Concept of a model to predict the qualitative-cost level considering customers’ expectations

• Autorzy: Siwiec Dominika , Pacana Andrzej , Ulewicz Robert

Identyfikatory

DOI

10.17512/pjms.2022.26.2.20

Warianty tytułu

PL

Koncepcja modelu przewidywania poziomu jakościowo-kosztowego z uwzględnieniem oczekiwań klientów

• Języki publikacji: EN

Abstrakty

EN

The main problem of modern entrepreneurs is the adequate recognition of customer expectations based on current products. The purpose of the study is to propose the concept of a model to predict the qualitative-cost level of this modified product. The idea of the concept depends on determining the product that will be satisfactory for the customer, i.e., satisfied simultaneously in turn of quality and cost of purchase. A questionnaire is used to obtain customer expectations. Then, according to the DEMATEL method, the relations between these criteria are determined. Next, the weights (importance) of the criteria are estimated by arithmetic average. Additionally, according to the Likert scale, these criteria' initial quality (customer satisfaction) is assessed. Based on these, the quality of the product is estimated by using the WSM method. The calculated product quality is combined with the real cost of its purchase in the qualitative-cost analysis (AKJ). According to the results of the qualitative-cost analysis, the expected product of the customer is predicted. This process is supported by the Relative States Scale. The proposed conception can be used to verify any product. Therefore, it can be useful for different entities offering products to the customer and striving to meet their expectations (satisfaction). The originality is the simultaneous prediction of the expected level of product quality and the cost of its purchase and the ability to determine customer satisfaction at this qualitative-cost level.

PL

Głównym problemem współczesnych przedsiębiorców jest odpowiednie rozpoznanie oczekiwań klienta na podstawie aktualnych produktów. Celem opracowania jest zaproponowanie koncepcji modelu do przewidywania poziomu jakościowo-kosztowego produktu według modyfikacji produktu. Idea koncepcji polega na określeniu satysfakcjonującego dla klienta produktu, który będzie jednocześnie zadawalający pod względem jakości i kosztu jego zakupu. Kwestionariusz wykorzystuje się do pozyskania oczekiwań klienta. Kolejno, według metody DAMATEL określane są relacje pomiędzy kryteriami. Następnie stosując średnią arytmetyczną szacowane są wagi (ważność) kryteriów. Dodatkowo, według skali Likerta oceniana jest wstępna jakość (satysfakcja klienta) z tych kryteriów. Na ich podstawie szacowana jest jakość produktu zgodnie z metodą WSM. Obliczona jakość produktu łączona jest z rzeczywistym kosztem ich zakupu w analizie kosztowo-jakościowej (AKJ). Według poziomu kosztowo-jakościowego przewidywany jest produkt oczekiwany przez klienta. Wybór wspierany jest skalą stanów względnych. Proponowana koncepcja może być stosowana do weryfikacji dowolnych produktów. Dlatego może być użyteczną dla różnych podmiotów oferujących produkty klientowi i dążących do spełnienia ich oczekiwań (satysfakcji). Oryginalnością jest jednoczesne przewidzenie oczekiwanego poziomu jakości produktu i kosztu jego zakupu oraz możliwość określenia satysfakcji klienta z tego poziomu jakościowo-kosztowego.

Słowa kluczowe

EN

predict; product quality; customer expectations; DEMATEL method; Weighted Sum Model

PL

przewidywanie; jakość produktu; oczekiwania klienta; metoda DEMATEL; model sumy ważonej

• Wydawca: Czestochowa University of Technology
• Czasopismo: Polish Journal of Management Studies
• Rocznik: 2022
• Tom: Vol. 26, No. 2
• Strony: 330--340
• Opis fizyczny: Bibliogr. 43 poz., rys.

Twórcy

autor

Siwiec Dominika

• Rzeszow University of Technology

• https://orcid.org/0000-0002-6663-6621

autor

Pacana Andrzej

• Rzeszow University of Technology

• https://orcid.org/0000-0003-1121-6352

autor

Ulewicz Robert

• Częstochowa University of Technology

• https://orcid.org/0000-0002-5694-4284

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Uwagi

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).