Wyniki wyszukiwania - BazTech

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Proposal of the e-services quality scale – preliminary results

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

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2023

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Vol. 5, iss. 1

160--171

EN

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.

2

Quality attributes of primary health care services

Chmiel Magda

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2019

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z. 134

7--16

EN

Quality in primary health care is gaining a predominant role. Both public and private providers of primary health care services increasingly focus on quality issues, which allows them to gain a competitive advantage. In the article, fifty attributes determining the quality of services identified in literature are considered and evaluated in the context of primary health care services. Both technical attributes relating to the medical process itself and functional attributes resulting from patient experience as a client are studied. An analysis aiming to rank the importance of attributes was made on the basis of surveys carried out among 98 primary health care PHC managers. The research allowed for the identification of the most and the least important primary health care service attributes determining quality from the perspective of PHC managers. Functional attributes relating to patients` experience of care are being noticed as important and desired by patients. The findings resulting from this study can be practically applied at primary health care entities in order to maximise the satisfaction of patients through proper adjustment of business models.

3

Atrybuty jakościowe usług zapewnienia bezpieczeństwa pracy

Lotko M., Lotko A.

Problemy Jakości

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2015

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R. 47, nr 11

28--33

PL

Celem opracowania była identyfikacja atrybutów jakościowych usług zapewnienia bezpieczeństwa pracy. Wykorzystano do tego analizę literaturową 11 modeli jakości usług, popartą metodą bibliometryczną. Jako rezultat teoretyczny uzyskano zbiór atrybutów opisujących jakość badanych usług. Implikacją praktyczną jest możliwość pomiaru jakości tych usług i wskazanie kierunków ich doskonalenia. Nowatorską propozycją i wkładem własnym autorów jest zastosowanie w badanym obszarze metody bibliometrycznej oraz próba konceptualizacji jakości usług zapewnienia bezpieczeństwa pracy.

EN

The aim of the paper was to identify qualitative attributes of safety at work assurance services. To achieve this, literature studies encompassing 11 Service quality models were carried out, supported by a bibliometric method. As a theoretical result, a set of attributes describing quality of examined services was created. A practical implication is a possibility of measuring the quality of services and pointing the directions of improvement out. A novelty proposal and authors' contribution is the use of a bibliometric method in the area of research and a trial of conceptualization of safety at work assurance services quality.

4

Using the Kano method for analysis of the attributes of a product in the automotive industry

Wolniak R.

Zeszyty Naukowe / Akademia Morska w Szczecinie

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2011

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nr 27 (99) z. 2

93-99

EN

The publication presents an example of using the Kano method to analyse the quality attributes of a product in the automotive branch. Using the Kano method, technical attributes of a product were analysed for a front bumper installed in Opel cars, which was followed by the identification of hidden factors by means of exploration factor analysis. The application of the extrapolation factor analysis has made it possible to discover that the examined set of twenty attributes of the product contains 5 hidden factors, which included: bumper aesthetics, resistance to external factors, lacquer properties, resistance to temperature and the precision of workmanship.

PL

W publikacji zaprezentowano przykład wykorzystania metody Kano do analizy atrybutów jakości produktu w branży motoryzacyjnej. Dla zderzaka przedniego montowanego w samochodach marki Opel przeanalizowano atrybuty techniczne produktu metodą Kano, a następnie przy pomocy ekstrapolacyjnej analizy czynnikowej dokonano identyfikacji czynników ukrytych. Zastosowanie ekstrapolacyjnej analizy czynnikowej pozwala zorientować się, że w badanym zestawie dwudziestu atrybutów produktu można wyróżnić 5 czynników ukrytych, do których zaliczono: estetykę zderzaka, wytrzymałość na czynniki zewnętrzne, właściwości lakieru, odporność na temperaturę oraz dokładność wykonania.