pozytywnych doświadczeń zakupowych, stanowiących czynnik popytu, poddawanej coraz szerszym analizom, gospodarki (ekonomii) doświadczeń.

EN

The shopping experience is a kind of mental journey, leaving immaterial impressions in the form of knowledge and emotional imprint [69], which are a key element in understanding consumer behavior, as well as significant changes taking place in contemporary marketing [10]. Purpose: The main aim of the research was to show, based on extensive literature studies, the impact of positive purchasing experiences on shaping satisfaction and purchasing loyalty, as well as ways of building positive experiences that engage the buyer. The intermediate goal included the systematization of the terminological apparatus relating to the interdependencies between the concepts of: purchasing experience, satisfaction and quality perceived by the customer. Design/methodology/approach: The publication uses the method of critical analysis of the literature on the subject and the method of synthesis. The author also referred to the conclusions of her own research, conducted as part of the doctoral dissertation [13]. Findings/conclusions: Knowledge of the mechanisms of creating positive purchasing experiences affects the effectiveness of business processes and maintaining a competitive advantage. Research limitations: Among the publications discussing the issues of Customer Experience, only a few of them refer to the experience of internal customers of enterprises (employees), moreover, the specificity of individual industries makes it difficult to draw conclusions about the entire working population. However, regardless of the branch of the economy, formulating strategies supporting the process of building positive experiences of an external customer should take into account the aspect of implementing functional and emotional expectations occurring in the employee's life cycle (purchasing experience creator), at the stage of employee selection, in the processes of motivation, internal communication, development and recruitment. Practical implications: The conclusions presented in the article can be used by manufacturing and/or service companies that prioritize building and strengthening relations between buyers and the enterprise. Originality/value: The publication shows the current and future directions of research on the role of positive purchasing experiences, which are a demand factor – subject to more and more extensive analyzes – experience economy (economy).

19

Assessment of the service provision process as a business process management tool

Ingaldi Manuela

Polish Journal of Management Studies

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2021

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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.

20

Managing inter-departmental project delivery to enhance customer satisfaction

Cosa Sandiso, Ogbeifun Edoghogho, Pretorius Jan Harm C.

Engineering Management in Production and Services

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2021

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Vol. 13, no. 4

39--56

EN

The National Department of Public Works and Infrastructure (NDPWI), an agency for infrastructure development in South Africa, provides accommodation and other infrastructure to various public service departments. Each department communicates its infrastructure requirements with the NDPWI. However, there are usually time lags between project briefing and the actual delivery of the infrastructure. Therefore, this article aims to explore the causes of delays and offer solutions to enhance customer satisfaction. The case study method of qualitative research was adopted. Data were collected from the NDPWI regional offices in Bloemfontein, Cape Town and Kimberley, and the professional service department at the head office in Pretoria, among purposively selected participants not below the deputy director level. The Delphi technique was used as an instrument for data collection and complemented during a focus group session. The findings revealed that the major factors contributing to delays included poor planning by the project execution team (PET), ineffective project monitoring and overcentralisation of the decision-making process. The findings, conclusions and recommendations of this research provide useful information for organisational restructuring, the training and continuous retraining of project personnel, especially the project managers. These steps hold the potential for ameliorating the negative effects of delay in the execution of construction projects by the NDPWI.