Wyniki wyszukiwania - BazTech

1

Experimental evaluation and analysis of 18650 battery energy capacity and performance parameters

Czerniak Jacek, Gacek Anna, Ziembik Zbigniew

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2025

|

z. 218

111--126

EN

Purpose: The primary objective of this paper was to present the research findings on 18650 batteries, with an emphasis on consumer selection practices, as well as the challenges and support mechanisms related to product quality. Additionally, the study aimed to identify critical issues that could inform future legislative changes related to 18650 batteries. Design/methodology/approach: The study employed a survey-based methodology, wherein participants were queried regarding the battery features they prioritize during their procurement process. The second phase of the study involved technical measurements of selected 18650 batteries, including their actual capacity and mass. A measurement system was designed and implemented, utilizing a solution that optimally replicated the user's real-world battery charging conditions. Findings: The web-survey allowed for the identification of the most important characteristics of batteries from the customers' perspective. As a result of the research, significant discrepancies were found between the declared and measured parameters of the batteries. It was identified that there is a lack of legal regulations governing the quality parameters that are important to consumers of this type of energy source. Research limitations/implications: The necessity for establishing appropriate standards for 18650 batteries has been demonstrated. Practical implications: Considering the number of charge and discharge cycles for these products, batteries with lower capacities impose a substantial environmental and economic burden, as they require more frequent replacement and recycling. Social implications: The need to enhance production and quality control standards for 18650 batteries has been emphasized to ensure the production of high-quality products that minimize environmental impact while maximizing consumer benefits. Originality/value: The parameters of 18650 batteries most relevant to consumers are presented, along with discrepancies between the specifications declared by manufacturers and their actual performance. The findings can assist producers in making informed decisions during the prototyping phase to enhance product quality, and guide legislators in developing appropriate legal standards.

2

System rozpatrywania reklamacji jako istotny element zarządzania jakością

Skuza Zbigniew, Kardas Edyta

Gospodarka Materiałowa i Logistyka

|

2025

|

nr 2

15--24

PL

W artykule przedstawiono system rozpatrywania reklamacji jako specyficzny element relacji z klientami mieszczący się we wspólnym obszarze logistyki i zarządzania jakością. Na przykładzie wybranego przedsiębiorstwa przemysłowego dokonano analizy ilościowej reklamacji, zwracając uwagę na niektóre aspekty logistyki mające wpływ na współczesne zarządzanie jakością w przedsiębiorstwach przemysłowych. Szczególną uwagę zwrócono na system rozpatrywania reklamacji, relacje z klientami oraz procesy przepływu materialnego i informacyjnego. Podstawowym celem artykułu jest podkreślenie roli reklamacji jako elementu komunikacji producenta z rynkiem oraz zwrócenie uwagi na różnice z tym związane, uwarunkowane kategorią klientów.

EN

The article presents a complaint handling system as a specific element of customer relations within the common area of logistics and quality management. Using the example of a selected industrial company, a quantitative analysis of complaints was made, paying attention to some aspects of logistics that influence contemporary quality management in industrial companies. Particular attention was paid to the complaint handling system, customer relations, and material and information flow processes. The main aim of the paper is to highlight the role of complaints as an element of producer communication with the market and to draw attention to the differences resulting from the customer categories.

3

Marketing activities of enterprises to increase customer value

Krzepicka Alicja Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 192

673--680

EN

Purpose: The purpose of the article is to present, based on source materials and market observations, what marketing activities companies implement to increase customer value. This is because today having a product or service desired by customers does not guarantee success. Marketing practitioners must identify the right media and messages through which to convey to customers what they want to know about them. Mass marketing practitioners especially need to identify well a target market that is both worthy of entry (from the point of view of sales volume and profits) and vulnerable (from the point of view of communication). Design/methodology/approach: The purpose of the article was realized based on the analysis of literature sources and market observations. Findings: Good customer relations are a company's most important potential. An important task is to identify profitable customers and use them effectively. For future development, it is important to establish in the company such a way of determining customer value that takes into account all relevant factors from the point of view of customer value. Practical implications: The topics described in the article can be a source of valuable inspiration for companies interested in building customer value through appropriate selection and alignment of marketing activities. Originality/value: The author draws attention to current and important issues occurring in the process of building customer value.

4

Logistics customer service management on the example of a manufacturing company

Chłąd Monika, Dąbrowska Olga

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 194

73--82

EN

Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to the survey questions 15- >60 years. General knowledge of the logistics industry and responses from opinion makers were taken into account. The responses of the surveyed people were presented graphically along with their descriptions. Research limitations/implications: The practical part is intended to reflect the actual compliance of company X with the imposed rules. The Logistics Customer Service Principles were created to ensure a consistent and effective approach to customer service in the context of logistics. Practical implications: The type of customer service strategy depends on the specific goals and needs of a given business. The essence of logistic customer service is the effective management of the flow of products and services from the place of production to the place of consumption in order to meet customer needs. Logistics customer service covers many aspects, such as planning, controlling and monitoring the flow of goods, inventory management, transport, warehousing and coordination of activities between various links in the supply chain. Social implications: Customer service also means the ability to accept customer opinions and comments with an open mind. Customers should be able to express their opinions and complaints and then respond effectively. Originality/value: The article draws attention to the importance of a non-routine approach to the dynamics of opportunities. This is important for management as a scientific discipline, but also for managers, which indicates various possible development paths.

5

Management Decision Making in a Retail Establishment Using Machine Learning Methods

Bojanowska Agnieszka Barbara, Kulisz Monika, Infante-Moro Alfonso

Advances in Science and Technology. Research Journal

|

2024

|

Vol. 18, no. 7

460--474

EN

Management decisions about store atmosphere, such as temperature, or light intensity in retail establishments can be made based on solutions from machine learning methods. These conditions determine whether the customer will stay in the store longer and whether his shopping cart will reach the desired high value. Previous literature research associates certain atmospheric factors with customers' propensity to make purchasing decisions and allows us to identify what influences the customer during shopping and to what extent. The article aims to reveal the feasibility of using machine learning methods to make management decisions based on store atmosphere parameters. When deciding on the conditions in a retail establishment, applicable health and safety regulations should also be considered. This was used to set limits on the input parameters for the model. The authors identified 3 atmospheric factors and, based on them, proposed two types of models: regression and classification models, predicting how long customers stay in an establishment and can classify it into categories: short, medium and long. These models can then be used to create a model that optimizes the parameters in the facility to achieve a minimum given time a customer stays in the facility.

6

Value as the basis for effective leadership

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 175

405--416

EN

Purpose: Identification of effective leadership, understood as exerting influence on achieving (the highest) value for the client in favorable and unfavorable conditions of the company's operation in empirical terms. Design/methodology/approach: The article presents the results of empirical research. The basic measuring instrument used in the research was the questionnaire. The research includes verification of the assumed hypotheses. Findings: Assessment of the significance of criteria, evaluation of leadership according to criteria, value index, arithmetic average, Spearman's rank correlation coefficient. In general, customers rated the value of leadership low in both favorable and unfavorable conditions. This is a signpost for increasing activity for the growth of value for the customer. Research limitations: Research subjectively assessed by the client. Practical implications: Positioning of a leadership level. On the basis of evaluation, it allows you to locate leadership at an effective level in favorable and unfavorable conditions. Originality/value: A statistics application in the domain of effective leadership. It can be a kind of a signpost for orientation as to the direction of activities ensuring the achievement of effective leadership.

7

Leadership in point of view of effectivity

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 175

393--404

EN

Purpose: Exemplification of the possibility of achieving effective leadership in theoretical terms. Design/methodology/approach: The article presents contemporary trends in leadership development with an emphasis on its (leadership) effectivity. Then, an original concept of leadership efficiency was proposed, the basis of which is value for the client. The proposed concept was developed using the deductive method, i.e. inferring from what is general about what is special. Findings: An original concept and model of business leadership effectivity. Practical implications: Ability to choose the leadership cap. It allows leadership to be placed at an effective level. Originality/value It can be a kind of a signpost for orientation as to the direction of actions aimed at improving the efficiency of leadership.

8

Determinants of the choice of petrol stations by micro and small road transport enterprises in the Podkarpackie voivodeship

Jedynak Zdzisław

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 176

153--167

EN

Purpose: The aim of the research will be indicate the main and secondary factors determining the choice of petrol stations by micro and small road transport enterprises, whose registered office is located in the Podkarpackie Voivodship. The essence of the research problem will boil down to answering questions about the main and secondary factors determining the choice of petrol stations by micro and small road transport enterprises in the Podkarpackie Voivodeship. Detailed questions will concern the indication of differences when choosing a supplier, taking the criterion of the size of enterprises, owned fleet of vehicles or geographical scope of operations. Therefore, the subject of the study is the retail market of transport fuels, and the subject of the research are micro and small road transport enterprises located in the Podkarpackie Voivodship. The area of research is the determinants of the choice of petrol stations by the surveyed enterprises. Design/methodology/approach: The research procedure will run through the following stages: 1) indicating the topic, purpose and scope of the research; 2) determination and definition of evaluation criteria; 3) construction and development of the interview form; 4) selection of the database of road transport enterprises; 5) selection of the test sample; 6) measurement; 7) interpretation of the obtained results; 8) final conclusions; 9) dissemination of research results. The research method used is a direct interview. The measurement will be carried out on the basis of an interview form. For the purposes of the research, areas of assessment were indicated, i.e. the initial criterion, form of cooperation and selection determinants. Findings: The implementation of the topic and purpose of the research allowed to indicate the determinants of the choice of petrol stations by micro and small road transport enterprises, whose headquarters are located in the Podkarpackie Voivodeship. It should be emphasized that the presented research is the second stage of the research process, the main purpose of which is to indicate the scope and form of cooperation of a retail supplier of liquid fuels with a micro and small road transport company in the Podkarpackie Voivodship. The stages of its implementation include: determining the attributes of the commercial offer of the petrol station network in the analyzed region; an indication of the determinants of the choice of a supplier of liquid fuels by the surveyed enterprises; determination of the extent to which the commercial offer of the petrol station network addressed to micro and small road transport enterprises in the Podkarpackie Voivodship reflects the real needs of the market. Originality/value: In this article, the actions taken to achieve the progress of scientific knowledge led to the expansion of knowledge in the discipline of management and quality science in the area of trade systems, their organization and management. The research focused on the areas that have and will have an impact on improving the competitive position of road transport enterprise.

9

Artificial Intelligence (AI) in CRM - possibility of effective integration, opportunities and threats

Łukasik-Stachowiak Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 175

289--310

EN

Purpose: The purpose of this article is to discuss the aptitude and readiness of companies to carry out effective integration of Customer Relationship Management (CRM) systems with Artificial Intelligence. Design/methodology/approach: The article attempts to answer the following research questions: RQ1: Are companies ready to use AI in their CRM systems? RQ2: What are the most common AI tools used in CRM systems? RQ3: What are the most common opportunities and threats of using AI in CRM systems? In view of the above, an analysis of national and international literature sources and an analysis of recent research from the IT industry on trends in the use of AI, particularly in customer service, as well as an original pilot study using an online questionnaire were adopted as the research method. The pilot research was conducted among 104 companies via the Internet. Findings: The evaluation of the data collected showed that companies are aware of the calls made on them by the evolution of modern technologies using artificial intelligence and how important it is, in view of the above, to integrate the CRM system with AI and, where possible, to use its facilities to improve customer service and business in general. Research limitations/implications: The conducted study was of a pilot nature, in the future it is planned to conduct a wider research in order to verify a greater number of variables affecting the integration of AI with CRM. Artificial Intelligence is a constantly evolving topic, limiting the verification of only a few variables affecting the integration of AI with CRM may quickly become obsolete. Practical implications: The integration of AI capabilities with CRM is recognised as one of the key factors for improving the speed and efficiency of customer service. The pilot survey indicated what the general sentiment and readiness of companies to use the potential of AI is, how the application of AI can help organisations gain the adaptive organisational capabilities needed to increase overall business efficiency and CRM effectiveness, paying attention to the key goals and opportunities, paying attention to the key goals and opportunities that have been described in detail, as well as the risks associated with the integration of artificial intelligence with CRM. Social implications: In view of the widespread fear of replacing some work positions with Artificial Intelligence, the conducted research indicates that some of them may be a bit exaggerated and some justified, especially when it comes to repetitive analytical tasks in the CRM system. Originality/value: The article deals with the current topic of using Artificial Intelligence solutions in business.

10

Narzędzie informatyczne wspomagające zarządzanie danymi klientów

Tomczak Aleksander, Dostatni Ewa, Górski Filip

Zarządzanie Przedsiębiorstwem

|

2023

|

Vol. 26, nr 1

26--32

EN

The article describes an example of using a database application to manage customer data in an organization producing products to individual customer orders. The research were carried out in the department of production engineering at the Poznan University of Technology, who conducts research regarding the creation of individual prostheses and ortheses for patients with limb disfunctions. The developed database application with its functionality is included in the area of crm it solutions. The application is an extension of the automedprint system, which is used for fast, automatic designing and manufacturing of prostheses and orthetizes by 3d printing. In automedprint, data concerning clients, products and production orders are saved in different folders, which makes the management of these data very hard. Reason for this, a solution which enables accelerating editing, searching, sorting of data, and therefore providing in a short time information on the status of implementation of individual orders, has been developed.

11

Demand determinants for electric vehicles in Poland

Gądek-Hawlena Teresa, Bęben Aleksandra

Systemy Logistyczne Wojsk

|

2023

|

Vol. 58, no. 1

161--180

EN

Transportation is one of the main sectors of any country’s economy. The development of transportation positively influences changes in industrial activity, and the growth of population mobility. An important feature of responsible transport development is the formation of legally established, technical and economic conditions consistent with the idea of sustainable development. Electric cars are a solution that fits into this idea. The increase in the number of electric vehicles can significantly improve the environment, taking into account the use of renewable energy to power them. The purpose of this article is to identify the factors affecting the demand for electric vehicles among individuals in Poland. A hypothetical assumption was made that the factors affecting demand for electric vehicles are mainly economic in nature. The realization of the above objective involved the use of several research methods. In the theoretical part, the methods used were: analysis of literature and source documents. In the research part, the diagnostic survey method was used. Frequency indicators were used to analyze the results. Based on the research conducted, it can be concluded that: few people own electric cars and only 1/3 of respondents are considering the purchase of such a car. According to the respondents, these cars are too expensive and are not suitable for long-distance travel, while the advantages are their economy and environmental friendliness. Among the respondents, few had knowledge of subsidies for the purchase of electric vehicles. Factors that could influence the purchase of vehicles among individuals were mentioned: the possibility of using free parking spaces, bus lanes intended for public transportation, entry into the city’s clean transportation zones, and subsidies. The results of the study help fill the research gap relating to economic issues related to the development of electormobility.

PL

Transport jest jednym głównych sektorów gospodarki każdego państwa. Rozwój transportu wpływa pozytywnie na zmiany w działalności przemysłowej oraz wzrost mobilności ludności. Ważną cechą odpowiedzialnego rozwoju transportu jest kształtowanie ustanowionych prawem, technicznych oraz ekonomicznych warunków zgodnych z ideą zrównoważonego rozwoju. Rozwiązaniem wpisującym się w tę ideę są samochody z napędem elektrycznym. Wzrost liczby pojazdów elektrycznych może znacząco wpłynąć na poprawę środowiska naturalnego, przy uwzględnieniu wykorzystywania do ich napędu energii ze źródeł odnawialnych. Celem artykułu było zidentyfikowanie czynników wpływających na popyt na pojazdy elektryczne wśród osób indywidualnych Polsce. Przyjęto hipotetyczne założenie, że czynniki mające wpływ na popyt na pojazdy elektryczne mają głównie charakter ekonomiczny. Realizacja powyższego celu polegała na zastosowaniu kilku metod badawczych. W części teoretycznej wykorzystano metody: analizę literatury i dokumentów źródłowych. W części badawczej wykorzystano metodę sondażu diagnostycznego. Do analizy wyników wykorzystano wskaźniki częstotliwości. Na podstawie przeprowadzonych badań można stwierdzić, że: niewiele osób posiada samochody z napędem elektrycznym i tylko 1/3 badanych bierze pod uwagę zakup takiego samochodu. Według respondentów samochody te są zbyt drogie i nie nadają się na dalekie podróże natomiast zaletami tego typu pojazdów jest ich ekonomiczność i ekologiczność. Wśród badanych niewiele osób miało wiedzę na temat dopłat do zakupu pojazdów elektrycznych. Czynnikami które mogłyby wpłynąć na zakup pojazdów wśród osób indywidualnych wymieniono: możliwość korzystania z: darmowych miejsc parkingowych, buspasów przeznaczonych dla komunikacji miejskiej, wjazdu do stref czystego transportu w mieście oraz dofinansowanie zakupu pojazdu. Uzyskane wyniki badań pozwalają na wypełnienie luki badawczej odnoszącej się do kwestii ekonomicznych związanych z rozwojem elektormobilności.

12

Drogi pod mikroskopem, czyli rzecz o laboratorium drogowym

Brzozowski Daniel

Magazyn Autostrady

|

2023

|

Nr 5

58--62

PL

Artykuł omawia rolę i działalność laboratoriów drogowych oraz wyzwania, z jakimi się one spotykają. Praca przedstawia zakres działalności laboratorium drogowego, który obejmuje: badania gruntów, geotechnikę, kruszywa, beton, stabilizację drogową i wiele innych aspektów związanych z budową dróg. Autor zwraca uwagę na znaczenie prawidłowego pobierania próbek gruntów i norm, które regulują ten proces. Porusza także kwestię interpretacji wyników badań i braku jednoznacznych norm w niektórych przypadkach. Wyjaśnia, że często laboratoria są zmuszone działać w oparciu o brakujące lub niejasne przepisy, co może prowadzić do nieporozumień z klientami.

EN

The article discusses the role and operation of road laboratories and challenges they face. The paper presents the scope of activities of a road laboratory including soil testing, geotechnics, aggregates, concrete, road stabilisation and many other aspects related to road construction. The author draws attention to the importance of proper soil sampling and the standards that regulate this process, and also raises the issue of interpreting test results and the lack of clear standards in some cases. He explains that laboratories are often forced to operate based on lacking or unclear regulations, which can lead to misunderstandings with customers.

13

Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Saricam Canan

Autex Research Journal

|

2022

|

Vol. 22, no. 2

184--193

EN

The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

14

Private labels – customer profile and changes in trade during pandemic

Slabá Marie

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2021

|

z. 154

291--303

EN

Purpose: This article focuses on private labels, which play a crucial role in the retail market. This article aims to examine the market of private labels in the Czech Republic and reveal the customer profile of private labels in the Czech market. Design/methodology/approach: This article incorporates the results of the author's research devoted to various aspects of private labels and trade. The author used an online questionnaire for the research. This questionnaire was divided into several parts and prepared based on the literature search of statistics, reports, papers, and scientific studies. Findings: Large retail chains can achieve more than 30% of sales from private labels. The nature of the private label market is changing significantly. Therefore, the customer profile is changing too. The author's research revealed that the most critical segment for private labels is women, specifically single women with an income of up to 20,000 CZK, aged under 27-36, who live in medium-sized cities with up to 100,000 inhabitants. Research limitations/implications: In the current Covid-19 pandemic, the results can contribute to more effective collaboration with customers. In the future, it is intended to develop research on other aspects that affect the operation of private labels. Practical implications: It is clear from the research results that large retail chains should focus on certain specific segments, especially women with the above profile. According to research, this segment is the most crucial segment for retail chains and should focus on it. Originality/value: The article focuses on the changes during the Covid-19 pandemic. At this time, there were changes in shopping behavior, which are listed in the article.

15

Logistyka czynnikiem tworzenia konkurencyjności przedsiębiorstwa

Nyszk Wojciech

Gospodarka Materiałowa i Logistyka

|

2021

|

nr 3

37--45

PL

Logistyka ukierunkowała się na rynek. Obsługa klienta i jej odpowiedni poziom zaczęły zyskiwać miano priorytetów w działaniach przedsiębiorstw. Wymusiło to obserwowane dziś na rynkach zjawisko powstawania sieci logistycznej, znaczną integrację wielu przedsiębiorstw i organizacji w ramach jednego łańcucha dostaw, znaczne zwiększenie roli najnowszych technologii w działaniach logistycznych. Obserwowane zmiany sprawiły, że współcześnie wiele podmiotów obecnych na rynku logistykę traktuje jako swoistą szansę strategiczną. Niestety, zbyt mało wiemy jeszcze o problemie wykorzystania logistyki jako ważnego elementu uzyskiwania przewagi konkurencyjnej, stąd też celem artykułu jest przedstawienie możliwości logistyki w poprawie pozycji przedsiębiorstw na konkurencyjnym rynku oraz ukazanie jej znaczenia dla organizacji.

EN

Logistics focused on the market, customer service and its appropriate level began to become priorities in activities. It was forced by the phenomenon of the formation of a logistic network observed in the markets today, the significant integration of many enterprises and organizations within one supply chain, and a significant increase in the role of the latest technologies in logistics activities. Due to the observed changes, many entities present on the market nowadays treat logistics as a kind of strategic opportunity. Unfortunately, we still know too little about the problem of using logistics as an important element of gaining a competitive advantage, therefore the aim of the article is to present the possibilities of logistics in improving the position of enterprises in a competitive market and to show its importance for the organization.

16

ICTs and Digital Risk in Purchase Transactions

Woźniak Jacek, Gheorghiu Anda

Nowoczesne Systemy Zarządzania

|

2020

|

T. 15, nr 4

39--49

EN

The phenomenon of digital risk accompanies today’s consumers every day, at the execution of every purchase transaction. Today’s customers (so-called the Customers 4.0), who use ICTs on a large scale and are very prone to exploiting the potential of ICTs in purchasing processes, are usually aware of the digital risk, but do not give to it a high enough priority. In order to explore the peculiarity of the digital risk and customer use of ICTs, the CATI survey was conducted - on a sample of 320 consumers (from Poland). The research aimed to assess the complexity and importance of digital risk in customers’ opinions, and the complexity of the use of ICTs in purchasing processes. The research process involved the statistical methods as follows: factor analysis (i.e. Principal Components Analysis method - PCA), as well as cluster analysis (k-mean method). In the study, three composite indexes were constructed - i.e. the Digital Risk Complexity Index - DRCI, the Digital Risk Importance Index - DRII, as well as the Consumers’ Use of ICTs Complexity Index - CUICI. In particular, the study showed that the digital risk complexity is at a moderate level, the digital risk importance is at a moderate level too, as well as the consumers’ use of ICTs complexity is at a relatively high level throughout the research sample.

PL

Zjawisko ryzyka cyfrowego towarzyszy dzisiejszym konsumentom każdego dnia, przy realizacji każdej transakcji zakupowej. Współcześni klienci (tzw. Klienci 4.0), którzy korzystają z ICT na dużą skalę i są bardzo skłonni do wykorzystywania potencjału ICT w procesach zakupowych, są zwykle świadomi ryzyka cyfrowego, ale nie nadają mu wystarczająco wysokiego priorytetu. W celu zbadania specyfiki ryzyka cyfrowego i wykorzystania ICT przez klientów przeprowadzono badanie CATI - na próbie 320 konsumentów (z Polski). Celem badań była ocena poziomu złożoności i znaczenia ryzyka cyfrowego w opinii klientów oraz poziomu złożoności stosowania ICT w procesach zakupowych. Proces badawczy obejmował następujące metody: analizę czynnikową (tj. metodę analizy głównych składowych - PCA), a także analizę skupień (metoda k-średnich). W badaniu zbudowano trzy indeksy kompozytowe: Digital Risk Complexity Index - DRCI, Digital Risk Importance Index - DRII, jak również Consumers’ Use of ICTs Complexity Index - CUICI. Badanie wykazało przede wszystkim, że złożoność ryzyka cyfrowego jest na umiarkowanym poziomie, znaczenie ryzyka cyfrowego również na umiarkowanym poziomie, a złożoność zastosowania ICT przez konsumentów jest na stosunkowo wysokim poziomie w całej próbie badawczej.

17

Customer satisfaction in retail banking – current and future research trends

Bugdol Marek, Jemczura Tomasz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2019

|

z. 136

69--85

EN

The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways – from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.

18

Use of the cit method for quality assessment of catering services

Ingaldi Manuela, Kotus Martin

Quality Production Improvement - QPI

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2019

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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.

19

Wartość dla klienta jako element wzmocnienia lojalności w sektorze usług telekomunikacyjnych

Tkaczyk Stanisław, Kołuda Jolanta

Problemy Jakości

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2019

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R. 51, nr 8

2--12

PL

Problemem badawczym podjętym w pracy jest odpowiedź na pytanie: jakie czynniki mogą wzmacniać lojalność klientów w sektorze usług telekomunikacyjnych oraz które z nich mają największy wpływ na decyzje klientów o lojalności. Celem artykułu w jego części teoretycznej jest zaprezentowanie ogólnej istoty lojalności oraz jej możliwych składowych, a w części empirycznej – przedstawienie wyników badań opartych na literaturze przedmiotu. Opracowanie składa się z pięciu części: dwóch teoretycznych, dwóch badawczych oraz podsumowania. W części teoretycznej przedstawiono zjawisko i pojęcia lojalności, zaprezentowano także jej składowe, opisane w literaturze przedmiotu. W części empirycznej przedstawiono czynniki, które mogą determinować lojalność klientów w sektorze usług telekomunikacyjnych oraz teoretyczny model, który opisuje proces podejmowania decyzji przez klientów o lojalności względem wybranego obiektu. Wyniki badań wskazują, że lojalność klientów w sektorze usług telekomunikacyjnych mogą kształtować zarówno czynniki jakościowe związane z usługą, jak również pozajakościowe, jak bezpieczeństwo czy aspekty społeczne.

EN

The research problem raised in the article is the answer to the question: what factors can strengthen customer’s loyalty in the telecommunications services sector and which of them have the greatest influence on customer’s decisions about loyalty. The aim of the article, in its epistemological part, is to present the general essence of loyalty and its possible components, and in the empirical part to present research results based on the subject literature. The study consists of five parts: two theoretical, two research parts and summary with conclusions. The theoretical part presents the phenomenon and concepts of loyalty. Its components described in the literature on the subject were also featured. The empirical part presents factors that may determine customer loyalty in the telecommunications service sector and the theoretical model that describes the customer’s decision making process about loyalty to the selected object. The results of research indicate that customer’s loyalty in the telecommunications services sector can shape both qualitative factors related to the service, as well as quality factors such as security or social aspects.

20

New technologies and quality of customer service – case study

Midor Katarzyna

Multidisciplinary Aspects of Production Engineering

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2019

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Vol. 2, Iss. 1

548--558

EN

Nowadays, companies are increasingly forced to fight against competition. The number of competitors on the market is constantly growing, and customer’s demands on the products offered by the companies are increasing. The role of customers on the market has changed in recent years. Customers are more active than before, i.e. they started to actively co-create value, so they stopped being passive to the purchase process. Organizations that make appropriate use of the increase in customer activity can count on large benefits for the company. One of the methods to increase competitiveness is continuous introduction of new technologies based on the Internet, which recently resulted in easier cooperation between customers and suppliers, making and settling transactions, coordination of orders in the supply chain thanks to e.g. solution supporting electronic exchange of EDI documents. Therefore, the development of information and communication technologies has significantly influenced the development of organization through its improvement. This paper presents the importance of new technologies for the customer that improve the process of its service in a selected clothing sales network in Poland.