Wyniki wyszukiwania - BazTech

1

Human factors in telemedicine: patient satisfaction in private healthcare after Covid-19

Steć Emilia, Fiałkowska-Filipek Małgorzata, Wangwacharakul Promporn

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2026

|

z. 242

601--617

EN

Purpose: This paper explores patient satisfaction with telemedicine services in a private healthcare setting in Poland after the COVID-19 pandemic, emphasizing the role of human and technological factors in shaping digital healthcare experiences. Design/methodology/approach: An exploratory case study was conducted using a pilot survey of 30 patients who used teleconsultations, chat consultations, and a mobile healthcare application between 2020 and 2023. The analysis applied a three-dimensional satisfaction model encompassing substantive, procedural, and psychological needs. Findings: Respondents valued telemedicine for its accessibility, convenience, and time efficiency. Lower satisfaction was reported regarding waiting times, application usability, and the perceived level of physician engagement. The results suggest that remote medical services require not only reliable digital tools but also empathetic and attentive communication to support a positive patient experience. Research limitations/implications: The small, single-case sample limits generalizability. Further research should include larger and more diverse patient populations. Originality/value: The study adds to existing Polish research by examining telemedicine satisfaction in the private healthcare sector, an area less frequently analyzed than public or hospital-based services.

2

The impact of service quality and corporate social responsibility on customer loyalty: a case study of a hotel in Can Tho, Vietnam

Sen Cao Thi, Lua Nguyen Thi, Nhan Le Trong, Dinh Nguyen Van

Economics and Environment

|

2026

|

No. 1

art. no. 1204

EN

This study aims to examine the impact of service quality and corporate social responsibility (CSR) on customer loyalty in the hotel industry, with a specific focus on a 4-star hotel in Can Tho City, Vietnam. A mixed-methods approach was employed, integrating both qualitative and quantitative techniques. The research model was developed based on three main constructs: overall service quality (measured through reliability, responsiveness, assurance, empathy, and tangibles), brand reputation, and CSR. Data were collected from 392 valid responses through structured questionnaires. The Partial Least Squares Structural Equation Modelling (PLS-SEM) technique was applied to test the proposed hypotheses. The results indicate that all three factors - service quality, brand reputation, and CSR - have a significant positive impact on customer loyalty. Among them, service quality exerts the strongest influence, followed by brand reputation and CSR. The findings confirm that enhancing service quality remains the most critical determinant of customer loyalty in the hospitality industry. Meanwhile, strengthening brand reputation and CSR activities also play a meaningful complementary role. This study provides practical insights for hotel managers seeking to improve customer retention strategies. Specifically, hotels should prioritise improving service quality dimensions, maintain consistent brand identity, and engage in socially responsible activities to enhance customer trust and loyalty.

3

The role of customer knowledge in improving maritime container terminal service quality: insights from forwarders

Charłampowicz Jędrzej

Transport Problems

|

2025

|

T. 20, z. 4

15--24

EN

The evaluation and improvement of service quality in maritime container terminals have become essential in sustaining competitive advantages amid the complexities of global trade and supply chain networks. This study investigates the relationships among key service quality dimensions, as perceived by freight forwarders and land carriers, in Polish maritime container terminals. An integrated methodological approach combining the fuzzy-DEMATEL and SEM was employed to identify causal relationships and validate their statistical significance. The findings reveal that customer knowledge (P1), qualified human resources (P4), customer-oriented management (E4), and professional human behavior (E5) are the most influential dimensions, underscoring the pivotal role of human capital and customer-focused practices in enhancing service quality. Moreover, technological integration (Z3) and social responsibility (P3) make complementary contributions, while infrastructure dimensions, including modern handling equipment (M3) and land-sea connectivity (M4), provide foundational but relatively weak impacts. These results align with existing literature emphasizing the SERVQUAL framework, where human-centric, technological, and operational dimensions interact to influence service outcomes. The present study highlights the strategic importance of customer knowledge in driving operational efficiency and customer satisfaction, offering practical insights for terminal operators aiming to optimize service quality. While the sample size and cross-sectional nature of the study present limitations, future research can expand on the current findings through broader stakeholder engagement and longitudinal analyses.

4

AI-enabled service quality management in automotive outsourcing

Kuzior Aleksandra, Sira Mariya

System Safety : Human - Technical Facility - Environment

|

2025

|

Vol. 7, iss. 1

501--510

EN

The automotive industry increasingly relies on outsourcing engineering services, software development, and technical support to specialized providers. Extensive research exists on artificial intelligence applications for product quality in manufacturing and on service quality assessment using the SERVQUAL model. However, no studies have examined the integration of AI technologies with service quality dimensions for managing outsourced automotive services. This conceptual paper addresses this gap by developing an AI-enabled SERVQUAL framework for automotive service outsourcing. The framework integrates five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles) with intelligent monitoring systems including automated quality assessment tools, natural language processing for communication analytics, predictive analytics for risk assessment, sentiment analysis, and infrastructure assessment technologies. The proposed framework enables real-time service quality monitoring, predictive quality alerts, automated supplier benchmarking, and continuous improvement recommendations. This research bridges service quality theory, technological innovation, and automotive outsourcing practice, providing actionable framework for improving supplier relationship management and service delivery in the automotive sector.

5

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

|

2025

|

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.

6

Jakość usług na rynku imprez biegowych - praktyczne zalecenia oceny

Delińska Liwia, Wyciszkiewicz Patrycja

Problemy Jakości

|

2025

|

R. 57, nr 3

22--30

PL

Cel: Celem artykułu jest identyfikacja i konceptualizacja wymiarów jakości usług na rynku imprez biegowych na podstawie dorobku modelu SERVQUAL oraz jego adaptacji w sporcie. Postawiono następujące pytania badawcze: PB1 - Czy klasyczny model SERVQUAL może zostać zastosowany do oceny jakości imprez biegowych? PB2 - Czy dotychczasowe modyfikacje tego modelu (EVENTQUAL, SPORTSERV, TEAMQUAL) w pełni odzwierciedlają specyfikę rynku biegowego? Projekt badania/metodyka badawcza/koncepcja: Zastosowano trójstopniową procedurę badawczą - przegląd literatury dotyczącej modelu SERVQUAL i jego modyfikacji na rynku sportu, analizę desk research obejmującą dotychczasowe badania w tym zakresie oraz netnografię polegającą na przeglądzie wypowiedzi uczestników imprez biegowych w przestrzeni cyfrowej. Wyniki/wnioski: Podstawowe wymiary SERVQUAL (namacalność, niezawodność, reagowanie, zapewnienie i empatia) w usługach biegowych pozostają istotne, lecz niewystarczające. Przeprowadzona analiza ujawnia konieczność wyodrębnienia dodatkowych kategorii: komunikacja (która zastąpiła reagowanie) i atmosfera. Zrezygnowano z wymiaru zapewnienia i ostatecznie zaproponowano siedmiowymiarowy model oceny jakości imprez biegowych. Ograniczenia: Głównym ograniczeniem niniejszego badania jest to, że zaproponowany model oceny pozostaje na etapie konceptualnym. Wymaga on jeszcze empirycznego sprawdzenia wśród uczestników imprez biegowych, co autorki planują zrealizować w kolejnych fazach projektu badawczego. Zastosowanie praktyczne: Zaproponowana koncepcja modelu stanowi narzędzie do oceny jakości imprez biegowych. W przypadku konkurencyjnego rynku tych usług regularna ocena jakości jest niezbędna dla utrzymania przewagi oraz skutecznego zaspokajania potrzeb uczestników. Oryginalność/wartość poznawcza: Artykuł aktualizuje dotychczasowe metody pomiaru jakości usług, wskazując specyficzne dla rynku imprez biegowych wymiary oceny, dotąd nieuwzględnione w literaturze.

EN

Purpose: The aim of this article is to identify and conceptualise the dimensions of service quality in the road-running event market, drawing on the SERVQUAL model and its adaptations in sport. Two research questions were posed: RQ1 - Can the classical SERVQUAL model be applied to assess the quality of running events? RQ2 - Do existing modifications of this model (EVENTQUAL, SPORTSERV, TEAMQUAL) fully reflect the specifics of the running-event market? Design/methodology/approach: A three-stage research procedure was employed: (1) a literature review of SERVQUAL and its sport-market adaptations; (2) desk-research analysis of previous studies in this area; and (3) netnography, involving a review of participants’ online comments about running events. Findings/conclusions: While the five original SERVQUAL dimensions (tangibles, reliability, responsiveness, assurance and empathy) remain relevant to running-event services, they are insufficient on their own. The analysis shows the need to distinguish two additional categories: communication (which replaces responsiveness) and atmosphere. The assurance dimension was omitted, resulting in a proposed seven-dimension model for evaluating running-event quality. Research limitations: The principal limitation is that the proposed assessment model is still at a conceptual stage. It requires empirical validation among running-event participants, which the authors plan to undertake in subsequent phases of the research project. Practical implications: The concept of model offers a tool for assessing the quality of running events. In a competitive market, regular quality evaluation is essential for maintaining an advantage and effectively meeting participants’ needs. Originality/value: The article updates existing service-quality measurement methods by identifying market-specific dimensions for running events that have not yet been addressed in the literature.

7

The effects of service quality on customer lifetime value in South Africa's mobile telecommunications sector

Mitchell Shayne, Katrodia Ankit

Polish Journal of Management Studies

|

2025

|

Vol. 32, No. 2

171--185

EN

The aim of this study was to examine the relationship between Service Quality and Customer Lifetime Value in South Africa’s mobile telecommunications sector. To the best of the researchers’ knowledge, the direct connection between Service Quality and Customer Lifetime Value had not been studied previously in the mobile telecommunications sector. A descriptive, cross-sectional research design was employed, utilising a self-administered questionnaire that was conveniently distributed to the target population. Primary data were collected from a total of 366 respondents. Service Quality was measured using a modified SERVPERF scale while Customer Lifetime Value was estimated from the self-reported values of respondents which were augmented with secondary data. The study’s findings revealed that subscribers of telecommunications companies in South Africa were most satisfied with the tangible dimension of Service Quality, followed by the network quality and assurance dimensions, and least satisfied with the dimensions of responsiveness, reliability, and empathy. However, both simple and multiple regression analyses demonstrated that the relationship between Service Quality and Customer Lifetime Value was of negligible real-world consequence, supporting the theory that the route between quality and profitability is not direct but is mediated by customer satisfaction and loyalty. Therefore, the study recommends that mobile network operators should continue focusing on Service Quality as one component of a broader customer value strategy that drives overall customer satisfaction.

PL

Celem niniejszego badania było zbadanie związku między jakością usług a wartością klienta w całym okresie współpracy w sektorze telekomunikacji mobilnej w Republice Południowej Afryki. Według wiedzy badaczy, bezpośredni związek między jakością usług a wartością klienta w całym okresie współpracy nie był dotychczas przedmiotem badań w sektorze telekomunikacji mobilnej. Zastosowano opisowy, przekrojowy projekt badawczy, wykorzystując kwestionariusz wypełniany samodzielnie przez respondentów, który został rozdany docelowej populacji. Pierwotne dane zebrano od 366 respondentów. Jakość usług zmierzono za pomocą zmodyfikowanej skali SERVPERF, natomiast wartość klienta w całym okresie współpracy oszacowano na podstawie wartości podanych przez respondentów, które uzupełniono danymi wtórnymi. Wyniki badania wykazały, że abonenci firm telekomunikacyjnych w RPA byli najbardziej zadowoleni z namacalnego wymiaru jakości usług, a następnie z jakości sieci i bezpieczeństwa, natomiast najmniej zadowoleni byli z szybkości reakcji, niezawodności i empatii. Jednak zarówno prosta, jak i wielokrotna analiza regresji wykazały, że związek między jakością usług a wartością klienta w całym okresie współpracy miał znikome znaczenie w rzeczywistości, co potwierdza teorię, że droga między jakością a rentownością nie jest bezpośrednia, ale pośredniczy w niej zadowolenie i lojalność klientów. W związku z tym w badaniu zaleca się, aby operatorzy sieci komórkowych nadal koncentrowali się na jakości usług jako jednym z elementów szerszej strategii wartości dla klienta, która wpływa na ogólną satysfakcję klientów.

8

Empirical modeling of the impact of Industry 4.0 technologies on logistics service quality

Bilad Assia, Zaim Mounia, Zaim Faical

LogForum

|

2025

|

Vol. 21, no 3

443--457

EN

Background: Industry 4.0 technologies are transforming supply chains, enabling higher-quality services in the era of digitalization. However, the specific contributions of these tools to different dimensions of service quality, particularly in logistics, are not yet fully understood. This study investigates the impact of Industry 4.0 technologies on logistics service quality, focusing on four key dimensions: reliability, responsiveness, flexibility, and communication. Methods: A mixed-method approach combining a literature review, a survey of logistics professionals, conceptual framework development, and statistical modeling was employed. Eight digital tools were analyzed: The Internet of Things (IoT), big data, blockchain, artificial intelligence (AI), cloud computing, digital twins, cyber-physical systems, and ERP. Data were collected via a structured questionnaire and analyzed using multiple linear regression. Results: The analysis shows that each technology influences service quality differently: IoT and big data enhance reliability and responsiveness; cloud computing and ERP support flexibility; blockchain and AI improve communication within the supply chain. Some tools have a pronounced effect on specific dimensions, demonstrating the nuanced role of digital technologies in service enhancement. Conclusions: This study contributes to a clearer understanding of how Industry 4.0 tools functionally enhance logistics service performance. The findings offer practical guidance for decision-makers on prioritizing digital initiatives. Future research could apply this framework across industries, regions, or over time to capture evolving impacts. These insights support strategic decisions to optimize service quality and technological adoption in supply networks.

9

Quality in e-commerce services related to maritime economy

Studzieniecki Tomasz, Szyda Monika

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

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.

10

Quality factors for internal communication in public administration

Skotnicka-Zasadzień Bożena, Gembalska-Kwiecień Anna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

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.

11

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

|

2024

|

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.

12

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

Cieśla Jakub

System Safety : Human - Technical Facility - Environment

|

2024

|

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.

13

Wykorzystanie nanomateriałów w inteligentnym sprzęcie sportowym

Min Mao, Baobin Duan

Przemysł Chemiczny

|

2024

|

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.

14

Assessment of operational performance and service quality in inland waterway transport: A case study of Warri Southwest, Nigeria

Nwaogbe Obioma Reuben, Ogorode Priscilla

Journal of Sustainable Development of Transport and Logistics

|

2024

|

Vol. 9, No. 1

40--52

EN

Purpose: This study aims to evaluate the operational performance and service quality of inland waterway transport in Warri Southwest, Nigeria, by examining the factors that influence them. Methodology: The study employs a quantitative research approach, using a structured questionnaire to collect data from 180 respondents. The data is analyzed using regression analysis and a structural equation model (SEM) with the help of PLS Software Version 13.0. Results: The findings indicate that cargo clearance, infrastructure quality, and storage facilities significantly influence the performance of agent operation in inland waterway transport (p=0.000). Staff performance also directly impacts the provision of logistical services, which affects customer service. However, jetty operations do not promote operational performance (p=0.075). Additionally, staff performance does not significantly influence the association between jetty operation and performance and the relationship between cargo clearance and infrastructure level (p=0.136, 0.388). Theoretical contribution: This study contributes to the literature on inland waterway transport by providing empirical evidence on the factors influencing operational performance and service quality. The findings can help inform the development of policies and strategies to improve the efficiency and effectiveness of inland waterway transport in Nigeria and other similar contexts. Practical implications: The study's recommendations include improving the quality of infrastructure, cargo clearance processes, and storage facilities to enhance operational performance. Additionally, investing in staff training and development can improve the provision of logistical services and, in turn, customer service. The study also suggests that the government and relevant stakeholders should prioritize the development of inland waterway transport to unlock its potential for socio-economic development, particularly in rural and hard-to-reach areas.

15

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

Demir Kayan Hale, Ergün Ruşen

Architecture Civil Engineering Environment

|

2024

|

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.

16

Strategy for the implementation of transport processes toward improving services

Łukasik Zbigniew, Kuśmińska-Fijałkowska Aldona, Olszańska Sylwia

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2023

|

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.

17

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

|

2023

|

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.

18

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

|

2023

|

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.

19

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

|

2023

|

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.

20

Proposal of the e-services quality scale – preliminary results

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

|

2023

|

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.