Wyniki wyszukiwania - BazTech

1

Marketing activities of enterprises to increase customer value

Krzepicka Alicja Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 192

673--680

EN

Purpose: The purpose of the article is to present, based on source materials and market observations, what marketing activities companies implement to increase customer value. This is because today having a product or service desired by customers does not guarantee success. Marketing practitioners must identify the right media and messages through which to convey to customers what they want to know about them. Mass marketing practitioners especially need to identify well a target market that is both worthy of entry (from the point of view of sales volume and profits) and vulnerable (from the point of view of communication). Design/methodology/approach: The purpose of the article was realized based on the analysis of literature sources and market observations. Findings: Good customer relations are a company's most important potential. An important task is to identify profitable customers and use them effectively. For future development, it is important to establish in the company such a way of determining customer value that takes into account all relevant factors from the point of view of customer value. Practical implications: The topics described in the article can be a source of valuable inspiration for companies interested in building customer value through appropriate selection and alignment of marketing activities. Originality/value: The author draws attention to current and important issues occurring in the process of building customer value.

2

Logistics customer service management on the example of a manufacturing company

Chłąd Monika, Dąbrowska Olga

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2024

|

z. 194

73--82

EN

Purpose: The aim of the article is to analyze the operation of company X in the context of logistic customer service in practice. Design/methodology/approach: The idea of the work is to present the theoretical part of customer service and compare it to logistic customer service in practice. It also includes comparisons of practical solutions of company X to theoretical requirements. Findings: The research issue discussed in the article was a survey. Its purpose is to present customer service in Patrick's Day in company X. 81 people of different genders and age groups responded anonymously to the survey questions 15- >60 years. General knowledge of the logistics industry and responses from opinion makers were taken into account. The responses of the surveyed people were presented graphically along with their descriptions. Research limitations/implications: The practical part is intended to reflect the actual compliance of company X with the imposed rules. The Logistics Customer Service Principles were created to ensure a consistent and effective approach to customer service in the context of logistics. Practical implications: The type of customer service strategy depends on the specific goals and needs of a given business. The essence of logistic customer service is the effective management of the flow of products and services from the place of production to the place of consumption in order to meet customer needs. Logistics customer service covers many aspects, such as planning, controlling and monitoring the flow of goods, inventory management, transport, warehousing and coordination of activities between various links in the supply chain. Social implications: Customer service also means the ability to accept customer opinions and comments with an open mind. Customers should be able to express their opinions and complaints and then respond effectively. Originality/value: The article draws attention to the importance of a non-routine approach to the dynamics of opportunities. This is important for management as a scientific discipline, but also for managers, which indicates various possible development paths.

3

Klient jest królem

Jakubiak Ralf, Janiak Tomasz

Logistyka

|

2024

|

nr 1

56--59

PL

Rozmowa z RALFEM JAKUBIAKIEM, dyrektorem Centrum Dystrybucji LSK Polska. Naszym kluczowym wskaźnikiem, którym posługujemy się na bieżąco i na którym się szczególnie koncentrujemy, jest OTIF ( on Time in Full), czyli „na czas i w całości”.

4

Value as the basis for effective leadership

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

|

z. 175

405--416

EN

Purpose: Identification of effective leadership, understood as exerting influence on achieving (the highest) value for the client in favorable and unfavorable conditions of the company's operation in empirical terms. Design/methodology/approach: The article presents the results of empirical research. The basic measuring instrument used in the research was the questionnaire. The research includes verification of the assumed hypotheses. Findings: Assessment of the significance of criteria, evaluation of leadership according to criteria, value index, arithmetic average, Spearman's rank correlation coefficient. In general, customers rated the value of leadership low in both favorable and unfavorable conditions. This is a signpost for increasing activity for the growth of value for the customer. Research limitations: Research subjectively assessed by the client. Practical implications: Positioning of a leadership level. On the basis of evaluation, it allows you to locate leadership at an effective level in favorable and unfavorable conditions. Originality/value: A statistics application in the domain of effective leadership. It can be a kind of a signpost for orientation as to the direction of activities ensuring the achievement of effective leadership.

5

Leadership in point of view of effectivity

Puszko Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

|

z. 175

393--404

EN

Purpose: Exemplification of the possibility of achieving effective leadership in theoretical terms. Design/methodology/approach: The article presents contemporary trends in leadership development with an emphasis on its (leadership) effectivity. Then, an original concept of leadership efficiency was proposed, the basis of which is value for the client. The proposed concept was developed using the deductive method, i.e. inferring from what is general about what is special. Findings: An original concept and model of business leadership effectivity. Practical implications: Ability to choose the leadership cap. It allows leadership to be placed at an effective level. Originality/value It can be a kind of a signpost for orientation as to the direction of actions aimed at improving the efficiency of leadership.

6

Artificial Intelligence (AI) in CRM - possibility of effective integration, opportunities and threats

Łukasik-Stachowiak Katarzyna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 175

289--310

EN

Purpose: The purpose of this article is to discuss the aptitude and readiness of companies to carry out effective integration of Customer Relationship Management (CRM) systems with Artificial Intelligence. Design/methodology/approach: The article attempts to answer the following research questions: RQ1: Are companies ready to use AI in their CRM systems? RQ2: What are the most common AI tools used in CRM systems? RQ3: What are the most common opportunities and threats of using AI in CRM systems? In view of the above, an analysis of national and international literature sources and an analysis of recent research from the IT industry on trends in the use of AI, particularly in customer service, as well as an original pilot study using an online questionnaire were adopted as the research method. The pilot research was conducted among 104 companies via the Internet. Findings: The evaluation of the data collected showed that companies are aware of the calls made on them by the evolution of modern technologies using artificial intelligence and how important it is, in view of the above, to integrate the CRM system with AI and, where possible, to use its facilities to improve customer service and business in general. Research limitations/implications: The conducted study was of a pilot nature, in the future it is planned to conduct a wider research in order to verify a greater number of variables affecting the integration of AI with CRM. Artificial Intelligence is a constantly evolving topic, limiting the verification of only a few variables affecting the integration of AI with CRM may quickly become obsolete. Practical implications: The integration of AI capabilities with CRM is recognised as one of the key factors for improving the speed and efficiency of customer service. The pilot survey indicated what the general sentiment and readiness of companies to use the potential of AI is, how the application of AI can help organisations gain the adaptive organisational capabilities needed to increase overall business efficiency and CRM effectiveness, paying attention to the key goals and opportunities, paying attention to the key goals and opportunities that have been described in detail, as well as the risks associated with the integration of artificial intelligence with CRM. Social implications: In view of the widespread fear of replacing some work positions with Artificial Intelligence, the conducted research indicates that some of them may be a bit exaggerated and some justified, especially when it comes to repetitive analytical tasks in the CRM system. Originality/value: The article deals with the current topic of using Artificial Intelligence solutions in business.

7

Narzędzie informatyczne wspomagające zarządzanie danymi klientów

Tomczak Aleksander, Dostatni Ewa, Górski Filip

Zarządzanie Przedsiębiorstwem

|

2023

|

Vol. 26, nr 1

26--32

EN

The article describes an example of using a database application to manage customer data in an organization producing products to individual customer orders. The research were carried out in the department of production engineering at the Poznan University of Technology, who conducts research regarding the creation of individual prostheses and ortheses for patients with limb disfunctions. The developed database application with its functionality is included in the area of crm it solutions. The application is an extension of the automedprint system, which is used for fast, automatic designing and manufacturing of prostheses and orthetizes by 3d printing. In automedprint, data concerning clients, products and production orders are saved in different folders, which makes the management of these data very hard. Reason for this, a solution which enables accelerating editing, searching, sorting of data, and therefore providing in a short time information on the status of implementation of individual orders, has been developed.

8

Demand determinants for electric vehicles in Poland

Gądek-Hawlena Teresa, Bęben Aleksandra

Systemy Logistyczne Wojsk

|

2023

|

Vol. 58, no. 1

161--180

EN

Transportation is one of the main sectors of any country’s economy. The development of transportation positively influences changes in industrial activity, and the growth of population mobility. An important feature of responsible transport development is the formation of legally established, technical and economic conditions consistent with the idea of sustainable development. Electric cars are a solution that fits into this idea. The increase in the number of electric vehicles can significantly improve the environment, taking into account the use of renewable energy to power them. The purpose of this article is to identify the factors affecting the demand for electric vehicles among individuals in Poland. A hypothetical assumption was made that the factors affecting demand for electric vehicles are mainly economic in nature. The realization of the above objective involved the use of several research methods. In the theoretical part, the methods used were: analysis of literature and source documents. In the research part, the diagnostic survey method was used. Frequency indicators were used to analyze the results. Based on the research conducted, it can be concluded that: few people own electric cars and only 1/3 of respondents are considering the purchase of such a car. According to the respondents, these cars are too expensive and are not suitable for long-distance travel, while the advantages are their economy and environmental friendliness. Among the respondents, few had knowledge of subsidies for the purchase of electric vehicles. Factors that could influence the purchase of vehicles among individuals were mentioned: the possibility of using free parking spaces, bus lanes intended for public transportation, entry into the city’s clean transportation zones, and subsidies. The results of the study help fill the research gap relating to economic issues related to the development of electormobility.

PL

Transport jest jednym głównych sektorów gospodarki każdego państwa. Rozwój transportu wpływa pozytywnie na zmiany w działalności przemysłowej oraz wzrost mobilności ludności. Ważną cechą odpowiedzialnego rozwoju transportu jest kształtowanie ustanowionych prawem, technicznych oraz ekonomicznych warunków zgodnych z ideą zrównoważonego rozwoju. Rozwiązaniem wpisującym się w tę ideę są samochody z napędem elektrycznym. Wzrost liczby pojazdów elektrycznych może znacząco wpłynąć na poprawę środowiska naturalnego, przy uwzględnieniu wykorzystywania do ich napędu energii ze źródeł odnawialnych. Celem artykułu było zidentyfikowanie czynników wpływających na popyt na pojazdy elektryczne wśród osób indywidualnych Polsce. Przyjęto hipotetyczne założenie, że czynniki mające wpływ na popyt na pojazdy elektryczne mają głównie charakter ekonomiczny. Realizacja powyższego celu polegała na zastosowaniu kilku metod badawczych. W części teoretycznej wykorzystano metody: analizę literatury i dokumentów źródłowych. W części badawczej wykorzystano metodę sondażu diagnostycznego. Do analizy wyników wykorzystano wskaźniki częstotliwości. Na podstawie przeprowadzonych badań można stwierdzić, że: niewiele osób posiada samochody z napędem elektrycznym i tylko 1/3 badanych bierze pod uwagę zakup takiego samochodu. Według respondentów samochody te są zbyt drogie i nie nadają się na dalekie podróże natomiast zaletami tego typu pojazdów jest ich ekonomiczność i ekologiczność. Wśród badanych niewiele osób miało wiedzę na temat dopłat do zakupu pojazdów elektrycznych. Czynnikami które mogłyby wpłynąć na zakup pojazdów wśród osób indywidualnych wymieniono: możliwość korzystania z: darmowych miejsc parkingowych, buspasów przeznaczonych dla komunikacji miejskiej, wjazdu do stref czystego transportu w mieście oraz dofinansowanie zakupu pojazdu. Uzyskane wyniki badań pozwalają na wypełnienie luki badawczej odnoszącej się do kwestii ekonomicznych związanych z rozwojem elektormobilności.

9

Harmonogramowanie wizyt za pomocą aplikacji Booksy

Kiciński Mateusz, Depta Adam, Staniec Iwona

Journal of Management Challenges

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2023

|

No. 2

5--16

PL

Osiągnięcie upragnionego sukcesu przez każdego przedsiębiorcę jest możliwe dzięki wykorzystaniu podstawowych funkcji zarządzania, którymi są: planowanie, organizowanie, koordynowanie i motywowanie. W dzisiejszych czasach, mimo rosnących wymagań klientów i pracowników, pomocne może okazać się wykorzystanie nie tylko nowych technologii, rozumianych jako nowoczesne maszyny na liniach produkcyjnych czy urządzenia do wykonywania zabiegów, ale także aplikacje mobilne dostępne na smartfonach. Aplikacje mobilne nie muszą służyć wyłącznie rozrywce – obecnie coraz więcej małych, średnich i dużych przedsiębiorstw korzysta z nich w celu ułatwienia sobie pracy i budowania relacji z klientami. Tworzenie własnej aplikacji często wiąże się z niską wydajnością oraz bardzo wysokimi kosztami, na które nie mogą sobie pozwolić przedsiębiorstwa z sektora MŚP. Najczęstszą wadą takiej aplikacji jest również brak integracji z innymi systemami, co obecnie daje przewagę konkurencyjną. Na rynku aplikacji mobilnych istnieje wiele rodzajów oprogramowania, które można wykorzystać w abonamencie pozwalającym na modyfikację danego programu do wymaganych preferencji firmy. Aplikacje mobilne stają się podstawowym narzędziem ułatwiającym nie tylko zarządzanie biznesem, ale także zarządzanie relacjami z klientami.

EN

Achieving the desired success by each entrepreneur is possible thanks to the use of basic management functions, which are: planning, organizing, coordinating and motivating. Nowadays, despite the increasing requirements of customers and employees, it may be helpful to use not only new technologies understood as modern machines on production lines, devices for performing treatments, but also mobile applications available for smartphones that we all use. Mobile applications do not have to be used only for entertainment purposes, nowadays more and more small, medium and large enterprises use mobile applications to facilitate their work and create relationships with customers. Creating your own application is often associated with very high costs, which cannot be afforded by enterprises from the SME sector, and low efficiency. The most common disadvantage of such an application is also the lack of integration with other systems, which now gives a competitive advantage. There are many types of software on the mobile application market that can be used for a subscription that allows you to modify a given program to the required preferences of the company. Mobile applications are becoming the basic tool that facilitates not only business management, but also customer relationship management.

10

Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Saricam Canan

Autex Research Journal

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2022

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Vol. 22, no. 2

184--193

EN

The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

11

Private labels – customer profile and changes in trade during pandemic

Slabá Marie

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2021

|

z. 154

291--303

EN

Purpose: This article focuses on private labels, which play a crucial role in the retail market. This article aims to examine the market of private labels in the Czech Republic and reveal the customer profile of private labels in the Czech market. Design/methodology/approach: This article incorporates the results of the author's research devoted to various aspects of private labels and trade. The author used an online questionnaire for the research. This questionnaire was divided into several parts and prepared based on the literature search of statistics, reports, papers, and scientific studies. Findings: Large retail chains can achieve more than 30% of sales from private labels. The nature of the private label market is changing significantly. Therefore, the customer profile is changing too. The author's research revealed that the most critical segment for private labels is women, specifically single women with an income of up to 20,000 CZK, aged under 27-36, who live in medium-sized cities with up to 100,000 inhabitants. Research limitations/implications: In the current Covid-19 pandemic, the results can contribute to more effective collaboration with customers. In the future, it is intended to develop research on other aspects that affect the operation of private labels. Practical implications: It is clear from the research results that large retail chains should focus on certain specific segments, especially women with the above profile. According to research, this segment is the most crucial segment for retail chains and should focus on it. Originality/value: The article focuses on the changes during the Covid-19 pandemic. At this time, there were changes in shopping behavior, which are listed in the article.

12

Rola technologii informatycznych w procesie zarządzania logistycznego zwrotami i reklamacjami

Chrobak Ryszard

Gospodarka Materiałowa i Logistyka

|

2021

|

nr 3

14--25

PL

Celem artykułu jest zidentyfikowanie uwarunkowań wykonywanego zakresu działań logistycznych podczas obsługi zwrotów i reklamacji oraz ukazanie możliwości wdrożenia nowoczesnych technologii systemowych w zarządzaniu procesami logistycznymi. Podjęty do rozwiązania problem badawczy został sprecyzowany następująco: „W czym przejawia się istota zarządzania procesem logistycznym zwrotów i reklamacji w oparciu o infrastrukturę IT w przedsiębiorstwie?”. Przy opracowaniu artykułu wykorzystano metodę badania treści dokumentów oraz metodę analizy, w tym analizy statystycznej i krytyki piśmiennictwa. W pierwszej części artykułu zaprezentowano wyniki badań dotyczące wymogów i standardów współczesnego zarządzania logistycznego przez pryzmat jego wybranych systemów oraz funkcji i zadań przypisanych tym systemom. Druga, zasadnicza część artykułu dotyczy znaczenia i wymogów wobec infrastruktury IT wykorzystywanej w procesach logistycznych zwrotów i reklamacji. Wyeksponowano w tej części także wpływ środowiska RFID na funkcjonowanie procesów logistycznych zwrotów i reklamacji w przedsiębiorstwach handlowych.

EN

The aim of the article is to identify the conditions of the scope of logistics activities performed during the handling of returns and complaints, and to show the possibility of implementing modern system technologies in the management of logistics processes. The research problem undertaken was specified as follows: "What is the essence of managing the logistics process of returns and complaints based on IT infrastructure in the enterprise?" While preparing the article, the method of examining the content of documents and the method of analysis, including statistical analysis and literature review, were used. The first part of the article presents the results of the research on the requirements and standards of modern logistics management through the prism of its selected systems as well as the functions and tasks assigned to these systems. The second, main part of the article concerns the importance and requirements for IT infrastructure used in the logistics processes of returns and complaints. This section also highlights the impact of the RFID environment on the functioning of logistics processes for returns and complaints in commercial enterprises.

13

Logistyka czynnikiem tworzenia konkurencyjności przedsiębiorstwa

Nyszk Wojciech

Gospodarka Materiałowa i Logistyka

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2021

|

nr 3

37--45

PL

Logistyka ukierunkowała się na rynek. Obsługa klienta i jej odpowiedni poziom zaczęły zyskiwać miano priorytetów w działaniach przedsiębiorstw. Wymusiło to obserwowane dziś na rynkach zjawisko powstawania sieci logistycznej, znaczną integrację wielu przedsiębiorstw i organizacji w ramach jednego łańcucha dostaw, znaczne zwiększenie roli najnowszych technologii w działaniach logistycznych. Obserwowane zmiany sprawiły, że współcześnie wiele podmiotów obecnych na rynku logistykę traktuje jako swoistą szansę strategiczną. Niestety, zbyt mało wiemy jeszcze o problemie wykorzystania logistyki jako ważnego elementu uzyskiwania przewagi konkurencyjnej, stąd też celem artykułu jest przedstawienie możliwości logistyki w poprawie pozycji przedsiębiorstw na konkurencyjnym rynku oraz ukazanie jej znaczenia dla organizacji.

EN

Logistics focused on the market, customer service and its appropriate level began to become priorities in activities. It was forced by the phenomenon of the formation of a logistic network observed in the markets today, the significant integration of many enterprises and organizations within one supply chain, and a significant increase in the role of the latest technologies in logistics activities. Due to the observed changes, many entities present on the market nowadays treat logistics as a kind of strategic opportunity. Unfortunately, we still know too little about the problem of using logistics as an important element of gaining a competitive advantage, therefore the aim of the article is to present the possibilities of logistics in improving the position of enterprises in a competitive market and to show its importance for the organization.

14

A study on factors affecting buying of cosmetic products with reference to males in Ghaziabad

Roshani Puja, Dwivedi Deeksha

Annals of Computer Science and Information Systems

|

2021

|

Vol. 28

259--261

EN

The focus of this research is to identify the determinants that affect men purchasing behaviour when it comes to cosmetics. The research took place in Ghaziabad, Uttar Pradesh. The data was collected from 105 respondents using a survey method. The economy of the country is reliant on the possibility of personal care, which is also seen as an important aspect of the economy. The cosmetics business is one of the country's burgeoning industries. The Indian buyer's purchasing power and disposable income have increased dramatically; it has also developed a speciality for pushing associations in this field in the last decade, resulting in remarkable progress.

15

ICTs and Digital Risk in Purchase Transactions

Woźniak Jacek, Gheorghiu Anda

Nowoczesne Systemy Zarządzania

|

2020

|

T. 15, nr 4

39--49

EN

The phenomenon of digital risk accompanies today’s consumers every day, at the execution of every purchase transaction. Today’s customers (so-called the Customers 4.0), who use ICTs on a large scale and are very prone to exploiting the potential of ICTs in purchasing processes, are usually aware of the digital risk, but do not give to it a high enough priority. In order to explore the peculiarity of the digital risk and customer use of ICTs, the CATI survey was conducted - on a sample of 320 consumers (from Poland). The research aimed to assess the complexity and importance of digital risk in customers’ opinions, and the complexity of the use of ICTs in purchasing processes. The research process involved the statistical methods as follows: factor analysis (i.e. Principal Components Analysis method - PCA), as well as cluster analysis (k-mean method). In the study, three composite indexes were constructed - i.e. the Digital Risk Complexity Index - DRCI, the Digital Risk Importance Index - DRII, as well as the Consumers’ Use of ICTs Complexity Index - CUICI. In particular, the study showed that the digital risk complexity is at a moderate level, the digital risk importance is at a moderate level too, as well as the consumers’ use of ICTs complexity is at a relatively high level throughout the research sample.

PL

Zjawisko ryzyka cyfrowego towarzyszy dzisiejszym konsumentom każdego dnia, przy realizacji każdej transakcji zakupowej. Współcześni klienci (tzw. Klienci 4.0), którzy korzystają z ICT na dużą skalę i są bardzo skłonni do wykorzystywania potencjału ICT w procesach zakupowych, są zwykle świadomi ryzyka cyfrowego, ale nie nadają mu wystarczająco wysokiego priorytetu. W celu zbadania specyfiki ryzyka cyfrowego i wykorzystania ICT przez klientów przeprowadzono badanie CATI - na próbie 320 konsumentów (z Polski). Celem badań była ocena poziomu złożoności i znaczenia ryzyka cyfrowego w opinii klientów oraz poziomu złożoności stosowania ICT w procesach zakupowych. Proces badawczy obejmował następujące metody: analizę czynnikową (tj. metodę analizy głównych składowych - PCA), a także analizę skupień (metoda k-średnich). W badaniu zbudowano trzy indeksy kompozytowe: Digital Risk Complexity Index - DRCI, Digital Risk Importance Index - DRII, jak również Consumers’ Use of ICTs Complexity Index - CUICI. Badanie wykazało przede wszystkim, że złożoność ryzyka cyfrowego jest na umiarkowanym poziomie, znaczenie ryzyka cyfrowego również na umiarkowanym poziomie, a złożoność zastosowania ICT przez konsumentów jest na stosunkowo wysokim poziomie w całej próbie badawczej.

16

Ekspert odpowiada...Wyzwania ostatniej mili

Kawa Arkadiusz

Logistyka

|

2020

|

nr 5

24--25

PL

W e-handlu nie wystarczy tylko sprzedawać dobre produkty, aby odnieść sukces. Trzeba jeszcze zadbać, aby sprzedany towar dotarł do klienta szybko, sprawnie i bezpiecznie. Lo-gistyka e-commerce kończy się dopiero z chwilą rozpakowania przesyłki, przymierzenia towaru, jego akceptacji, bądź zwrotu. Dlaczego ostatnia mila jest tak ważnym elementem łańcucha dostaw?

17

Cenić czas klienta

Ilp Mihkel, Janiak Tomasz

Logistyka

|

2020

|

nr 5

26--28

PL

O handlu omnikanałowym, wyzwaniach ostatniej mili i usługach click & collect rozmawiamyz Mihkelem Ilpem, CEO estońskiej firmy Cleveron

18

Customer satisfaction in retail banking – current and future research trends

Bugdol Marek, Jemczura Tomasz

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2019

|

z. 136

69--85

EN

The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways – from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.

19

Use of the cit method for quality assessment of catering services

Ingaldi Manuela, Kotus Martin

Quality Production Improvement - QPI

|

2019

|

Vol. 1, Iss. 1

440--447

EN

When using various types of services, the customer may experience positive or negative situations, incidents. These incidents may affect the customer's satisfaction or dissatisfaction. Therefore, these incidents can be a source of very valuable information for the enterprise about the quality of the services it offers. The problem, however, is their analysis, because such incidents can affect different aspects of the service, but also, as mentioned earlier, can have a positive or negative impact on customer satisfaction. The Critical Incident Technique (CIT), often mentioned in the literature, can be used for such an analysis. With this method, it is possible to isolate situations that are typical of the negative and positive feelings of the customers, as well as to determine the frequency of their occurrence. The purpose of the papers was to analyze the quality of services offered by the chosen catering enterprise with use of CIT. The research took form of a direct interview with customers after delivery of the chosen service. Data obtained on this basis was analyzed: all incidents were first divided into groups and categories as well as positive and negative incidents, and then statistics for individual categories were presented. This research allowed to indicate the strengths and weaknesses of the research service, but at the same time to indicate the areas of potential improvement.

20

Wartość dla klienta jako element wzmocnienia lojalności w sektorze usług telekomunikacyjnych

Tkaczyk Stanisław, Kołuda Jolanta

Problemy Jakości

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2019

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R. 51, nr 8

2--12

PL

Problemem badawczym podjętym w pracy jest odpowiedź na pytanie: jakie czynniki mogą wzmacniać lojalność klientów w sektorze usług telekomunikacyjnych oraz które z nich mają największy wpływ na decyzje klientów o lojalności. Celem artykułu w jego części teoretycznej jest zaprezentowanie ogólnej istoty lojalności oraz jej możliwych składowych, a w części empirycznej – przedstawienie wyników badań opartych na literaturze przedmiotu. Opracowanie składa się z pięciu części: dwóch teoretycznych, dwóch badawczych oraz podsumowania. W części teoretycznej przedstawiono zjawisko i pojęcia lojalności, zaprezentowano także jej składowe, opisane w literaturze przedmiotu. W części empirycznej przedstawiono czynniki, które mogą determinować lojalność klientów w sektorze usług telekomunikacyjnych oraz teoretyczny model, który opisuje proces podejmowania decyzji przez klientów o lojalności względem wybranego obiektu. Wyniki badań wskazują, że lojalność klientów w sektorze usług telekomunikacyjnych mogą kształtować zarówno czynniki jakościowe związane z usługą, jak również pozajakościowe, jak bezpieczeństwo czy aspekty społeczne.

EN

The research problem raised in the article is the answer to the question: what factors can strengthen customer’s loyalty in the telecommunications services sector and which of them have the greatest influence on customer’s decisions about loyalty. The aim of the article, in its epistemological part, is to present the general essence of loyalty and its possible components, and in the empirical part to present research results based on the subject literature. The study consists of five parts: two theoretical, two research parts and summary with conclusions. The theoretical part presents the phenomenon and concepts of loyalty. Its components described in the literature on the subject were also featured. The empirical part presents factors that may determine customer loyalty in the telecommunications service sector and the theoretical model that describes the customer’s decision making process about loyalty to the selected object. The results of research indicate that customer’s loyalty in the telecommunications services sector can shape both qualitative factors related to the service, as well as quality factors such as security or social aspects.