Employees satisfaction – innovative approach

• Autorzy: Borkowski S.
• Języki publikacji: EN

Abstrakty

EN

The problem of assessing employee satisfaction is presented in this chapter. It contains suggestions of other, often innovative interpretations of factors. Evaluations of two main areas are also explored: the area of expectation and area of perception. These relationships are: correlation and significance of differentiation averages in pairs homonymous factors. This paper presents an innovative way of presenting the difference of average evaluations between areas - on the scale of assessments. Practical use of the three variants of the interpretation of satisfaction obtained significant difference in the number of factors that meet the conditions of satisfaction. A palette of graphical forms of results are presented to support findings.

Słowa kluczowe

EN

servqual; BOST; innovation; satisfaction index

PL

Servqual; BOST; innowacja; indeks satysfakcji

• Wydawca: Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji
• Czasopismo: Production Engineering Archives
• Rocznik: 2014
• Tom: Vol. 3, No. 2
• Strony: 39--44
• Opis fizyczny: Bibliogr. 13 poz., rys.,tab.

Twórcy

autor

Borkowski S.

• Institute of Production Engineering, Faculty of Management, Czestochowa University of Technology, Armii Krajowej 19B, 42-201 Czestochowa, Poland, [phone]

Bibliografia

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• 8. Parasuraman A., Zeithaml V.A., Berry L.L. 1988. Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. 64.
• 9. Pryłowska E. 2004. The evaluation of the students' expectations level in terms of the education quality by using SERVQUAL method. [in:] Student as the important link of the education quality. Podlaska Academy Publishing. Siedlce. Polish.
• 10. Rosak J., Borkowski S., Wszendybył E. 2006. Chapter 1. The Servqual Method and It's Meaning in the Estimation of the Quality of the Stationary Medical Treatment. Published by EDIS Publ. comp., Univ. of Żilina [in:] Quality Management of Services. Corejova T., Borkowski S., Żilina. pp.10-15.
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