Wyniki wyszukiwania - BazTech

1

Expectations of customer as a stakeholder of an agricultural enterprise: case study

Chmielewski Mariusz, Malinowska Ewa

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

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z. 173

69--79

EN

Purpose: to present the possibilities of using the CSI (Customer Satisfaction Index) method to manage relations with customers as one of the stages of managing company’s stakeholders. Project/ methodology/ approach: the studies were carried out in two stages. The first stage comprising a direct interview was used to identify the criteria used by the customers of agricultural products when choosing a supplier. In the second stage, after the criteria were grouped with the use of questionnaires, their order of importance was determined. Findings: the method of reaching to the customers used in the study relies on the application of the main criteria that they take into account in their decisions. These are: freshness, flavour, price and appearance of the product. Perception of these criteria is important for the studied entity on account of the specific location of the sales point. Study Limitations/Implications: the proposed method was tested with respect to the selected business entity. In the next stages, it is necessary to test its application in other industries in order to receive a broader range of the picture about perception of key stakeholders by the organisation. The results show critical points to which the company resources should be assigned in order to improve customer satisfaction and loyalty. Practical Implications: the received results may be a prompt for the studied company and may indicate directions of development of stakeholder management, along with the areas that should be improved in this respect. Independent and uniform measurement characteristics of the studied model constitute a useful tool for carrying out a systematic comparative analysis in time. It also provides information about the weak and strong sides of the company in the opinions of its customers. Social Implications: the paper indicates the possibility of reciprocal impact of the main sides of the process: the customer and the company. The studies indicate the possibility of using the CSI method for the first stage of managing the relations with the customers, namely learning the degree of validity of various criteria when purchase decisions are made. Thanks to the use of the CSI method, it is possible to determine an efficient strategy of impact on the customers, using the criteria that are of major importance for them. Originality/Value: the authors made an attempt at using a tool from the realm of the CSI quality management for the process of managing a company’s stakeholders. This is possible by learning the importance of the individual criteria which are guiding the customers’ purchase decisions. This may inspire the companies to use the tool in the process of stakeholder management.

2

The Performance Evaluation of NOMA for 5G Systems Using Automatic Deployment of Multi Users

Suprith P. G., Mohammed Riyaz Ahmed

International Journal of Electronics and Telecommunications

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2022

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Vol. 68, No. 2

337--342

EN

Non-Orthogonal Multiple Access (NOMA) in the fifth generation (5G) system is one of the optimistic technologies for wireless radio access networks. Compared to orthogonal multiple accesses (OMA) reduce the spectral efficiency; NOMA provides the best solution by increasing the data rates. This study evaluates NOMA with a downlink in the automatic deployment of multiusers. The outage performance and ergotic sum-rate gain give the NOMA better performance can be concluded at the final results. NOMA provides the Quality of Service (QoS) to the multi-users by considering the power allocation and data rate factors. Here is considered the outage probability will be 1 when it identifies the different user and allocates the data rate and power.

3

Application of the CSI method to study and improve the quality of internet access service - case study

Molenda Michał

Quality Production Improvement - QPI

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2020

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Vol. 2, Iss. 1

36--43

EN

The paper presents the results of research aimed at assessing the level of satisfaction of individual customers of a company offering Internet access services. The study was conducted using the CSI (Customer Satisfaction Index) method. The study process consisted of 2 stages. The first study conducted in 2017 identified customer requirements and revealed insufficient customer satisfaction with the services provided to date. The analysis of the CSI revealed that customer satisfaction in these areas was not the highest. This state of affairs forced the company to carry out a broad improvement program, which is characterized in this paper. The second study was conducted (in 2019) a year after the implementation of the changes. Owing to this, it was possible to compare customer satisfaction ratings and the customer requirements, as well as to assess the effectiveness of the improvement measures taken. The study allowed to broaden the knowledge about the analyzed service in terms of methods of its measurement and factors having a decisive influence on its quality and efficiency. The service under analysis has been effectively improved.

4

Metoda CSI w badaniu satysfakcji klienta indywidualnego usług ubezpieczeń majątkowych

Przybytniowski Jarosław Wenancjusz

Problemy Jakości

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2019

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R. 51, nr 2

8--16

PL

Głównym problemem opracowania była ocena stopnia satysfakcji klienta indywidualnego z nabycia umowy ubezpieczenia majątkowego. Dążąc do realizacji przyjętego problemu badawczego, zastosowano metodę badania jakości usługi – Wskaźnik Satysfakcji Klienta (CSI). Głównym narzędziem pomiarowym, który zastosowano, był kwestionariusz ankietowy. Badaniem objęto 634 losowo wybranych klientów zamieszkujących w województwie małopolskim, w latach 2013, 2015 i 2017. Otrzymane wyniki pozwoliły na przeprowadzenie szczegółowej analizy związanej z poziomem jakości usługi. Niniejsze opracowanie jest kontynuacją wcześniej prowadzonych i publikowanych badań.

EN

Thus, the main problem of the paper is the evaluation of the satisfaction with property insurance agreement of an individual customer. In order to realize the adopted research problem, the author used a method to research quality service, i.e. CSI Customer Satisfaction Index. A questionnaire was used as the main measurement tool. This method allows us to establish the level of customer satisfaction and to obtain many important hints as to the trends in changes in the activity of property insurance institutions. The results obtained made it possible to conduct an in-depth analysis of service quality. This paper is a continuation of earlier conducted and published studies.

5

Inne metody pomiaru jakości usług transportowych, czyli alternatywy dla metody servqual

Rodzeń A., Stoma M., Dudziak A.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2018

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z. 130

501--511

EN

Effective and proper management of the quality of transport services allows the use of the latest quality standards, which are the most important and at the same time a key element in the era of constant competition. From a wide range of quality management methods, in this paper special attention has been paid to those that focus on customer satisfaction as a determinant of quality. Critical Incident Technique (CIT) analyzes the sources of customer satisfaction and dissatisfaction. Thanks to the Customer Satisfaction Index (CSI), it is possible to measure and analyze customer satisfaction, while the Importance-Performance technique enables measuring the perception and significance of factors or variables affecting the quality of services from the point of view of buyers.

PL

Efektywne i właściwe zarządzanie jakością usług transportowych umożliwia wykorzystanie najnowszych standardów jakościowych, które są najważniejszym, a zarazem kluczowym elementem w dobie nieustannej konkurencji. Spośród szerokiej gamy metod zarządzania jakością w artykule zwrócono szczególną uwagę na te, które skupiają się na satysfakcji klienta, jako determinancie jakości. Critical Incident Technique (CIT) analizuje źródła satysfakcji, jak i niezadowolenia klientów. Za sprawą Customer Satisfaction Index (CSI) możliwy jest pomiar i analiza satysfakcji klientów, natomiast technika Importance –Performance, umożliwia pomiar postrzegania i istotności czynników, czy zmiennych, wpływających na jakość usług, z punktu widzenia nabywców.

6

Assessment of Customer Satisfaction as an Element Deciding About Enterprise's Competitiveness

Ingaldi M., Kotus M.

Multidisciplinary Aspects of Production Engineering

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2018

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Vol. 1, Iss. 1

657--664

EN

Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.

7

Corporate social responsibility and corporate social irresponsibility

Stachowicz-Stanusch A., Amann W.

Organizacja i Zarządzanie : kwartalnik naukowy

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2017

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nr 4

107--115

EN

Expectations for contemporary corporations include not only their conduct in accordance with law and standards but also their social responsibility. However, even incorporation of CSR concept into strategy does not guarantee the absence of socially irresponsible practices. This paper presents a comparison of these two concepts – corporate social responsibility and corporate social irrespinsibility (CSI) – and explains why they are not simply opposing approaches.

8

QoS-based Joint User Selection and Scheduling for MU-MIMO WLANs

Rao D. S., Hency V. D. B.

Journal of Telecommunications and Information Technology

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2017

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nr 4

17--24

EN

The shift in Multi-User Multiple Input Multiple Output (MU-MIMO) has gained attention due to its wide support in very high throughput Wireless Local Area Networks (WLANs) such as the 802.11ac. However, the full advantage of MU-MIMO can be utilized only with proper user selection and scheduling. Also, providing Quality of Service (QoS) support is a major challenge for these wireless networks. Generally, user scheduling is done with the acquisition of Channel State Information (CSI) from all the users. In MU-MIMO based WLANs, the number of CSI request increases with the number of users. This results in an increased CSI overhead and in degradation of the overall throughput. Most of the proposals in the literature have not addressed the contention in the CSI feedback clearly. Hence, in this paper a Joint User Selection and Scheduling (JUSS) scheme is discussed and its performance is evaluated in terms of throughput, delay, packet loss and fairness. In the performance comparison some wellknown Medium Access Control (MAC) protocols are considered. The proposed scheme not only enhances throughput, but also avoids contention during CSI feedback period.

9

Etyka biznesu – przegląd pojęć i koncepcji

Stachowicz-Stanusch A.

Organizacja i Zarządzanie : kwartalnik naukowy

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2016

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nr 4

81--99

PL

Opracowanie stanowi wyjaśnienie podstawowych pojęć związanych z etyką biznesu, komentowanych szeroko w literaturze przedmiotu, takich jak społeczna odpowiedzialność przedsiębiorstw (corporate social responsibility), społeczna nieodpowiedzialność przedsiębiorstw (corporate social irresponsibility) czy osiągnięcia społeczne przedsiębiorstwa (corporate social performance). W tekście wskazano wzajemne powiązania poszczególnych koncepcji, przedstawiono dotychczasowy dorobek w tym obszarze i nakreślono tło rozważań naukowych w nim prowadzonych.

EN

In the paper there are explained basic notions connected with business ethics such as CSR (corporate social responsibility), CSI (corporate social irresponsibility) and CSP (corporate social performance). The author discusses relations between those concepts, conducts the literature review and shows the theoretical background for the presented discussion.

10

Wykorzystanie metody CSI do badania logistycznej obsługi klienta na przykładzie wybranej organizacji

Zimon D., Kruk U.

Logistyka

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2015

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nr 3

5094--5101, CD 1

PL

Logistyczna obsługa klienta urasta do jednego z ważniejszych aspektów funkcjonowania współczesnych organizacji. Przedsiębiorstwa dysponując zbliżoną technologią oraz infrastrukturą, to właśnie na bazie przewidywania, zaspokajania i wychodzenia naprzeciw wciąż zmieniającym się wymaganiom klientów, budują przewagę konkurencyjną. Odpowiednie zaprojektowanie logistycznej obsługi klienta wymaga od przedsiębiorstw prowadzenia badań dotyczących potrzeb i oczekiwań poszczególnych grup klientów. Celem publikacji jest pomiar logistycznej obsługi klienta za pomocą metody CSI (Customer Satisfaction Index) w wybranej organizacji. Metoda CSI służy do pomiaru zadowolenia klientów i uważana jest za kompleksowy wskaźnik pozwalający połączyć wszystkie niezbędne elementy podstawowej logistycznej obsługi Przeprowadzony proces badawczy pozwolił wyselekcjonować szczególnie ważne aspekty logistycznej obsługi klienta, zaproponować działania doskonalące oraz opracować mapę jakości.

EN

Logistics customer service grows to one of the most important aspects of the functioning of modern organizations. Companies with similar technology and infrastructure are based on prediction, satisfying and meeting the ever-changing demands of our customers, build competitive advantage. Appropriate design of logistics customer service requires enterprises to carry out research on the needs and expectations of the various customer groups. The purpose is to measure the logistics customer service using the method of CSI (Customer Satisfaction Index) in the selected organization. CSI method is used to measure customer satisfaction and is considered a comprehensive index that allows to combine all the elements of logistic service. Conducted primary research process helped select particularly important logistical aspects of customer service, to suggest improvement actions and develop the map quality.

11

The efficiency of integrators of a metallurgic products distribution network

Kramarz M.

Research in Logistics & Production

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2012

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Vol. 2, No. 3

209-220

EN

Specialization of enterprises in distribution networks realizing processes connected with adaptation of product to specific customer requirements, causes a growing complexity of manufacturing and logistic processes. That is why it is essential for selected enterprises to take over risks associated with co-ordination of processes in so complex systems. The study presented in the article concerns the integrator model in the distribution network which is a prevailing model in the metallurgic products distribution sector. The efficiency of the integrator was examined by means of the the customer satisfaction index (CSI).

12

Skuteczność integratora w sieci dystrybucji z odroczoną produkcją

Kramarz M.

Logistyka

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2012

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nr 2

PL

W badaniach zaprezentowanych w artykule za cel postawiono określenie standardów obsługi klienta na przykładzie wybranego integratora sieci dystrybucji wyrobów hutniczych. Założono, że poprawa obsługi klienta zgodnie z preferencjami odbiorców przyczyni się do podniesienia skuteczności integratora sieci. Przybliżono metodykę badań wskazując na znaczenie zapewnienia standardów logistycznej obsługi klienta zróżnicowanych dla poszczególnych segmentów. Jako wskaźnik oceny zadowolenia klienta z poziomu logistycznej obsługi klienta wprowadzono indeks satysfakcji klienta (CSI).

EN

The article is presenting examinations in standards of the logistic customer service. The analysis concerned the fitness of the integrator of the distribution network of steel products. Examinations required introducing to the specificity the distribution network and models of enterprises in network. Fixing standards of the logistic customer service requires the segmentation of customers. Examinations showed that the segmentation according to industries of recipients didn't let for the adaptation of the strategy of services to preferential treatment of the customer. An customer satisfaction index (CSI) was used for the assessment of the level of satisfying the customer.