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1
Content available The importance of the Servqual method in the management process of an ecological enterprise in the aspect of the Covid-19 pandemic
Koreleska Ewa
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2022
|
z. 156
249--258
EN
Purpose: The aim of the publication was to determine the significance of the Servqual method in the management process of an ecological enterprise in the aspect of Covid-19 pandemic. Design/methodology/approach: The research was carried out in specialist stores with organic food using the mystery shopper method from July to September 2021. The scope of the research was nationwide. Findings: The calculated indicators of Servqual unweighted (SQnw) and weighted (SQww) show that the fully satisfactory condition was achieved for the customer. Research limitations/implications: Another important piece of information, which was obtained during the research, is that there is a large rotation of specialist organic stores and a problem with creating the database. Practical implications: The worst ranked, although positively assessed dimension, was „reacting”, and after taking into account the weight of dimensions - „empathy. These are the areas that can be further improved by entrepreneurs. Originality/value: The market of organic products in Poland is undergoing dynamic transformations in the era of the Covid 19 pandemic and the electronic economy of the 21st century. New participants enter the market and put traditional, specialist organic food stores, under increased pressure from competition. Hence, there is an even greater need to improve the services they provide through the use of modern methods and quality tools. In relation to the ecological industry, there are no scientific reports on use the Servqual method.
2
Content available Exploring transformational customer experience in digital banking: an exploratory study
Skubis Ida, Akahome Joy E.
Organizacja i Zarządzanie : kwartalnik naukowy
|
2022
|
nr 3
97--112
EN
Introduction/background: The increase in digital banking in Nigeria has made it easy for customers to experience self-service. The shift towards digital banking means that banks marketing systems will change, which makes it important for banks to understand the service quality dimensions of digital banking on customer experience. The following study was conducted as a qualitative case study to provide a grounded and more versatile understanding of the context-based phenomenon of customer experience of digital banking using three generations of customers. Aim of the paper: This study aims to explore customer digital banking experiences in terms of advancements, transformational journey of digital banking and challenges for customers. Materials and methods: A semi-structured interviews conducted from 25 digital banking customers from Nigeria about their experiences with digital banking. The interviews were thematically analyzed to produce themes around customer experiences. Results and conclusions: The findings of this study revealed customer digital banking experiences, the advancements through digital banking (convenient, comfort, paperless economy), digital banking transformational experiences (delightful, modern, transparent, reliable), and challenges (network infrastructure, electric power supply). The study contributes to bank marketing research in terms of customer experience in digital banking service. It explores the experiences of customer digital banking service which is important for banking marketing and theory advancements. Introduction/background: The increase in digital banking in Nigeria has made it easy for customers to experience self-service. The shift towards digital banking means that banks marketing systems will change, which makes it important for banks to understand the service quality dimensions of digital banking on customer experience. The following study was conducted as a qualitative case study to provide a grounded and more versatile understanding of the context-based phenomenon of customer experience of digital banking using three generations of customers. Aim of the paper: This study aims to explore customer digital banking experiences in terms of advancements, transformational journey of digital banking and challenges for customers. Materials and methods: A semi-structured interviews conducted from 25 digital banking customers from Nigeria about their experiences with digital banking. The interviews were thematically analyzed to produce themes around customer experiences. Results and conclusions: The findings of this study revealed customer digital banking experiences, the advancements through digital banking (convenient, comfort, paperless economy), digital banking transformational experiences (delightful, modern, transparent, reliable), and challenges (network infrastructure, electric power supply). The study contributes to bank marketing research in terms of customer experience in digital banking service. It explores the experiences of customer digital banking service which is important for banking marketing and theory advancements.
3
Content available remote Customer service excellence as a part of management process : Customer Service Excellence Report analysis
Kawęcki Norbert
Nowoczesne Systemy Zarządzania
|
2022
|
T. 17, nr 3
37--48
EN
The article presents problem of customer service excellence as apart of management process. By given overview of Customer Service Excellence and management process definitions the work provides methodology of study based on digital Deloitte Report from 2022. The main goal of the elaboration is to present overview statistics based on survey to provide whole range of numbers from study of customer service excellence. The methodology is based on the analysis of empirical data presented in the report and the presentation of far-reaching conclusions. The main outcomes are: self-service is rising, time to increase focus on personalization and customer care, independent and empowered customer service centers are the most effective, regional and industry variances. As a summary there is forecast for 12 months period provided by boards of international companies.
PL
W artykule opisano problem doskonałości obsługi klienta w ramach procesu zarządzania. Za pomocą omówienia definicji doskonałości obsługi klienta i procesów zarządzania w pracy przedstawiono metodologię badań opartą na cyfrowym raporcie Deloitte z 2022 roku. Głównym celem opracowania jest zaprezentowanie statystyk przeglądowych na podstawie ankiety w celu pokazania całego zakresu liczb z badania dostarczonego przez firmę Deloitte w formie zdigitalizowanej. Metodologia oparta jest na analizie danych empirycznych zaprezentowanych w raporcie oraz przedstawieniu daleko idących wniosków. Główne wyniki to: rosnąca skala samoobsługi, czas na zwiększenie nacisku na personalizację i obsługę klienta, niezależne i upoważnione centra obsługi klienta są najbardziej efektywne, różnice regionalne i branżowe. Podsumowanie zawiera prognozę na okres 12 miesięcy dostarczaną przez zarządy międzynarodowych firm.
4
Content available Analyzing an Unconventional Success Story Chick-fil-A Fast Food Restaurants in the USA
Manko Barbara A.
Management
|
2022
|
Vol. 26, no. 1
118--143
EN
The U.S. fast-food chain Chick-fil-A, Inc. has prospered financially and scored multiple rankings at or near the top of its industry by using unconventional management practices, including some that appear to be drawbacks. This paper attempts what previous academic research has not: a thorough analysis of Chick-fil-A’s practices and policies, looking at how they might function as “success factors” and how the company has turned apparent disadvantages into advantages. The practices and policies include an unusual approach to franchising, a limited menu, private ownership, absence of global expansion, a distinctive focus on customer service and employee relations, and an explicitly Christian corporate culture. Chick-fil-A’s success, with a business model that does not fit the mold of other fast-food chains, makes the company a promising subject for further research by anyone wishing to study unconventional forms of differentiation for competitive advantage.
5
Content available Zdolności logistyczne w kształtowaniu obsługi klienta
Jaworska Marlena
Gospodarka Materiałowa i Logistyka
|
2022
|
nr 5
36--44
PL
Wciąż rosnąca konkurencja skłania przedsiębiorstwa do poszukiwania źródeł przewagi konkurencyjnej. Istotnym elementem tworzenia tej przewagi jest obsługa klienta. Właściwie realizowana obsługa klienta pozwala osiągnąć satysfakcję i zadowolenie klienta, co umożliwia tworzenie i utrzymywanie przewagi konkurencyjnej. Jednym ze sposobów właściwego kształtowania obsługi klienta są zdolności przedsiębiorstw, w tym zdolności logistyczne. Celem artykułu jest przedstawienie znaczenia zdolności logistycznych w kształtowaniu obsługi klienta. W artykule przedstawiono (1) koncepcję zdolności logistycznych, (2) istotę, fazy i elementy obsługi klienta, (3) transformację podejścia do obsługi klienta w kierunku obsługi logistycznej oraz wskazano (4) zdolności logistyczne mające największy udział w kształtowaniu obsługi klienta.
EN
The increasing competition encourages firms to search for sources of competitive advantage. An important element in creating this advantage is customer service. Properly implemented customer service allows to achieve customer satisfaction and contentment, which enables the formation and maintaining of competitive advantage. One of the methods of proper shaping of customer service are the capabilities of firms, including logistics capabilities. The aim of the article is to present the importance of logistics capabilities in shaping customer service. This article presents (1) the concept of logistics capabilities, (2) the essence, stages and elements of customer service, (3) transformation of the customer service approach towards logistics service and (4) identifies the logistics capabilities with the greatest contribution to the formation of customer service.
6
Content available Wpływ pandemii COVID-19 na sposób realizacji zwrotów konsumenckich
Lysenko-Ryba Kateryna
Gospodarka Materiałowa i Logistyka
|
2022
|
nr 8
26--32
PL
Dopasowanie polityki zwrotów do zmieniającej się sytuacji na rynku nabrało szczególnego znaczenia w trakcie trwania pandemii COVID-19. Dobrze rozbudowana i liberalna polityka zwrotów była dla konsumentów wyznacznikiem ogólnego poziomu obsługi oferowanego przez firmę i w dużym stopniu przyczyniła się do zwiększającej się lojalności klientów. Chociaż jest dostępnych wiele badań dotyczących handlu elektronicznego ogółem, stosunkowo niewiele wiadomo na temat skali zwrotów konsumenckich, szczególnie w odniesieniu do obecnych skutków pandemii COVID-19. Jednak takie dane są potrzebne z wielu powodów, na przykład w celu lepszego przygotowania polityki cenowej lub też przeliczenia opłacalności wybranego modelu biznesowego e-commerce. Artykuł ma na celu przedstawienie zmian zachodzących w polityce zwrotów konsumenckich zarówno w handlu stacjonarnym, jak i online w trakcie trwania pandemii COVID-19. Analizie zostaną poddane regulaminy konsumenckie różnych sklepów detalicznych z branży modowej.
EN
Adapting the return policy to the changing market situation became particularly important challenge during the COVID-19 pandemic. A well-developed and liberal return policy was a determinant of the overall level of service offered by the company for consumers and contributed to increasing customer loyalty. While there is a great deal of research available that looks at characteristics of e-commerce in general, relatively there is little known about the extent of consumer returns, particularly in relation to the current impact of the COVID- 19 pandemic. However, such data is necessary for a number of reasons. For example, to better prepare the pricing policy or to calculate the profitability of a selected e-commerce business model. The aim of the article is to present the changes taking place in the consumer return policy both in stationary and online transactions during the COVID-19 pandemic. The consumer regulations of various retail stores, from the fashion industry, will be analyzed.
7
Content available remote Risks of Concurrent Execution in E-Commerce Processes
Bicevskis Janis, Nikiforova Anastasija, Karnitis Girts, Oditis Ivo, Bicevska Zane
Annals of Computer Science and Information Systems
|
2021
|
Vol. 25
447--451
EN
The development of ICT facilitates replacing of traditional buying-selling processes withe-commerce solutions. Waiving the direct buyer-seller communication creates risks for both the buyer and the seller. If several customers are served at the same time, processes can interference each other. The paper offers a method to identify purchase/sale risks: (1) in single-customer, (2) in simultaneous multi-customer service processes. First, a model of the buying-selling process is created and conditions for the correctness of process execution are formulated. Then an analysis of all possible scenarios is performed using a symbolic execution. The obtained result allows to identify risks of e-commerce solution.
8
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
|
2020
|
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.
9
Content available remote Application of the queuing theory to the description of the customer service process by the electricity distributor company
Grąkowski Łukasz, Chojnacki Andrzej Ł., Gębczyk Katarzyna, Banasik Kornelia
Przegląd Elektrotechniczny
|
2020
|
R. 96, nr 1
35--38
EN
The paper presents the possibility of using queuing theory as a tool to improve the work of distribution companies in the field of customer service. The analyzes were carried out to determine the optimal number of energy emergency brigades so that the costs incurred by the electricity distributors would be minimal while maintaining the shortest time of failure removal. The authors also presented the most important theoretical issues concerning the queuing theory.
PL
W referacie przedstawiono możliwość zastosowania teorii kolejek jako narzędzia usprawniającego pracę spółek dystrybucyjnych w zakresie obsługi odbiorców. Przeprowadzone analizy miały na celu wyznaczenie optymalnej liczby brygad pogotowia energetycznego tak, aby koszty poniesione przez dystrybutorów energii elektrycznej były minimalne przy jednoczesnym zachowaniu jak najkrótszego czasu usuwania awarii. Autorzy przedstawili również najistotniejsze zagadnienia teoretyczne dotyczące teorii kolejek.
10
Content available Automation in purchasing processes and customer reflection
Czyrka Krzysztof, Frąś Józef
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2019
|
z. 138
33--40
EN
Automation of the sales process, cyber-shopping – these are the key sales trends of the modern market. The broadly understood notion of digitization has fundamentally changed the purchasing process. This is confirmed by investments in this area of such companies as Shell, Circle-K, Johnson & Johnson, British Airways, McDonald and others. Full automation of the purchasing process allows the company to reduce costs and better manage employee time. The purpose of the article is to present selected innovative solutions in the field of sales process automation and analyze the expressed opinions of customers in Poznań on the use of modern sales process solutions.
11
Content available Complaint management system in building material factory
Cieśla Maria
Management and Production Engineering Review
|
2019
|
Vol. 10, No. 1
50--57
EN
The scientific goal of this article was to confirm the thesis that efficient complaint management can be one the company’s competitive advantage elements of in the sphere of logistic customer service. The theoretical part of the article presents basic foundations related to complaint management process as an important element of post-trade sales process in customer service. The research part presents an example of the implementation of efficient assumptions of the complaint management process on the example of a construction industry manufacturing company. Guidelines for the design and implementation of an effective and efficient complaint handling process are presented. An example of process analysis is done using appropriate quality tools.
12
Content available Basic Determinants in Integrated Supply Chains
Mindur Maciej, Pawęska Marcin
Logistics and Transport
|
2019
|
Vol. 41, No. 1
31--39
EN
An integrated supply chain is currently a decisive factor when it comes to remaining on increasingly demanding markets. Optimal organization of the supply chain is often a serious challenge for businesses that need to function in a more efficient way, and to provide products tailored to individual customers’ needs. The accuracy and precision at every stage are crucial, as well as shorter response time to changes in demand, customer tastes and economic conditions.
13
Content available remote Parameter setting problem in the case of practical Vehicle Routing Problems with realistic constraints
Žunić Emir, Đonko Dženana
Annals of Computer Science and Information Systems
|
2019
|
Vol. 18
755--759
EN
Vehicle Routing Problem (VRP) is the process of selection of the most favorable roads in a road network vehicle should move during the customer service, so as such, it is a generalization of problems of a commercial traveler. Most of the algorithms for successful solution of VRP problems are consisted of several controll parameters and constants, so this paper presents the data-driven prediction model for adjustment of the parameters based on historical data, especially for practical VRP problems with realistic constraints. The approach is consisted of four prediction models and decision making systems for comparing acquired results each of the used models.
14
Content available remote Exploring levels of ICT adoption and sustainable development – the case of Polish enterprises
Ziemba Ewa
Annals of Computer Science and Information Systems
|
2019
|
Vol. 18
579--588
EN
This study is a part research on the effect of information and communication technologies (ICT) adoption on sustainable development in the enterprises' context [1]--[3]. Its main purpose is to identify parameters stimulating the progress of ICT adoption and sustainable development and assess the two constructs based on these parameters. The identified parameters of ICT adoption are grouped into four categories i.e., ICT outlay, information culture, ICT management, and ICT quality, whereas the parameters of sustainable development are classified into ecological, economic, socio-cultural, and political sustainability categories. This study employs a quantitative approach and descriptive statistics are employed to evaluate the levels of ICT adoption and sustainable development. The survey questionnaire was used and data collected from 394 enterprises were analyzed. The research findings reveal that digital and socio-cultural competences of employees and managers, financial capabilities ensuring ICT projects as well as law regulations associated with ICT adoption, and information security were at the highest level within enterprises. However, the lowest level was specific for BI and ERP system adoption as well as the adoption of latest management concepts and the exploitation of synergies between national ICT projects and own ones. Moreover, the improvement of efficiency and effectiveness of customer services, better and more efficient organization of work, the enhancement of customer satisfaction and loyalty as well as the increase of new customers and markets as a result of ICT adoption were at the highest level within enterprises. However, the lowest level was specific for enterprises' participation in the democratic public decision-making as well as energy savings and environmental protection. This study advances ongoing research on ICT adoption and sustainable development by exploring parameters which can be used to describe and assess the levels of ICT adoption and sustainable development in the context of enterprises. Moreover, these parameters help clarify areas that need further improvement and stimulate the progress of ICT adoption and sustainable development.
15
Content available Proces realizacji zamówień klienta w przemyśle samochodowym
Pałucha K.
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2018
|
z. 120
153--162
PL
Artykuł obejmuje problematykę związaną z procesem realizacji zamówień klientów. Jego podstawę stanowią źródła literaturowe oraz badania dotyczące organizacji tych procesów w przemyśle samochodowym. Z badań w firmach samochodowych wynika, że głównymi czynnikami kształtującymi zakup samochodów są: czas, termin i niezawodność oraz elastyczność dostaw, itp. Wskazuje się także, że poziom obsługi logistycznej jest podstawowym czynnikiem wpływającym na zakup. Odnosi się to w dużej mierze również do zakupu samochodów. Niski poziom obsługi prowadzi bowiem do rezygnacji z usług świadczonych przez daną firmę.
EN
The article discusses the issues related to the process of customer orders realization. Actions taken in this respect are presented on the example of car purchases. The basis for writing the article were literature sources and research on the organization of these processes in the automotive industry. According to the information received from car companies, car manufacturers and car sellers, the main factors influencing the purchase of complex products include: delivery time, on-time delivery, delivery reliability, delivery flexibility, frequency of deliveries, etc. It is also pointed out that the level of logistic service is a basic factor influencing the purchase of goods. This applies to a large extent to the purchase of cars. Low level of service often leads to abandonment of purchase or services provided by a given company.
16
Content available Ocena poziomu jakości usług świadczonych przez port lotniczy w Pyrzowicach
Wolny A., Wolniak R.
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2018
|
z. 131
595--609
PL
W publikacji przedstawiono wyniki badań dotyczące oceny jakości obsługi pasażerów w punktach lotniska najbardziej dla niech istotnych tj. punkt informacji lotniczej, odprawa biletowo-bagażowa, kontrola dokumentów na przykładzie Międzynarodowego Portu Lotniczego Katowice w Pyrzowicach. Celem niniejszej publikacji jest wskazanie poziomu jakości obsługi w porcie lotniczym w Pyrzowicach.
EN
The publication presents the results of research on the assessment of the quality of passenger service at airport points most important for them, ie aeromedical information point, check-in and check-in, document control on the example of the Katowice International Airport in Pyrzowice. The purpose of this publication is to indicate the level of service quality at the airport in Pyrzowice.
17
Content available Logistyka dystrybucji na przykładzie sieci handlowej Tesco
Kuklinowska I.
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2018
|
z. 131
249--262
PL
Celem artykułu jest analiza poziomu satysfakcji klientów na podstawie oceny procesu dystrybucji w sieci handlowej Tesco. W artykule została przedstawiona problematyka logistyki dystrybucji na przykładzie sieci handlowej Tesco, ze szczególnym uwzględnieniem zagadnień związanych z poziomem satysfakcji klientów. Ze względu na powszechny proces informatyzacji, zaproponowano wdrożenie zintegrowanego systemu logistycznego oraz nowoczesne rozwiązanie mobilne.
EN
The aim of the article is to analyze the level of customer satisfaction based on the evaluation of the distribution process in the Tesco retail network. The article presents the issue of distribution logistics on the example of the Tesco commercial network, with particular emphasis on issues related to the level of customer satisfaction. Due to the widespread informatization process, the implementation of an integrated logistics system and a modern mobile solution have been proposed.
18
Content available Analiza procesów logistycznych dystrybucji produktów elektroinstalacyjnych – obsługa klienta
Grabowska J.
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
|
2018
|
z. 121
137--150
PL
Do podstawowych procesów dystrybucji fizycznej zaliczane są obsługa klienta, magazynowanie i utrzymywanie zapasów oraz transport produktów. Celem niniejszego opracowania jest analiza procesu obsługi klienta przedsiębiorstwa z branży elektroinstalacyjnej. Do analizy tego procesu wykorzystano mapę procesu oraz analizę wskaźnikową. W opracowaniu scharakteryzowano kanały dystrybucji produktów oraz dokonano oceny istniejących kanałów dystrybucji. Zamiarem dalszych badań będzie analiza gospodarki magazynowej oraz transportu w tym samym podmiocie badań.
EN
The basic processes of physical distribution include customer service, storage and maintenance of inventory and product transport. The aim of this study is to analyze the customer service process of a company from the electrical installation industry. The process map and the index analysis were used to analyze this process. The study characterized product distribution channels and assessed existing distribution channels The next stage of research will be the analysis of warehouse management and transport.
19
Spaghetti, czyli jak strawić straty
Podsiadło P.
Surowce i Maszyny Budowlane
|
2018
|
nr 1
46--50
PL
Obsługa klienta to obszar z ogromnym potencjałem. Dzięki standaryzacji procesu i zarządzaniu wizualnym, można uniknąć wielu strat, a także podnieść jakość i wydajność pracy. Wszystko dzięki odpowiednio dobranym narzędziom, takim jak Diagram Spaghetti, który pokazuje np. jak czasochłonne jest przemieszczanie się pracowników w procesie sporządzania dokumentów. Możemy stracić na tym nawet kilka godzin dziennie.
20
Content available remote Realizacja usługi transportu drogowego na przykładzie przedsiębiorstwa transportowo-spedycyjnego
Markowska K., Jamka M.
Prace Naukowe Politechniki Warszawskiej. Transport
|
2018
|
z. 120
279--286
PL
Transport drogowy jest jedną z najpopularniejszych form przemieszczania się. W Polsce odgrywa dominującą rolę choć stopniowo dąży się do jego ograniczenia. Realizacja usługi transportu drogowego pozwala na przewóz ładunków bezpośrednio od nadawcy do odbiorcy. Realizacja usługi transportu drogowego dotyczy zaplanowania trasy, odpowiedniego środka transportu, sprawdzenia jakości ładunku, czasu, dostarczenia ładunku, kwestii finansowych. Jest nieodłącznie związana z elementami obsługi klienta: czas, koszt, jakość oraz odpowiednia dokumentacja transportowa.
EN
Road transport is one of the most popular forms of traveling. In Poland it has a dominant role; however, there are initiatives for its gradual reduction. Performing a road transport service enables the transportation of freight directly from the sender to the receiver. Performing a road transport service consists in planning the route and suitable means of transport, checking the quality of the cargo, checking the time, delivering the cargo and handling financial matters. It is inherently linked to features of customer service, such as: time, cost, quality and suitable transport documentation.
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