BazTech - Yadda

1

Capability studies as a key driver for product and pro-cess quality assurance in industrialization process

Dian Milan, Vysloužilová Daniela

System Safety : Human - Technical Facility - Environment

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2023

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Vol. 5, iss. 1

332--341

EN

Customer satisfaction has long been an important concern for most organizations aiming to provide and ensure excellent quality products. To offer an appropriate level of quality assurance, it is necessary to have implemented a robust quality assurance system. Nowadays, mere customer satisfaction is not sufficient for organizations to sustain a mutually beneficial relationship. There has arisen a necessary requirement to go beyond customer satisfaction, aiming primarily to achieve a level of so-called cus-tomer delight. To attain sustainable product and process quality assurance and, consequently, customer delight, we must address process capability. This includes gauges, machines, and the overall process and product capability, with a specific emphasis on the design and development process, product reali-zation, and the initial flow. This also includes data gathering from the utilization stage of product opera-tion. This article deals with the capability study during the industrialization process of a new product into serial production, using chosen Key Performance Indicators (KPIs), particularly Capability indices and their sequence, to ensure the appropriate level of quality guarantee and customer delight. The article aims to broaden the existing set of Key Performance Indicators (KPIs) by incorporating crucial metrics from the quality domain, with a particular emphasis on Capability indices.

2

Proposal of methodology for customers relationships establishing in terms of transport services

Hajduk Iwona Ewa, Poliak Miloš

Archiwum Motoryzacji

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2023

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Vol. 101, nr 3

5--31

EN

Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.

3

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.

4

Application of the CSI method to test consumer satisfaction: a case study of petrol stations

Dudziak Agnieszka, Stoma Monika, Zając Grzegorz

Zeszyty Naukowe. Transport / Politechnika Śląska

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2022

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z. 116

113--124

EN

Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.

5

Jakość obsługi klienta na stacjach paliw w aspekcie teoretycznym i praktycznym

Stoma Monika, Dudziak Agnieszka

Problemy Jakości

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2022

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R. 54, nr 4

25--31

PL

Cel: Celem niniejszego artykułu było przedstawienie znaczenia problematyki obsługi klientów korzystających ze stacji paliw. Tego typu obiekty nie są jedynie punktami zajmującymi się sprzedażą paliwa. Obecnie ich działalność rozwinęła się na tyle, że dostępność różnorodnych usług przez nie realizowanych jest bardzo bogata i zróżnicowana. Stąd też potrzeba weryfikowania jakości usług, szczególnie w kontekście obsługi tam świadczonej i zadowolenia konsumentów. Projekt badania/metodyka badawcza/koncepcja: Badania zostały przeprowadzone z wykorzystaniem autorskiego kwestionariusza ankiety, który skierowany był do osób korzystających ze stacji paliw. Wyniki/wnioski: Przeprowadzone badania ankietowe umożliwiły ocenę stopnia zadowolenia z obsługi oraz wskazanie najbardziej frustrujących czynników podczas tego procesu w opinii respondentów stacji paliw. Z przeprowadzonych badań wynika jednoznacznie, że problem jest ważny, a konsumenci, wybierając konkretną stację paliw, kierują się wieloma różnymi czynnikami. Do jednych z ważniejszych zaliczyć należy jakość obsługi klienta. Ograniczenia: Przeprowadzone badania odnosiły się do klientów stacji paliw z obszaru Polski południowo-wschodniej, z uwagi na ograniczone możliwości rozpowszechniania kwestionariusza ankiet. Autorzy zamierzają jednak, w następnych etapach badawczych, rozszerzyć zakres badań do respondentów pochodzących z innych regionów Polski. Zastosowanie praktyczne: Badania jakości usług oferowanych przez stacje paliw są istotnym zagadnieniem ze względu na stale poszerzaną ofertę usług świadczonych przez te obiekty, a także rosnące wymagania klientów. Stąd też wyniki uzyskane z badań mogą znaleźć zastosowanie w doskonaleniu strategii działań implementowanych przez stacje paliw. Oryginalność/wartość poznawcza: Z przeglądu literatury związanej z podjętym tematem badawczym wynika, że istnieje ograniczona ilość danych dotyczących tej problematyki. Stąd też uzyskane wyniki badań ankietowych uzupełniają wiedzę poznawczą z zakresu analizy i oceny satysfakcji klientów stacji paliw ze świadczonych przez nie usług.

EN

Purpose: The purpose of this article was to present the importance of the issues of servicing customers using petrol stations. These types of facilities are not only points that sell fuel. Currently, their activities have developed so much that the availability of various services provided by them is very rich and varied. Hence the need to verify the quality of services, especially in the context of the service provided there and consumer satisfaction. Design/methodology/approach: The research was conducted with the use of a proprietary questionnaire, which was addressed to people using petrol stations. Findings/conclusions: The conducted questionnaire survey made it possible to assess the level of satisfaction with the service and to identify the most frustrating factors during this process, in the opinion of the respondents of the petrol stations. The conducted research shows unequivocally that the problem is important and that when choosing a particular petrol station, consumers are guided by many different factors. One of the most important ones is the quality of customer service. Research limitations: The conducted research related to the customers of petrol station from south-eastern Poland, due to the limited possibilities of disseminating the questionnaire. The authors intend, however, in the next research stages, to extend the scope of the research to respondents from other regions of Poland. Practical implications: Research on the quality of services offered by petrol stations is an important issue due to the constantly expanded offer of services provided by these facilities, as well as the growing requirements of customers. Hence, the results obtained from the research can be used to improve the strategy of actions implemented by petrol stations. Originality/value: A review of the literature related to the research topic undertaken shows that there is a limited amount of data in this area. Hence, the obtained results of the questionnaire surveys supplement the cognitive knowledge in the field of analysis and assessment of the satisfaction of petrol station customers with the services provided by them.

6

The Role of Planned Behavior in Predicting Customer Orientation

Hasanbarog Zhila Mahrooz, Rasouli Eshaq, Ardabili Farzad Sattari, Azadi Behnam

Management

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2022

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Vol. 26, no. 2

41--62

EN

The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior.

7

The theory and practice of testing the quality ofoutsourcing services in the automotive industry

Cieśla Jakub

Quality Production Improvement - QPI

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2021

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Vol. 3, Iss. 1

63--76

EN

In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.

8

Pozytywne doświadczenia zakupowe w kreowaniu lojalności nabywczej

Dembicka Anna

Problemy Jakości

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2021

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R. 53, nr 9-10

22--31

PL

Doświadczenie zakupowe to rodzaj mentalnej podróży, pozostawiającej niematerialne wrażenia, w postaci wiedzy i śladu emocjonalnego [69], będące kluczowym elementem w zrozumieniu zachowań konsumentów, jak również istotnych zmian zachodzących we współczesnym marketingu [10]. Cel: Celem głównym badań było ukazanie wpływu pozytywnych doświadczeń zakupowych na kształtowanie satysfakcji i lojalności nabywczej oraz sposobów budowania pozytywnych, angażujących nabywcę doświadczeń. Cel pośredni objął systematyzację aparatu terminologicznego dotyczącego wzajemnych zależności pomiędzy pojęciami: doświadczenie zakupowe, satysfakcja i jakość postrzegana przez klienta. Projekt badania/metodyka/koncepcja: W publikacji zastosowano metodę analizy krytycznej literatury przedmiotu oraz metodę syntezy. Autorka odniosła się również do wniosków z badań własnych, przeprowadzonych w ramach dysertacji doktorskiej [13]. Wyniki/wnioski: Znajomość mechanizmów powstawania pozytywnych doświadczeń nabywczych wpływa na efektywność procesów biznesowych oraz utrzymanie przewagi konkurencyjnej. Ograniczenia: Wśród publikacji omawiających problematykę Customer Experience jedynie nieliczne z nich odnoszą się do kwestii doświadczeń klientów wewnętrznych przedsiębiorstw (pracowników), ponadto specyfika poszczególnych branż utrudnia wnioskowanie na temat całej populacji pracowniczej. Jednakże niezależnie od gałęzi gospodarki formułowanie strategii wspierających proces budowy pozytywnych doświadczeń klienta zewnętrznego uwzględniać powinno aspekt realizacji funkcjonalnych i emocjonalnych oczekiwań występujących w cyklu życia pracownika (kreatora doświadczeń nabywczych), na etapie doboru pracowniczego, w procesach motywacji, komunikacji wewnętrznej, rozwoju i derekrutacji. Zastosowanie praktyczne: Zaprezentowane w artykule wnioski posłużyć mogą firmom produkcyjnym i/lub usługowym, priorytetowo traktującym budowanie i umacnianie relacji między nabywcami a przedsiębiorstwem. Oryginalność/wartość poznawcza: Publikacja ukazuje obecne oraz przyszłe kierunki badań nad rolą pozytywnych doświadczeń zakupowych, stanowiących czynnik popytu, poddawanej coraz szerszym analizom, gospodarki (ekonomii) doświadczeń.

EN

The shopping experience is a kind of mental journey, leaving immaterial impressions in the form of knowledge and emotional imprint [69], which are a key element in understanding consumer behavior, as well as significant changes taking place in contemporary marketing [10]. Purpose: The main aim of the research was to show, based on extensive literature studies, the impact of positive purchasing experiences on shaping satisfaction and purchasing loyalty, as well as ways of building positive experiences that engage the buyer. The intermediate goal included the systematization of the terminological apparatus relating to the interdependencies between the concepts of: purchasing experience, satisfaction and quality perceived by the customer. Design/methodology/approach: The publication uses the method of critical analysis of the literature on the subject and the method of synthesis. The author also referred to the conclusions of her own research, conducted as part of the doctoral dissertation [13]. Findings/conclusions: Knowledge of the mechanisms of creating positive purchasing experiences affects the effectiveness of business processes and maintaining a competitive advantage. Research limitations: Among the publications discussing the issues of Customer Experience, only a few of them refer to the experience of internal customers of enterprises (employees), moreover, the specificity of individual industries makes it difficult to draw conclusions about the entire working population. However, regardless of the branch of the economy, formulating strategies supporting the process of building positive experiences of an external customer should take into account the aspect of implementing functional and emotional expectations occurring in the employee's life cycle (purchasing experience creator), at the stage of employee selection, in the processes of motivation, internal communication, development and recruitment. Practical implications: The conclusions presented in the article can be used by manufacturing and/or service companies that prioritize building and strengthening relations between buyers and the enterprise. Originality/value: The publication shows the current and future directions of research on the role of positive purchasing experiences, which are a demand factor – subject to more and more extensive analyzes – experience economy (economy).

9

Assessment of the service provision process as a business process management tool

Ingaldi Manuela

Polish Journal of Management Studies

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2021

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Vol. 23, No. 1

204--223

EN

Among the processes that take place in service enterprises and that determine their results, the service provision process needs special attention. Customers take an active part in it, deciding what the service should look like, and having the option to modify it while it is being providing. Therefore, the course of the service provision process influences how customers perceive a given service, whether they are satisfied, and whether the services quality is at the appropriate level. The development of technology and digitization have resulted in the fact that many customers prefer e-services, shopping online. In this case, the service provision process looks different from the traditional services, and the customers’ participation in this process is even greater. All activities related to ordering the service are performed by them. They base their decisions on own experience or the opinions of other customers. Therefore, when assessing the services quality, the customer largely assesses its provision process. The aim of the paper was to assess the course of the service provision process by customers from various European countries. The results’ analysis was based on the assumptions of the Importance Performance Analysis (IPA). The research allowed not only to assess the service provision process, but also to indicate the attributes that, according to customers, met their expectations and those that cause their dissatisfaction and lower the overall level of service quality, so need potential corrective actions. The research can be used by different e-service enterprises in order to improve their service provision process. The attributes indicated in the work, which are important for customers, should be taken into account by e-shops to improve the quality of the services they provide, and thus affect the level of customer satisfaction.

PL

Wśród procesów zachodzących w przedsiębiorstwach usługowych i determinujących ich wyniki na szczególną uwagę zasługuje proces świadczenia usług. Klienci biorą w nim czynny udział, decydując o tym, jak ma wyglądać usługa i mając możliwość jej modyfikacji w trakcie jej świadczenia. Dlatego też przebieg procesu świadczenia usługi wpływa na to, jak klienci postrzegają daną usługę, czy są zadowoleni i czy jakość usług jest na odpowiednim poziomie. Rozwój technologii i cyfryzacja spowodowały, że wielu klientów preferuje e-usługi, zakupy online. W tym przypadku proces świadczenia usług wygląda inaczej niż w przypadku tradycyjnych usług, a udział klientów w tym procesie jest jeszcze większy. Wszystkie czynności związane z zamówieniem usługi są przez nich wykonywane. Swoje decyzje opierają na własnych doświadczeniach lub opiniach innych klientów. Dlatego oceniając jakość usług, klient w dużej mierze ocenia proces jej świadczenia. Celem artykułu była ocena przebiegu procesu świadczenia usług przez klientów z różnych krajów europejskich. Analiza wyników została oparta na założeniach IPA (Importance Performance Analysis). Badanie pozwoliło nie tylko ocenić proces świadczenia usług, ale także wskazać atrybuty, które zdaniem klientów spełniły ich oczekiwania oraz te, które powodują ich niezadowolenie i obniżają ogólny poziom jakości obsługi, a więc wymagają ewentualnych działań naprawczych. Badania mogą być wykorzystane przez różne przedsiębiorstwa e-usługowe w celu usprawnienia procesu świadczenia usług. Wskazane w pracy atrybuty, które są ważne dla klientów, powinny być brane pod uwagę przez e-sklepy w celu podniesienia jakości świadczonych przez nich usług, a tym samym wpłynąć na poziom zadowolenia klientów.

10

Managing inter-departmental project delivery to enhance customer satisfaction

Cosa Sandiso, Ogbeifun Edoghogho, Pretorius Jan Harm C.

Engineering Management in Production and Services

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2021

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Vol. 13, no. 4

39--56

EN

The National Department of Public Works and Infrastructure (NDPWI), an agency for infrastructure development in South Africa, provides accommodation and other infrastructure to various public service departments. Each department communicates its infrastructure requirements with the NDPWI. However, there are usually time lags between project briefing and the actual delivery of the infrastructure. Therefore, this article aims to explore the causes of delays and offer solutions to enhance customer satisfaction. The case study method of qualitative research was adopted. Data were collected from the NDPWI regional offices in Bloemfontein, Cape Town and Kimberley, and the professional service department at the head office in Pretoria, among purposively selected participants not below the deputy director level. The Delphi technique was used as an instrument for data collection and complemented during a focus group session. The findings revealed that the major factors contributing to delays included poor planning by the project execution team (PET), ineffective project monitoring and overcentralisation of the decision-making process. The findings, conclusions and recommendations of this research provide useful information for organisational restructuring, the training and continuous retraining of project personnel, especially the project managers. These steps hold the potential for ameliorating the negative effects of delay in the execution of construction projects by the NDPWI.

11

Evaluation of Customer Satisfaction towards the Hospitality Industry: Using Kano Model

Gobbilla Umamaheswararao, Shree A Bhavani

Annals of Computer Science and Information Systems

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2021

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Vol. 28

111--116

EN

This paper aims primarily at customer loyalty and quality of service, and at related factors of customer satisfaction using the Kano model in the hospitality industry. At marketplace, customers are king. Modern marketing is oriented towards consumers nowadays. Studying customer satisfaction has different factors. Such factors range from physical to psychological and from negative to constructive. Nonetheless, in most cases the study is based on two constructs as consumer experience pre, post services and the subjective evaluation of post-performance. Over the years, technology has developed and helped track customer satisfaction data for the management of the hotel industry. This study uses various dimensions of the quality of service to understand customer satisfaction to identify the relevant drivers of customer satisfaction with the help of Kano model.

12

Driving comfort assistance system considering two sensors data

Karapetkov Stanimir, Uzunov Hristo, Indrie Liliana, Zlatev Zlatin

Acta Mechanica et Automatica

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2021

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Vol. 15, no. 3

164--168

EN

In the present work, a system using data from two sensors located next to the driver and to the mass centre of the bus is proposed. Three degrees of discomfort have been used – comfortable, moderately uncomfortable and very uncomfortable. These levels are set out in the questionnaire. A survey was conducted. Respondents were selected between the ages of 14 and 65 and were divided into three age groups – adults, middle-aged and young. Accelerometer systems with MPU-6500 (TDK InvenSense Corp.) sensors are used. A correlation method (CORR) and sequentially improving estimation methods are used for feature selection, which significantly reduce the number of combinations of features obtained. Selected sensor data is entered into feature vectors. These vectors are reduced by principal component analysis. Predictive models have been created that take into account the age of passengers. The use of data from two sensors and separation of the passengers according their age, leads to an increase in the accuracy of predicting passengers discomfort level (DL) of up to 98%. These results can be used to evaluate and guide the vehicle driver in order to improve his driving style. In addition, the simplified interface does not distract the driver from the road conditions. The results obtained can lead to an improvement in the parameters of the transport process, which covers the interest of the carrier related to the efficient use of vehicles, and hence the reduction of fuel consumption and harmful emissions. However, it should be recommended that, when developing systems to ensure comfort of travel, adjustments should be made to suit the age group of passengers carried on public transport buses.

13

Customer satisfaction survey of urban public transport

Żebrucki Zbigniew, Kruczek Mariusz, Nieszporek Ewelina

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2020

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z. 145

685--699

EN

Purpose: The main aim of the article is identification of passengers' preferences and satisfaction with public transport services as the basis for evaluating the quality of urban public transport services and it’s improvement. Design/methodology/approach: The research included a satisfaction survey of urban passenger transport customers in the city of Żory, where free public transport operates. The literature review provided an opportunity to identify the factors to be assessed in the survey. Findings: The survey has shown that respondents indicate the frequency of buses, punctuality, the technical condition of the means of transport, the number of seats available on the bus during peak hours and the efficiency of air conditioning and heating as the most important improvements in the quality in organization and realization of public passenger transport. These results are the basis for action by the transport provider. Research limitations/implications: The survey concerns only the city of Żory public passengers transport, while the proposed research approach can be used in research for other cities. Practical implications: Adaptation of the transport offer to the passengers requirements in order to encourage them to use public transport more often. This solution will increase the competitiveness of this form of transport in relation to individual transport modes. Social implications: The quality of passenger transport services in the city plays a key role in shaping the quality of inhabitants life. The competitiveness of this form of transport also influences the environmental aspect – among others, the reduction of low emissions. Nevertheless, in order to ensure the use of this form of transport, it is necessary to continuously improve the offer and quality of service provision. Originality/value: The presented research is important in the activities of urban passenger transport operators as it provides information on the importance of factors influencing the growth of interest in this type of services, and therefore is important in building a customer service strategy.

14

A new approach to quality management : conceptual matrix of service attributes

Ingaldi Manuela

Polish Journal of Management Studies

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2020

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Vol. 22, No. 2

187--200

EN

The assessment of the quality of a given service allows for the identification of its strengths and weaknesses and for its possible improvement. The methods used for this purpose are mainly based on the surveys filled in by customers. In these surveys, the attributes that are to define this quality are listed. The selection of such attributes is one of the most difficult parts of the study. The aim of the article was to collect the most important attributes that can be used to assess the service quality and to classify services according to these attributes. For this purpose, a conceptual matrix of service attributes was created with the division of attributes into four groups: attributes conditioning technical satisfaction, attributes conditioning aesthetic and cultural satisfaction, attributes conditioning satisfaction with the level of safety, and attributes conditioning satisfaction from the social / health point of view. Attributes in the common parts between similar pairs of groups and for all groups together were also distinguished. Services were also classified into individual groups of attributes in accordance with the conceptual matrix of service attributes. Thanks to this it is possible to indicate characteristic features and attributes for individual type of services. It is also possible to indicate representatives of individual groups of attributes. This matrix is a helpful tool facilitating the quality management process, that can be used when conducting research on the quality of services, and its task is to help in the selection of attributes for such research.

PL

Ocena jakości danej usługi pozwala na identyfikację jej mocnych i słabych stron oraz ewentualną poprawę. Stosowane w tym celu metody opierają się głównie na ankietach wypełnianych przez klientów. W tych ankietach wymienione są atrybuty, które mają definiować tę jakość. Dobór takich atrybutów jest jedną z najtrudniejszych części opracowania. Celem artykułu było zebranie najważniejszych atrybutów, które można wykorzystać do oceny jakości usług oraz sklasyfikowanie usług według tych atrybutów. W tym celu stworzono koncepcyjną macierz atrybutów usług z podziałem atrybutów na cztery grupy: atrybuty warunkujące satysfakcję techniczną, atrybuty warunkujące satysfakcję estetyczną i kulturową, atrybuty warunkujące satysfakcję z poziomu bezpieczeństwa oraz atrybuty warunkujące satysfakcję z życia społecznego / zdrowotny punkt widzenia. Wyróżniono również atrybuty w częściach wspólnych między podobnymi parami grup i dla wszystkich grup razem. Usługi zostały również podzielone na poszczególne grupy atrybutów zgodnie z koncepcyjną macierzą atrybutów usług. Dzięki temu możliwe jest wskazanie charakterystycznych cech i atrybutów dla poszczególnych rodzajów usług. Możliwe jest również wskazanie przedstawicieli poszczególnych grup atrybutów. Matryca ta jest pomocnym narzędziem usprawniającym proces zarządzania jakością, które można wykorzystać przy prowadzeniu badań jakości usług, a jej zadaniem jest pomoc w doborze atrybutów do takich badań.

15

What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service

Hastenteufel Jessica, Kiszka Sabrina

Managerial Economics

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2020

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Vol. 21, no. 1

7--47

EN

Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.

16

Customer satisfaction in retail banking – current and future research trends

Bugdol Marek, Jemczura Tomasz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2019

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z. 136

69--85

EN

The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways – from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.

17

Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks

Dogney Jaydeep, Bhargava Payal, Shrimali Arvind Kumar

Production Engineering Archives

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2019

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Vol. 22

41--44

EN

To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.

18

The impact of selected quality management attributes on the profitability of top hotels in the Visegrad Group countries

Bačík Radovan, Fedorko Richard, Abbas Ersis Warmasyah, Rigelský Martin, Ivanková Viera, Obšatníková Karina

Polish Journal of Management Studies

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2019

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Vol. 19, No. 1

46--58

EN

The primary objective of the research was to determine the significance of satisfaction and profitability of the top hotels in the Visegrad Group countries. The following outputs were included in the analysis: Profitability Return on Assets (ROA), Return on Equity (ROE), satisfaction assessment with the quality of the features provided such as Overall Assessment, Personal, Location, Cleanliness, Comfort, Equipment and the evaluation of Price, Quality and Wi-Fi. Inference methods, context analysis (Pearson r, Spearman ρ) and multiple linear regression were used for the analysis. Data was obtained from the financial statements database (reporting period 2017) and from the booking portal (beginning of 2018). The sample was defined for the top hotels in the Visegrad Group countries, i.e. five star hotels (n = 33). One of the most interesting findings was that there is a relation between satisfaction and profitability (ROE, ROA), however it is a negative relation, which is contradictory with the research. In particular, the significant (p value <0.05) impact on ROE was confirmed in case of comfort, ROA was confirmed in the overall assessment (positive impact) as well as in the hotel location, price and quality, where it was negative. Negative impacts may reflect the organization's financial management system, which is a mirror of the state's financial cost accounting policy.

PL

Głównym celem badań było określenie znaczenia satysfakcji i rentowności najlepszych hoteli w krajach Grupy Wyszehradzkiej. W analizie uwzględniono następujące wyniki: rentowność zwrotu z aktywów (ROA), zwrot z kapitału (ROE), ocena satysfakcji związana z jakością udostępnionych funkcji, takich jak ogólna ocena, kwestie osobiste, lokalizacja, czystość, komfort, wyposażenie i ocena ceny, jakości i Wi-Fi. Do analizy wykorzystano metody wnioskowania, analizę korelacji Pearsona i Spearmana i wielokrotną regresję liniową. Dane uzyskano z bazy danych sprawozdań finansowych (okres sprawozdawczy 2017) oraz z portalu rezerwacyjnego (początek 2018 r.). Próba została zdefiniowana dla najlepszych hoteli w krajach Grupy Wyszehradzkiej, tj. hoteli pięciogwiazdkowych (n = 33). Jednym z najciekawszych wniosków było to, że istnieje zależność między satysfakcją a rentownością (ROE, ROA), jednak jest to relacja negatywna, co jest sprzeczne z badaniami. W szczególności znaczący (p <0,05) wpływ na ROE potwierdzono w przypadku komfortu, ROA potwierdzono w ogólnej ocenie (pozytywny wpływ), a także w lokalizacji hotelu, cenie i jakości, gdzie był ujemny. Negatywne skutki mogą odzwierciedlać system zarządzania finansami organizacji, który ukazuje politykę księgowania kosztów finansowych państwa.

19

The impact of perceived sustainable marketing policies on green customer satisfaction

Vafaei Seyyed Amir, Azmoon Iman, Fekete-Farkas Maria

Polish Journal of Management Studies

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2019

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Vol. 19, No. 1

475--491

EN

Sustainability and sustainable marketing have obviously become very crucial, and strategies that are in control of the environment can give several businesses a competitive edge. Moreover, as a result of the rapid development and changes in Iran, sustainability is more important than ever, and deep change is needed to bring Persian people and companies into sustainable orientation. The purpose of this article is to study the relationship between customers’ green satisfaction and perceived sustainable marketing policies in Iran. The study is based on the designed questionnaire, which considers different cultural issues. The data analysis has been done based on the Pearson correlation coefficient and linear regression analyses by using SPSS 21. The results show that the correlation between the perceived sustainable marketing policies and green customer satisfaction is greater than 0.6. Moreover, the regression analysis proves that the perceived sustainable marketing policies have a positive impact on green customer satisfaction. Therefore, sustainability is a crucial factor for companies in order to make their customers satisfied and consequently having a competitive advantage comparing their competitors.

PL

Zrównoważony rozwój i zrównoważony marketing stały się bardzo istotne, a strategie ujmujące wymogi środowiskowe mogą zapewnić firmom przewagę konkurencyjną. Ponadto, w wyniku szybkiego rozwoju i zmian w Iranie, zrównoważony rozwój jest ważniejszy niż kiedykolwiek dotąd, a głębokie zmiany są konieczne, aby doprowadzić mieszkańców i firmy do zrównoważonej orientacji. Celem tego artykułu jest zbadanie związku między ekologiczną satysfakcją klientów a postrzeganą polityką zrównoważonego marketingu w Iranie. Badanie opiera się na zaprojektowanym kwestionariuszu, który uwzględnia różne zagadnienia kulturowe. Analiza danych została przeprowadzona na podstawie współczynnika korelacji Pearsona i analizy regresji liniowej przy użyciu SPSS 21. Wyniki pokazują, że korelacja między postrzeganą zrównoważoną polityką marketingową a satysfakcją klientów przyjaznych środowisku jest większa niż 0,6. Co więcej, analiza regresji dowodzi, że postrzegana zrównoważona polityka marketingowa ma pozytywny wpływ na zadowolenie klientów przyjaznych środowisku. Dlatego zrównoważony rozwój jest kluczowym czynnikiem dla firm, aby ich klienci byli zadowoleni, a co za tym idzie, firmy mogły osiągnąć przewagę konkurencyjną w porównaniu z konkurencją.

20

Study on talent management influence on customer satisfaction

Kuntonbutr Chanongkorn, Sangperm Nuanluk

Polish Journal of Management Studies

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2019

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Vol. 20, No. 2

334--344

EN

The purpose of the study is to investigate how large firm has developed talent management programs for its human resources development plan and how talent management is beneficial to firms concerning to their contribution on customer satisfaction. The data collection period was during July-August 2018. Total numbers of 272 subjects were randomly selected and the final complete numbers were 176 usable subjects. The framework considers a theoretical rationale for workplace engagement and organizational citizenship behavior serving as mediators. The talent management has been recognized as an organizational key driver for managerial performance. However, many business firms in Thailand may overlook the talent management system to overcome the firms’ capability to generate profit under their limitation. The subjects are employees at PTT Public Company Limited. The Structural Equation Model (SEM) was applied to clarify the multivariate framework. The results indicate that talent management affects both work engagement and organizational citizenship behaviors, which consequently affect customer satisfaction. The results conclude that the company concentrate on talent management will enhance customer satisfaction through work engagement and organizational citizenship behaviors. Future studies should concentrate on smaller firms and how they perform in this context.

PL

Celem artykułu jest przedstawienie, w jaki sposób duża firma opracowała programy zarządzania ludźmy uzdolnionymi do swojego planu rozwoju zasobów ludzkich oraz w jaki sposób zarządzanie tymi ludźmi jest korzystne dla firm pod względem ich wkładu w zadowolenie klienta. Okres zbierania danych trwał od lipca do sierpnia 2018 r. Losowo wybrano całkowitą liczbę 272 respondentów, a ostateczne wykorzystano 176 użytecznych ankiet. Ramy te uwzględniają teoretyczne uzasadnienie zaangażowania w miejscu pracy i zachowania obywatelskiego w organizacji jako mediatorów. Zarządzanie zdolnymi ludźmi zostało uznane za kluczowy czynnik organizacyjny w zakresie zarządzania. Jednak wiele firm biznesowych w Tajlandii może przeoczyć ten system zarządzania w celu przezwyciężenia zdolność firmy do generowania zysków. Podmioty są pracownikami PTT Public Company Limited. W celu wyjaśnienia struktury wielowymiarowej zastosowano model równań strukturalnych (SEM). Wyniki wskazują, że zarządzanie ludźmi uzdolnionymi wpływa zarówno na zaangażowanie w pracę, jak i na zachowania obywatelskie w organizacji, co w konsekwencji wpływa na zadowolenie klienta. Wyniki wskazują, że firma skoncentrowana na tym zarządzaniu i zwiększy zadowolenie klientów poprzez zaangażowanie w pracę i zachowania organizacyjne związane z obywatelstwem. Przyszłe badania powinny koncentrować się na mniejszych firmach i ich wynikach w tym kontekście.