Wyniki wyszukiwania - BazTech

1

Quality in e-commerce services related to maritime economy

Studzieniecki Tomasz, Szyda Monika

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 202

549--564

EN

Purpose: The aim of the study was to obtain information from respondents about the assessment of their satisfaction resulting from the identified features in the online commercial services provided. Design/methodology/approach: The article uses a qualitative study. The survey method was used, and the data was obtained through an online survey. The sample selection was purposeful, both in terms of respondents and the websites themselves. The expert method was used to study the websites, and the data was obtained through desk research. The theoretical scope of the work concerns the determination of attributes for assessing the quality of e-commerce services. The novelty of the article is the study of quality in the niche area of online trade related to the maritime economy (maritime e-commerce). Findings: Niche maritime e-commerce requires multidimensional shaping quality of commercial services. The quality of commercial services provided by online stores in maritime e-commerce, is more satisfying than in terms of services offered in this sphere of online trade. The quality of commercial services provided in maritime e-commerce requires improvement, especially in the technological dimension. Research limitations/implications: The niche nature of the study group meant that it was impossible to use random sampling, hence convenience sampling was used. The study group turned out to be quite hermetic, which caused difficulties in collecting data. Nevertheless, it is worth conducting research in such populations, even if it were to be considered preliminary or exploratory Practical implications: The article has application value. As a result of the research, areas requiring quality improvement in maritime e-commerce for two groups of business entities were indicated - online stores and entities providing services related to the maritime economy. Social implications: Social implications may concern the recognition of preferences of a niche group of consumers, which can also be considered a contribution to science. Originality/value: A niche area in e-commerce has been identified, concerning the maritime economy, which may contribute to science. Based on the literature, a new, original model for assessing the quality of commercial services has been developed, which can be used in any industry. Based on the results, recommendations have been collected for entrepreneurs operating in maritime e-commerce, which may also bring benefits to their customers. for whom it is worth improving the quality of services.

2

Quality factors for internal communication in public administration

Skotnicka-Zasadzień Bożena, Gembalska-Kwiecień Anna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 202

513--522

EN

Purpose: Internal communication in municipal offices is an important factor that affects the quality of the services provided by this organisation. The article uses factor analysis to identify the quality factors of internal communication between front-office and back-office staff and, on this basis, identifies problems in this communication and also proposes improvement measures. Design/methodology/approach: The paper identifies latent factors of the quality of internal communication between front-office and back-office employees of a selected municipal office. The identified factors were used to assess the level of internal communication quality between front-office and back-office employees. Findings: Based on factor analysis, latent factors of the quality of internal communication between front-office and back-office employees were identified and, on this basis, the level of quality of internal communication between the surveyed municipal office employees was assessed and problems in this communication were identified. Research limitations/implications: The main limitation of the article is that it is based on one case of an organisation. Future research will need to be conducted in more organisations to find out whether the same result can be achieved. Practical implications: The research conducted identified three latent factors of the quality of internal communication between front-office and back-office staff in one municipal office. These factors include: cooperation between front-office and back-office staff, assurance and responsiveness. The identified factors were used to assess the level of quality of internal communication between front-office and back-office staff. The worst-rated factor is collaboration between the employees surveyed (2.26), better assurance (3.67), while responsiveness is the best (3.97). Originality/value: To date, the level of quality of internal communication between front-office and back-office employees has not been assessed in municipal offices. It is difficult to find research results in the system that are effective and effectively ensure the effectiveness of communication between front-office and back-office employees.

3

Impact of sars-cov-2 on Inpost's service perception in Sosnowiec

Jeziorski Damian, Cieśla Maria, Markowska Katarzyna, Socik Paweł, Sigiel Norbert

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

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z. 197

183--205

EN

Purpose: The SARS–CoV–2 pandemic, which spread worldwide in early 2020, has had a significant impact on the global economy and on the operation of many sectors, including the logistics industry. In Poland, as in other countries, the sector has had to adapt quickly to changing conditions and newly introduced sanitary restrictions. InPost, a key player in the courier services market in Poland, faced the challenge of ensuring business continuity while maintaining a high level of customer satisfaction. This article focuses on an analysis of the impact of the SARS–CoV–2 pandemic on the perception of the quality of services provided by InPost in the city of Sosnowiec. The study was conducted the basis of data collected by questionnaires and analysis of InPost's operational data. The results are aimed not only at assessing the direct effects of the pandemic on the company's operations, but also at understanding long–term changes in consumer attitudes and business strategy. Design/methodology/approach: For the article, a survey was conducted using statistical analysis. The survey research was conducted on a population of 6424 respondents. Findings: The empirical research conducted made it possible to determine the impact of pandemics on the quality of service provision. The main issues identified were: the availability of service infrastructure to respondents, the density of its deployment, the impact of computerization on the quality of service delivery, and overall customer satisfaction with the services provided. Research limitations/implications: Despite efforts to collect as large a group of respondents as possible, the sample represented represents only about 3.3% of Sosnowiec's population. Additionally, the survey faces limitations due to the data voluntarily reported by respondents, which may lead to potential bias in their responses. Focusing on a specific percentage of Sosnowiec's population, may not reflect overall satisfaction with the services provided. Practical implications: The research will provide useful insights for courier companies developing their operations in urban areas. They offer guidance on concepts for expanding service infrastructure as well as mobile applications. Originality/value: Based on the research conducted, this study can make a distinctive contribution to the current literature. At the same time, it provides a valuable insight into the adaptation of InPost's logistics organizations in terms of the dynamic changes taking place in society, in the context of the COVID–19 pandemic.

4

Evaluating service quality in automotive outsourcing: gaps between standards and practice

Cieśla Jakub

System Safety : Human - Technical Facility - Environment

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2024

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Vol. 6, iss. 1

99--109

EN

Outsourcing plays a pivotal role in the automotive industry, enabling companies to optimize processes and focus on core competencies. However, evaluating service quality remains a challenge due to significant gaps between standardized frameworks, such as ISO 9001 and IATF 16949, and the practical requirements of collaboration with service providers. This article reviews current research on service evaluation in the automotive sector, emphasizing the specific attributes of relationships between service providers and recipients. The paper also analyses findings from pilot studies, which highlight the importance of developing integrated methodologies for assessing service quality. These methodologies aim to effectively bridge theoretical standards with operational practices. The results underline the need for further research to unify evaluation models, contributing to enhanced outsourcing management across the automotive industry.

5

Wykorzystanie nanomateriałów w inteligentnym sprzęcie sportowym

Min Mao, Baobin Duan

Przemysł Chemiczny

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2024

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T. 103, nr 4

529--533

PL

Nanomateriały zostały z powodzeniem zastosowane w sprzęcie fitness, inteligentnych bieżniach i obiektach sportowych. Potwierdzono odporność na zużycie i korozję, zdolność do samooczyszczania i wysoką czułość nanomateriałów. Technologia nanopowlekania poprawiła odporność na zużycie i trwałość inteligentnego sprzętu fitness. Technologia nanosensoryczna zastosowana w inteligentnych bieżniach zapewniła sportowcom precyzyjne informacje zwrotne dotyczące treningu. Kompleksowe zastosowanie nanotechnologii w inteligentnych obiektach sportowych zaowocowało poprawą sprawności operacyjnej i lepszym doświadczeniem użytkownika.

EN

Nanomaterials were successfully applied in fitness equipment, intelligent runways and sport venues. Wear and corrosion resistance, self-cleaning ability and high sensitivity of nanomaterials were confirmed. The nanocoating technol. improved the wear resistance and longevity of intelligent fitness equipment. In particular, the nanosensing technol. incorporated into intelligent runways provided athletes with precise training feedback. The comprehensive application of nanotechnol. in intelligent sport venues resulted in improving operational efficiency and an enhanced user experience.

6

Ocena parametrów QoS usługi transmisji danych z wykorzystaniem modułów DTS SOL8SDR dla rozwiązań dronowych

Maślanka Krzysztof, Wojtuń Jarosław, Kelner Jan M.

Przegląd Telekomunikacyjny + Wiadomości Telekomunikacyjne

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2024

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nr 4

241--244

PL

Rynek platform i aplikacyjnych zastosowań bezzałogowych statków powietrznych (BSP) jest obecnie jednym z najbardziej dynamicznie rozwijających się gałęzi przemysłu i usług, zarówno w odniesieniu do segmentu cywilnego jak i wojskowego. W tym artykule przedstawiamy testy jakości usług dla radiowego modułu DTC SOL8SDR wykorzystywanego na BSP do transmisji danych. Moduł ten będzie wykorzystany w systemie rozpoznania radioelektronicznego na grupie BSP.

EN

The market for platforms and applications of unmanned aerial vehicles (UAVs) is currently one of the most dynamically developing industries and services, both in the civil and military segments. In this paper, we present quality of service (QoS) tests for the SOL8SDR DTC radio module used on a UAV for data transmission. This module is planned to be used in the radioelectronic reconnaissance system of a UAV group.

7

Identyfikacja operatora na podstawie wskaźników jakości sygnału radiowego – zarys podejścia

Zmysłowski Dariusz, Kelner Jan M.

Przegląd Telekomunikacyjny + Wiadomości Telekomunikacyjne

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2024

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nr 4

341--344

PL

Ocena jakości usług QoS (Quality of Service) w sieciach 5G jest zwykle realizowana na podstawie wartości kluczowych wskaźników wydajności KPI (Key Performance Indicator) takich jak przepustowość lub opóźnienie. Parametry te można wyznaczać przy realizacji konkretnej usługi lub testów wydajnościowych, np. z wykorzystaniem aplikacji iPerf. Bardziej powszechnym rozwiązaniem jest wykorzystanie parametrów referencyjnego sygnału radiowego, np. RSRP, SINR, RSRQ, które mogą być wyznaczane w sposób ciągły, niezależnie od realizowanych usług. Autorzy we wcześniejszej pracy przedstawili analizę korelacyjną pomiędzy parametrami sygnałów radiowych i KPI usług. Na podstawie tych badań dla scenariusza iPerf, wyselekcjonowali dwa parametry RSRQ i SINR wyznaczane dla standardu 5G, które pozwalają jednoznacznie identyfikować operatora. W tym przypadku zastosowali regresję liniową dla danych pomiarowych. W tym artykule przedstawiono analogiczną metodę identyfikacji operatora dla scenariusza transmisji strumieni wideo realizowanych w serwisie YouTube wraz z propozycją wykorzystania regresji kwadratowej.

EN

Assessment of quality of service (QoS) in 5G networks is usually based on the key performance indicators (KPIs) such as throughput or latency. However, these parameters can be determined when implementing a specific service or performance test, e.g., using the iPerf application. A more common solution is to use the parameters of the reference radio signal, e.g., RSRP, SINR, or RSRQ, which can be determined continuously, regardless of the services provided. In our previous work, we presented a correlation analysis between radio signal parameters and service KPIs. Based on this research, for the iPerf scenario, we selected two parameters RSRQ and SINR determined for the 5G standard, which allow for the unambiguous identification of the mobile network operator (MNO). In this case, linear regression for the measurement data is used. In this paper, we present this method for video streaming scenario from the YouTube service, along with a proposal to use square regression.

8

Data-driven model for long-term forecasting of 5G throughput and delay per network slice with the context of cell configuration

Dulas Dominik, Witulska Justyna, Wyłomańska Agnieszka, Walkowiak Krzysztof

Przegląd Telekomunikacyjny + Wiadomości Telekomunikacyjne

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2024

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nr 4

419--424

EN

The primary innovation and contribution of this study is the evaluation of a multidimensional VAR-MAX model, utilizing real traffic and environmental network data combined with cell configuration during the training phase, to accurately forecast telecommunication metrics, which are crucial in the dimensioning of 5G networks with network slicing. The results show that this technique is effective in predicting delay and throughput, which significantly influence the slice quality of service, over a longterm horizon of approximately 3 months.

PL

Podstawowym wkładem tej pracy jest ocena wielowymiarowego modelu VARMAX, wykorzystującego rzeczywiste dane o ruchu i środowisku sieci w połączeniu na etapie uczenia z danymi o konfiguracji komórek, w celu dokładnego prognozowania wskaźników telekomunikacyjnych, które są kluczowe przy wymiarowaniu sieci 5G z zastosowaniem plastrowania. Wyniki pokazują, że technika ta jest skuteczna w długoterminowym przewidywaniu opóźnień i przepustowości, które znacząco wpływają na jakość usługi w plastrze, w horyzoncie 3 miesięcy.

9

QOE Measurement model in wi-fi networks: analysis of socio- economics influences in Indonesia

Ruliyanta Ruliyanta, Ahmad Mohd Riduan, Md Isa Azmi Awang

Przegląd Elektrotechniczny

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2024

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R. 100, nr 6

83--87

EN

We measure the quality-of-service level of the existing Wi-Fi network on the office in Indonesia. Next, the user is asked to measure the level of network experience. We compare the results of our experience assessment survey with the system's quality of service. The method we use is to group volunteers into two socio-economic groups. The assessment results were carried out using an artificial neural network algorithm. Observation results show that the average quality of service in Socio 1 is 87,11%, while in Socio 2, 92.45%. The mean absolute percentage error measurement results we obtained statistically for Socio 1 were 3.54%, and for Socio 2, the value was 2.11%. The Mean absolute percentage error using artificial neural network backpropagation in Socio 1 is 4.02%, while in the Socio 2 group is 2.06%. The relationship between the two results shows a heavy correlation.

PL

Mierzymy poziom jakości usług istniejącej sieci Wi-Fi w biurze w Indonezji. Następnie użytkownik proszony jest o zmierzenie poziomu doświadczenia sieciowego. Wyniki naszej ankiety oceny doświadczeń porównujemy z jakością obsługi systemu. Stosowana przez nas metoda polega na podzieleniu wolontariuszy na dwie grupy społeczno-ekonomiczne. Wyniki oceny przeprowadzono z wykorzystaniem algorytmu sztucznej sieci neuronowej. Wyniki obserwacji pokazują, że średnia jakość obsługi w Socio 1 wynosi 87,11%, zaś w Socio 2 92,45%. Średnie bezwzględne wyniki pomiaru błędu procentowego, które uzyskaliśmy statystycznie dla Socio 1, wyniosły 3,54%, a dla Socio 2, wartość ta wyniosła 2,11%. Średni bezwzględny błąd procentowy przy zastosowaniu propagacji wstecznej sztucznej sieci neuronowej w grupie Socio 1 wynosi 4,02%, podczas gdy w grupie Socio 2 wynosi 2,06%. Związek pomiędzy obydwoma wynikami wykazuje silną korelację.

10

Post occupancy evaluation of the library building: Diyarbakir prof. Dr. Fuat Sezgin provincial public library

Demir Kayan Hale, Ergün Ruşen

Architecture Civil Engineering Environment

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2024

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Vol. 17, no. 1

1--19

EN

Libraries are one of the oldest public buildings in history. Their main goal is to provide access to and disseminate information. There are various types of libraries according to user profile and purposes such as university libraries, school libraries, national libraries, and public libraries. Public libraries have the most comprehensive library feature, serving all people for free. It is also a place for people's socialization and cultural activity. This study aims to evaluate the building performance of Diyarbakır Professor Doctor Fuat Sezgin Provincial Public Library. In the study, Post-Occupancy Evaluation method was used. The results were made about the design quality, indoor environment quality and service quality. The satisfaction index formula developed by Dominowski was used to analyse user satisfaction. The satisfaction level of design quality was determined as 69.38%, indoor environment quality satisfaction level of 72.79% and service quality satisfaction level as 68.48%. These results show that user satisfaction generally remains at a negative level. In this study, suggestions have been developed for increasing the satisfaction level of this library building and for new library building designs. It is thought that this study will be a guide to improving the quality of library buildings.

11

Strategy for the implementation of transport processes toward improving services

Łukasik Zbigniew, Kuśmińska-Fijałkowska Aldona, Olszańska Sylwia

Zeszyty Naukowe. Transport / Politechnika Śląska

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2023

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z. 118

173--193

EN

The current situation in the commodities market has forced suppliers to change their ways of satisfying customer needs. The supply chain aims to deliver raw materials, semi-finished products and finished products to the right place at the right time, incurring the lowest costs. Therefore, high-quality transport services have become indispensable in competing with other entities, enterprises are guided by the timeliness of deliveries in the Just-in-Time and Door-to-Door systems, and the costs incurred. Hence, to ensure that the pursued actions are implemented effectively, it is imperative to apply a process strategy comprising a characteristic component of the transport process management that would have a significant impact on the improvement of the services provided. In this paper, the authors conducted research on a real object of cargo transport on fixed routes and established a concept of streamlining the transport processes carried out at a company. The improvement concept proposed by the authors permits the minimization of the time of loading operations on routes related to a specific load. The result is a reduced total time of cargo transport, which offers the possibility of taking more orders at the studied company.

12

Passengers’ satisfaction with the Lagos shuttle train services, Lagos, Nigeria

Olojede Olorunfemi Ayodeji, Folorunso Sikiru Akintunde, Popoola Adewale Sheyi, Oladeji Peter Bolaji, Akintifonbo Olamide, Odeyemi Damilare Jeremiah

Zeszyty Naukowe. Transport / Politechnika Śląska

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2023

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z. 120

215--231

EN

The study assessed passengers’ satisfaction with the services of the Lagos Shuttle Train Services in Lagos, Nigeria. Two types of train, the Mass Transit Train (MTT) and the Diesel Multiple Unit (DMU), were covered. Using multistage sampling, 246 passengers were surveyed. It was found that the DMU passengers had higher socioeconomic profiles; the overall condition of the DMU was also better. Further analyses reveal that passengers’ satisfaction differed for the train types: the MTT passengers were more particular about the operational environment, while the DMU passengers were concerned with both physical characteristics and the operational environment. Generally, passengers were satisfied with accessibility, coverage, fare, safety at station and onboard, security at station, and security of luggage; however, the Lagos Shuttle Train Services was found wanting on several key indicators. Recommendations are proffered towards enhancing the service quality of the Lagos Shuttle Train Services.

13

Optimizing transportation systems and mitigating risks: a comprehensive analysis of distribution supply chain challenges

Benallou Imane, Azmani Abdelah, Azmani Monir, Atik El Ftouh Mouna

Zeszyty Naukowe. Transport / Politechnika Śląska

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2023

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z. 121

19--30

EN

The effectiveness of the transportation system aids in the successful economic development of any nation, as studies by foreign scientists have shown that road transport is one of the most critical contributors to budget revenue. Nevertheless, the quality of the products and services offered to the end user affects any company's reputation, market share, and financial stability. Being proactive is essential to ensuring low-risk impact, which entails developing a risk management plan to support the operation through well-defined policies and practices. On the one hand, the company will thus be able to differentiate itself in an often competitive market by implementing an effective shipping protocol that considers and plans risks; on the other hand, it will guarantee its customers a timely delivery, as planned. This article focuses on the various problems affecting the distribution supply chain and the negative consequences for the company's image and financial performance.

14

Scores and opinions about car maintenance and repair shops as an example of word-of-mouth marketing in digital social networks

Lotko Aleksander

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

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z. 169

479--496

EN

Purpose: Identification of scores and opinions about licensed car maintenance and repair shops in Radom on the basis of the word-of-mouth message in digital social networks. Design/methodology/approach: Licensed car maintenance and repair shops located in Radom were selected for the research. There are 20 of them. In order to identify a word-of-mouth message about them, data available in Google Maps were used – both numerical scores and opinions. Total amount of 3561 entries was considered. A mixed quantitative-qualitative approach was assumed: the statistics of scores were analysed quantitatively, while the content of the posted opinions was analysed qualitatively. Findings: Average scores for all car maintenance and repair shops are included in the interval <4,0; 4,6>. The total weighted average score is 4,3. A sharp polarization among opinions was stated, resulting in dividing them into two groups: clearly positive and clearly negative ones. On one hand, opinions encompassing substantive marks of overall high service level, professionalism, competence and quickness in delivering services, contact and information, as well as friendly atmosphere and staff friendliness dominate among the positive ones. They are often posted by loyal customers, who repeatedly take advantage of the services. On the other hand, clearly emotional opinions, expressed as a result of a single incident of not fulfilling customer expectations in a blatant way or neglecting them dominate among negative ones. Research limitations/implications: Research concerning a limited geographical region. Research should be treated as a pilotage. Practical implications: Information concerning scores and opinions about car maintenance and repair shops can make a starting point for identifying the areas of service quality which demand improvement. Originality/value: An innovative assessment of service quality in car maintenance and repair shops performed with the use of word-of-mouth data available in a digital social network.

15

Passengers’ perceptions of the service quality and operation of a bus rapid transit system (Trans Semarang) in Semarang, Indonesia

Simangunsong Ruth Elgiana Ester, Rakhmatulloh Anita Ratnasari, Dewi Diah Intan Kusumo, Adrie Fadhilah Maretha, Nugraheni Dinar Mutiara Kusumo

Transport Problems

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2023

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T. 18, z. 1

143--156

EN

The increasing population in urban areas has expanded the role of the transportation system to meet people’s mobility needs in developing countries. Since the demand for transportation services is proliferating, bus rapid transit (BRT) offers the opportunity to create a high-quality mass transit system in developing countries. The presence of BRT Trans Semarang, however, has not yet become a solution to city traffic problems since the transit system and its operation are not yet implemented. This study aims to explore the service quality and operation of BRT based on observations and passengers’ viewpoints at the BRT shelter, which is located in the central business district. The method of the research is a statistical descriptive and qualitative analysis using variables from passengers’ perspectives and observations on bus operation. The result shows that the capacity of the transit shelter, the interval between bus arrivals, bus dwell times, and BRT infrastructures (door size) are the most influential variables on passengers’ satisfaction. Furthermore, from the operation point of view, users’ trip destinations and maximum delay times are considered important for the improvement of BRT service.

16

Proposal of the e-services quality scale – preliminary results

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

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2023

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Vol. 5, iss. 1

160--171

EN

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.

17

Skorelowanie metryk QoS dla usługi przeglądania stron internetowych w sieciach mobilnych LTE

Zmysłowski Dariusz, Kelner Jan M.

Przegląd Telekomunikacyjny + Wiadomości Telekomunikacyjne

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2023

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nr 4

61--64

PL

Nowoczesne sieci komórkowe zapewniają do stęp do różnorodnych usług. Z jednej strony operatorzy sieci komórkowych (MNO) są zobowiązani do zapewnienia odpowiedniego zasięgu sieci. Z drugiej strony usługi powinny być świadczone na odpowiednim poziomie. W tym artykule przedstawiamy analizę korelacyjną metryk jakości usług (QoS) i parametrów sygnału radiowego dla scenariusza przeglądania stron internetowych. Niniejsze badanie bazują na kampanii pomiarowej przeprowadzonej w okolicach Warszawy dla dwóch MNO.

EN

Modern mobile networks provide access to a variety of services. On the one hand, mobile network operators (MNOs) are required to ensure adequate network coverage. On the other hand, the provided services should be performed at an appropriate level. This paper presents a correlation analysis of quality of service (QoS) metrics and radio signal parameters for a web browsing scenario. This research is based on the measurement campaign carried out in the vicinity of Warsaw for two MNOs.

18

Measuring quality perception of public services: customer-oriented approach

Butkus Mindaugas, Rakauskiene Ona Grazina, Bartuseviciene Ilona, Stasiukynas Andrius, Volodzkiene Lina, Dargenyte-Kacileviciene Laura

Engineering Management in Production and Services

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2023

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Vol. 15, no. 2

96--116

EN

The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct a literature review to identify the primary quality dimensions of public services and evaluate the heterogeneity of their perception within the context of Lithuania. The research measures the user perceptions of public service quality. The literature review allowed for identifying service quality indicators and grouping them into dimensions based on unifying characteristics. Such identification of service quality dimensions grounded the research methodology. An adapted SERVQUAL model was used to analyse data collected by a survey to interview customers of Lithuanian public service organisations. Logit and probit models were applied to examine the effect of sociodemographic characteristics and the type of service on customer perceptions of different quality aspects of the provided public services. Explored heterogeneity of attitudes and detailed analysis of socio-demographic factors revealed that women with higher education are the most satisfied users of public services, while less educated men usually have a negative attitude towards the quality of public services. The study confirmed that marital status and income level are not related to customer satisfaction with service quality. Although gender, age, family size, education level, and employment status explain heterogeneity in customer satisfaction, they still account for only a small amount of variance compared to the place of residence and type of service. The study is a significant contribution to the field of service engineering as it introduces a systematic approach to the development of service quality, incorporating models and methods that enable the assessment of service quality and efficiency. The literature review has identified several research gaps related to public service quality, including a lack of research on general public services and areas such as tourism, real estate management, fire protection and rescue.

19

Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

Dziaduch Izabela

Ekonomia i Środowisko

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2023

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nr 1

149--171

EN

The purpose of this paper was to assess the level of satisfaction of passengers using public transport services in Wrocław and to identify the quality characteristics that the service provider needs to improve if it wants to increase the overall quality of its services. The passenger satisfaction survey was conducted according to the stages of the developed procedure outlined in the article. In pursuit of the stated goal, CSI and IPA were used. The main measurement tool used was a survey questionnaire. The survey was conducted on a sample of 500 respondents, which allows us to trust the results at 95%, assuming an “estimation error” of ± 5%. A total of 14 transport demands were selected to evaluate the level of satisfaction of passengers using services provided by MPK Wrocław. Statistical analysis of the data was carried out using Statistica 13.3 software and using functions and commands available in Microsoft Excel. The results obtained allowed us to conduct a detailed analysis related to the level of the services quality of the Wrocław’s public transport. These results should be used by urban transport organisers and operators to shape their transport offerings, primarily in terms of increasing the quality of transport services. This is very important since it is, among other things, the quality of public mass transport that determines the quality of life of residents, as well as the conditions for economic development of the transport network.

PL

Celem artykułu jest ocena poziomu satysfakcji pasażerów korzystających z usług komunikacji miejskiej we Wrocławiu oraz wskazanie cech jakości, które usługodawca musi poprawić, jeśli chce zwiększyć ogólną jakość świadczonych przez siebie usług. Badanie satysfakcji pasażerów zostało przeprowadzone zgodnie z przedstawionymi w artykule etapami procedury. Dążąc do realizacji przyjętego celu, zastosowano - CSI i IPA. Głównym narzędziem pomiarowym, który zastosowano, był kwestionariusz ankietowy. Badania przeprowadzono na próbie 500 respondentów, co pozwala ufać wynikom na 95% przy założeniu błędu oszacowania na poziomie ± 5%. Ogółem do oceny poziomu satysfakcji pasażerów korzystających z usług świadczonych przez MPK Wrocław wybrano 14 postulatów przewozowych. Respondenci oceniali następujące cechy jakości usług komunikacji miejskiej: dostępność przestrzenna, częstotliwość połączeń, regularność odjazdów, bezpośredniość podróży, prędkość podróży, punktualność odjazdów, niezawodność podróży, czas podróży, bezpieczeństwo, dostępność informacji, koszt podróży, komfort podróży, integracja oraz koszt inwestycji. Statystyczną analizę danych przeprowadzono za pomocą oprogramowania Statistica 13.3 oraz przy użyciu funkcji i poleceń dostępnych w programie Microsoft Excel. Otrzymane wyniki pozwoliły na przeprowadzenie szczegółowej analizy związanej z poziomem jakości usługi. Wyniki te powinny być wykorzystane przez organizatorów i operatorów transportu miejskiego do kształtowania oferty przewozowej, przede wszystkim w aspekcie zwiększenia jakości usług przewozowych. Jest to bardzo istotne, gdyż to właśnie między innymi jakość systemu transportowego decyduje o jakości życia mieszkańców, a także o warunkach rozwoju gospodarczego obszaru objętego planem transportowym.

20

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

Girma Mulugeta, Woldetensae Berhanu

Zeszyty Naukowe. Transport / Politechnika Śląska

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2022

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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.