Role of customer service at rail stations in raising customer satisfaction with transportation services

• Autorzy: Antonowicz M. , Chrzanowski M. , Molęda K. , Moś T.
• Języki publikacji: EN

Abstrakty

EN

The authors discuss the problem of customer service at the rail sta tion buildings and its influence on the customer satisfaction. The authors define the idea and role of customer service. They indicate the necessity to innovatively approach the construction of modern station buildings and the need to implement innovative solutions directed at functionality and economy in order to improve the customer service. To support their theses, the authors present customer satisfaction survey results. They also present the customer service policy and the role of quality standards of services provided at station buildings. The conclusions indicate trends in macro-environment and the role of relations in developing customer satisfaction.

Słowa kluczowe

EN

costumer service; transportation service; customer satisfaction; railway station

PL

obsługa klienta; usługi transportowe; satysfakcja konsumenta; stacja kolejowa

• Wydawca: Instytut Naukowo-Wydawniczy "TTS" Sp. z o.o
• Czasopismo: TTS Technika Transportu Szynowego
• Rocznik: 2017
• Tom: R. 24, nr 9EN
• Strony: 2--8
• Opis fizyczny: Bibliogr. 17 poz., rys., tab., fot.

Twórcy

autor

Antonowicz M.

• Kozminski University, PKP S.A., Member of the Management Board

autor

Chrzanowski M.

• PKP S.A., Strategy and Customer Service Policy Office, Head of Development and Innovation Unit

autor

Molęda K.

• PKP S.A., Strategy and Customer Service Policy Office, Head of Research and Strategic Studies Unit

autor

Moś T.

• PKP S.A., Strategy and Customer Service Policy Office, Head of Strategy and Execution Unit

Bibliografia

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