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1
Content available Quality of service in local government units and digital exclusion of elderly people - example from implementing the Avatar project
Nowakowska-Grunt Joanna, Dziadkiewicz Michał, Olejniczak-Szuster Katarzyna, Starostka-Patyk Marta
Polish Journal of Management Studies
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2021
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Vol. 23, No. 2
335--352
EN
The aim of the research conducted as part of the presented article is to present the expectations of seniors in terms of service in local government units and the resulting needs for the use of modern digital solutions contributing to the improvement of their quality of life, together with digital exclusion, which was the basis for the research in the creation and implementation of the Avatar project effects. The article presents research on the assessment of the quality of service in the office, supplemented with practical solutions in the form of a virtual assistant for the elderly, which in turn improved the level of service in the perception of older people. The article uses the Servqual methodology to determine the level of satisfaction of older people with service in the office and indicates the limitations related to digital exclusion in these people, as well as the effects related to supporting the elderly through an avatar - a virtual assistant.
PL
Celem badań przeprowadzonych w ramach prezentowanego artykułu jest przedstawienie oczekiwań seniorów w zakresie obsługi w jednostkach samorządu terytorialnego i wynikających z nich potrzeb w zakresie wykorzystania nowoczesnych rozwiązań cyfrowych przyczyniających się do poprawy ich jakości życia, wraz z wykluczeniem cyfrowym, które było podstawą badań w zakresie tworzenia i wdrażania efektów projektu Avatar. W artykule przedstawiono badania dotyczące oceny jakości obsługi w biurze, uzupełnione praktycznymi rozwiązaniami w postaci wirtualnej asystentki dla osób starszych, co z kolei poprawiło poziom obsługi w percepcji osób starszych. W artykule wykorzystano metodologię Servqual do określenia poziomu zadowolenia osób starszych z obsługi w biurze oraz wskazano ograniczenia związane z wykluczeniem cyfrowym u tych osób, a także efekty związane ze wsparciem osób starszych poprzez awatara - wirtualnego asystenta.
2
Content available Evaluation of the customer service quality with Servqual method in the chosen company. Pt. 2, Personnel perspective
Odlanicka-Poczobutt Monika, Szmal Arkadiusz
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
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2020
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z. 148
565--576
EN
Purpose: The aim of the paper was to measure the quality of customer service from the perspective of the personnel of the chosen service company using the Servqual method. The scope of the paper concerns the quality of customer service from the perspective of a group of employees hired by the company where the satisfaction research was conducted in part I of the paper. Design/methodology/approach: The Servqual method was used in the research and its renewed use was governed by the possibility of comparison of the research results while using the same tool. This allows, in the opinion of the authors, for a higher level of significance of references in comparative analysis. The unweighted (SQn) and weighted (SQw) servqual indicators were calculated for each of the examined dimensions. They were also interpreted. Findings: The basis of providing the service that is satisfying to the customer is to recognise the customer expectations and to skilfully transform them into aims and tasks of the service organisation. The effectiveness of realisation of these tasks will depend largely on the competence and motivation of all employees of the service organisation. It is impossible to talk about service quality without analysing the relationships between the service quality and the customer satisfaction. Research limitations/implications: Extending the research of the customer service quality beyond the perspective of a client by examining the personnel perspective does not exhaust the subject of the research. In the future, a deeper comparative analysis should be made along with monitoring of the changes. Practical implications: Presented approach finds practical application in the process of identification of the weaknesses of customer service quality and indicates factors of changes which can be used for improving the quality also in small enterprises. Originality/value The paper confirms the need to use the Servqual method in evaluation of both perspectives, where each of these two assessments may shape the quality of the service understood as general impression of the client which results from comparison of both positive and negative impressions that concern the service company and the service provided.
3
Content available Evaluation of the customer service quality with Servqual method in the chosen company. Pt. 1, Customer perspective
Odlanicka-Poczobutt Monika, Szmal Arkadiusz
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
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2020
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z. 148
551--564
EN
Purpose: The aim of the paper is to present the usefulness of the Servqual method in improving the customer service quality in terms of identification of the deficiencies in the process of providing the service. Design/methodology/approach: The Servqual method has been used in the research and it helped evaluating the level of customer expectations.The evaluation was based on separate criteria which allowed to examine how the perception of the service by customers is shaped. The unweighted(SQn) and weighted (SQw) servqual indicator was calculated for each of the examined dimensions. They were also interpreted. Findings: The main result of the work was the diagnosis and the evaluation of the customer service quality in the chosen service company. Moreover, received results confirmed the high usefulness of the Servqual method for the management of the quality in terms of requirements of the customers. Research limitations/implications: During the research and inference, it was noticed that the client's perspective, although prominent, should be extended by the perspective of the researched subject's personnel. Practical implications: The presented approach finds practical application in the process of identification of the weaknesses of customer service and indicates factors of changes which can be used for improving the quality also in small enterprises. The method, on the one hand, is simple to use and its results offer clear indications for the people managing the company. The dissemination of its usage could significantly improve the situation, especially of the SME, which often cannot detect the expectations of the customers and cannot formulate the customer service strategy effectively. Originality/value The paper confirms effectiveness of the Servqual method in evaluation of the customer service quality in small companies and allows to identify deficiencies in the service provision process.
4
Content available Customer satisfaction analysis for assembly services
Czerwińska Karolina, Pacana Andrzej
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
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2020
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z. 143
35--46
EN
Purpose: The aim of the study was to analyze and determine the level of satisfaction of individual customers in the field of transport and installation of wooden doors. Design/methodology/approach: The assessment was carried out using the Servqual method within the five dimensions of providing a comprehensive service in terms of materiality, reliability, responsiveness to customer expectations, expertise and empathy. The survey was conducted on the basis of questionnaires, interviews with customers who used the service and observations. Findings: On the basis of the research, it was found that the quality level of provided transport and assembly services is at a good level. In the opinion of customers, the assessment of the quality of services provided was over 4.3. Research limitations/implications: In order to improve and enhance the level of customer satisfaction, remedial actions were proposed - additional training for transport and assembly groups. Practical implications: Future research carried out in the analyzed company will allow to checking the impact of implemented countermeasures on the level of customer satisfaction. The methodology presented should be applied in companies that care about the quality of services offered. The limitations that may occur are related to the possible reluctance of customers to express an opinion on the service provided. Originality/value: The research is a useful study indicating the possibility of implication of the Servqual method in service enterprises wanting to check the level of customer satisfaction.
5
Content available Adaptation of the servqual method for testing the quality of passenger air services
Hawlena Joanna
Transport Problems
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2019
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T. 14, z. 4
139--150
EN
The aim of the paper is to present the author’s attempt to adapt the Servqual Method to study the quality attributes of passenger air services. This market is witnessing a growing dynamic of competition intensity and a distinctive trend consisting of focusing on improving the quality of the most important determinants in basic areas of this business. The method of comprehensive evaluation of this process and its consequences on the Polish market has so far not been scientifically researched. The paper attempts to fill this gap. The proposed solution consists in the introduction of a new, previously unused, research method to the system of analysis, assessment and measurement of the air services quality, which constitutes a specific contribution to the science. Innovation of its application consists in a detailed reformatting of the Servqual Method and adaptation of both tested criteria and research areas to the nomenclature, specific requirements and conditions of this service sector. Using this method, it is possible to conduct a comprehensive range of tests taking into account the correctness, effectiveness of measurement, possibility of specifying the conclusions and recommendations as well as modernity of their implementation. The research questionnaire constructed by the author serves this purpose, in which the most important criteria and research areas of the discussed scope of services have been proposed.
6
Content available Quality assessment of the postal service - the chosen problems
Kowalik Kamila
Archiwum Wiedzy Inżynierskiej
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2019
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T. 4, Nr 1
12--14
EN
The objective of the paper is to present the practical application of the Servqual method in quality assessment of the postal service. The first part of the article includes the theoretical framework of the indicated research method: assumptions, aims, usefulness of application, way of use and advantages. Afterwards, the Servqual method’s practical application in assessment of quality of the postal service has been presented.
PL
Celem artykułu jest przedstawienie praktycznego zastosowania metody Servqual w ocenie jakości usługi pocztowej. Pierwsza część opracowania zawiera teoretyczny zarys wybranej metody badawczej: jej założenia, cele, użyteczność, zastosowanie oraz zalety. Następnie przedstawione zostało praktyczne wykorzystanie metody badawczej w zakresie oceny jakości usługi pocztowej.
7
Content available Analiza, ocena i doskonalenie jakości usług – case study
Kowalik K., Klimecka-Tatar D.
Zeszyty Naukowe. Quality. Production. Improvement
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2018
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No. 2 (9)
92--102
EN
The objectives of the analysis conducted and described in this paper has been to present the practical application of service quality improvement’s chosen methods based on case study. The first part of the article contains the theoretical framework of service quality and its improvement. Afterwards, the results of empirical research have been presented. First of all, to analyze the process, the Servqual method has been chosen. To choose the most important areas of improvement the Importance-Performance Analysis’ results have been used. Furthermore, in the Impact and Effort Matrix the selected improvement ideas have been included.
PL
Celem artykułu jest przedstawienie praktycznego zastosowania metod doskonalenia jakości usług w oparciu o case study. Pierwsza część opracowania zawiera teoretyczne ramy jakości usług i jej doskonalenia. Następnie zaprezentowano wyniki badań empirycznych: analizę jakości usługi w oparciu o metodę Servqual, identyfikację kluczowych obszarów doskonalenia z wykorzystaniem metody Importance-Performance oraz analizę możliwości wdrożenia poszczególnych działań doskonalących poprzez ich prezentację na macierzy Impact&Effort.
8
Content available Improving the service with the Servqual method
Midor K., Kučera M.
Management Systems in Production Engineering
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2018
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nr 1 (26)
60--65
EN
At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.
9
Content available Wykorzystanie metody Servqual do doskonalenia usługi – studium przypadku
Midor K.
Systemy Wspomagania w Inżynierii Produkcji
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2017
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Vol. 6, iss. 7
191--201
PL
Współczesne przedsiębiorstwa powinny doskonalić zarządzanie, które jest ukierunkowane na jakość obsługi klienta. Jednym z kierunków doskonalenia organizacji w tym zakresie jest badanie poziomu satysfakcji klientów. W artykule zostały przedstawione wyniki badań satysfakcji klienta przeprowadzone za pomocą metody Servqual w firmie usługowej z branży farmaceutycznej. Zastosowanie tej metody pozwoliło na zidentyfikowanie luk w obszarze obsługi klienta w badanej hurtowni farmaceutycznej, co z kolei pozwoliło na zaproponowanie kierunków udoskonalenia świadczonych usług przez wskazanie obszarów, które należy poprawić w pierwszej kolejności, by móc podnieść poziom świadczonych usług.
EN
Modern companies should improve management, which is focused on customer service quality. One of the areas of organization improvement in this area is to test the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. The use of this method enabled identifying gaps in the customer service area of the pharmaceutical wholesaler, which in turn allowed us to suggest directions for refining the services provided by identifying the areas to be improved in the first place in order to improve the level of service provided.
10
Badanie zadowolenia klienta z wykorzystaniem metody Servqual na przykładzie dziekanatu uczelni wyższej
Mazur A., Kopeć M., Sobańska A., Szrejter D.
Problemy Jakości
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2017
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R. 49, nr 8
37--42
PL
Na przestrzeni ostatnich lat w szkolnictwie wyższym w Polsce zaobserwować można dynamiczne zmiany, które doprowadziły do metamorfozy uczelni wyższej z instytucji edukacyjnej, na instytucję usługową. Powszechny i łatwy dostęp do kształcenia na poziomie akademickim niewątpliwie przyczynił się do zwiększenia liczby osób z wyższym wykształceniem, powodując wzrost oczekiwań pracodawców oraz zmianę struktury rynku pracy. Obserwując powyższe tendencje, zauważyć można, że uczelnie zmuszone są do prowadzenia zaciętej rywalizacji o potencjalnego studenta, który odgrywa w ich działalności kluczową rolę. W artykule zaprezentowano wyniki badań zadowolenia studenta z pracy Dziekanatu Wydziału Uczelni Wyższej z wykorzystaniem metody Servqual. Na podstawie wyników badań opracowano koncepcję doskonalenia obsługi studenta ukierunkowaną na poprawę jakości usług świadczonych przez analizowany dziekanat uczelni wyższej.
EN
Over the last few years in Poland, dynamic changes have been observed which, according to many, led to the metamorphosis of the University from an educational institution to a service institution. The widespread and easy access to academic education undoubtedly contributed to the increase in the number of people with higher education, as consequence increasing the expectations of employers and changing the labor market structure. Observing the above trends, it can be noted that the competition has forced universities to fierce competition for a potential student who plays a key role in their operation. The article presents results of customer satisfaction surveys with the Servqual method. Based on the results of the research, the concept of improving student service was developed, aimed at improving the quality of services provided by the analyzed university deanery.
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