Wyniki wyszukiwania - BazTech

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Quality of transport services and customer satisfaction measurement

Hajduk Iwona, Poliak Miloš, Gašparík Jozef

Archiwum Motoryzacji

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2022

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Vol. 96, nr 2

51--76

EN

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. Transport is a technological process of the distance of people, objects or energy. Knowledge of the logistics system and its processes is essential for fully functioning and effective logistic activities in the field of goods turnover. The functioning of enterprises operating on modern world markets without effective logistics is almost impossible, hence the constant search for tools to improve its processes, which provide added value for the customer, while maintaining the cost-quality ratio of the services provided. Building an appropriate relationship with the customer, taking care of customer service standards and professional customer service is a long-term and developmental process, which is nothing else than a mutual benefit transaction. Customer satisfaction should be constantly tested in terms of satisfaction and loyalty as well as the perception of the standards introduced and services offered. The customer satisfaction survey is used to illustrate the perception of the conditions that guide the customer. This article describes the methods of measuring customer satisfaction in the point of view quality of transport services.

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Research of the TQM evaluation in a service company

Poliakova Adela, Tomaszewska Iwona, Gašparík Jozef, Salamakhina Ekaterina

Archiwum Motoryzacji

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2021

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Vol. 93, nr 3

27--37

EN

TQM is a term associated mainly with ensuring the quality of production, where the emphasis is on quality in all parts of the production process. The introduction of TQM into the operation of a service company therefore seems to be more difficult. In the presented article we address the basic requirements for the introduction of TQM in a company providing road freight transport. The basic PDCA approach needs to be implemented in all processes of the actors involved in the supply chain. The article points out the fact that evaluating the quality of the provided service only on the basis of a single indicator, which is the monitoring of the number of complaints and claims, is not sufficient as evidence of the established TQM system. The customer requires evidence of long-term and serious monitoring. As part of this monitoring, it proposes the creation of an effective evaluation system for evaluating the quality of the external service provider. To determine the priority requirements of the customer, it is appropriate to apply several known simple evaluation methods. In the article, we applied the pairwise comparison method and the Saaty’s method to determine the order of importance of the quality criteria that we previously found in the customer survey: integrity of the consignment, compliance with the agreed delivery time and completeness of the shipment, including documents. We therefore recommend focusing on these criteria when providing TQM in the company.

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Control of modular conveyor and automated handling devices interconnection

Cempírek Václav, Gašparík Jozef, Zitrický Vladislav, Blaho Peter

Advances in Science and Technology. Research Journal

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2018

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Vol. 12, no 3

210--215

EN

The paper focuses on modular conveyors, mainly dedicated for the transport of parcel goods of various properties. Accent will also be put to their use in processes where the belt’s resistance to higher temperatures or to mechanical damage is required. The solution is aimed on the use for installation in larger transport units, production as well assembly lines. The proposal of the conveyor design allows to handle different line sections (bends, broken sections, etc.) using a single drive. The conveyor track will be solved with aim to the transport of goods (products) by means of automated trolleys. A proposal for the synchronization of the conveyor track with an automated handling device will be presented, which will ensure the final phase of the production chain, the relocation of production to the warehouse of finished products. The authors will focus on the calculation of subsequent intervals for automated means of handling as well on determining the capacity of the conveyor track.