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Quality of customer service in public administration on the example of health care complex in Świętochłowice Sp. z o.o.

Skowron Krzysztof

Organizacja i Zarządzanie : kwartalnik naukowy

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2021

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nr 4

47--59

EN

Introduction/background: This article is based on a bachelor's thesis carried out by Karolina Mainka under the scientific supervision of the author (Administration part-time 1st degree: “Quality of customer service in public administration based on the example of Zespół Opieki Zdrowotnej w Świętochłowicach Sp. z o.o. - Health Care Complex in Świętochłowice Sp. z o.o.”). In the past years, there has been a noticeable increase in the importance of the term "quality" in various fields, as well as in the awareness of people in terms of a quality, which results in higher expectations regarding products and services. The notion of quality has accompanied us since ancient times. In everyday life, each person is surrounded by a large amount of products, such as cellphones, computers, clothes and others. Everyone also uses various services, such as hairdressing services, services provided by government offices or medical services. Each type of those services is related to the customer service provided to a greater or lesser degree of quality. The quality of products is somehow measurable, whereas the quality of service is hard to clearly define or measure. Therefore, we can only rely on positive or negative opinions of the customers. Aim of the paper: The aim of the paper is to analyse the quality of patient service in chosen district hospital on the basis of four chapters - two of theoretical nature and two practical ones dedicated to methodology of own research and interpretation of obtained results. Materials and methods: Literature analysis, analysis of source materials (internal), survey method - technique: indirect survey, tool: survey questionnaire. Results and conclusions: Considerations presented in the paper show the importance of the customer service quality. The main task of the hospitals is to provide a high quality service in the field of a health care. The basis for the improvement of health services is the results of the evaluation of the quality of services provided by the hospital. One of the elements of assessing the quality of healthcare is patient satisfaction. An important factor which influences the success of a health care facility management is the level of patient satisfaction. Customer satisfaction studies give the facility the opportunity to evaluate patients’ opinions on offered services, and consecutively - bring the prospects of defining the weaknesses in the hospital covered by the study. Regular evaluation of customer satisfaction translates into an increase in the quality of provided medical services. An increase of the standards impacts the mental well-being of the patients. Understanding patients’ expectations and meeting their requirements reflects in the quality of provided services. Patient satisfaction with provided services has a strong influence on repeat use of the health facility, as well as on recommending it to another person. Interest and care provided by the personnel influences mental condition of the patients. Good mental condition during a hospital stay results in faster recuperation. In evaluation of the hospital, each element is important. The quality does not only consists of the attitude of the staff, but also of the entire environment of the hospital, including adaptation of the building, proper signage, and maintenance of cleanliness. All these components form one whole, which is perceived and evaluated by the patient.

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Polityka Customs Compliance jako istotny element logistyki międzynarodowej

Milczarczyk-Woźniak A.

Gospodarka Materiałowa i Logistyka

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2018

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nr 11

298--310, CD

PL

Polityka customs compliance stanowi kluczowy czynnik współczesnego międzynarodowego łańcucha dostaw. Wynika to z roli przepisów celnych oraz konieczności fizycznego przekroczenia granicy celnej, w celu realizacji globalnego obrotu towarowego. Składa się na to szereg różnego rodzaju elementów – począwszy od wymogów związanych z odprawą celną towarów, poprzez szeroko pojęte bezpieczeństwo realizacji ponadgranicznych dostaw, a skończywszy na polityce państw oraz ugrupowań integracyjnych w celu ochrony rynku.

EN

Customs compliance politics is a topic issue in the modern international logistics chain. It is a result of customs rules and the fact that crossing the border must be the matter-of-fact to pursue a global trade of goods. There are many elements of this process – beginning from requirements which regard to the customs clearance of goods, through the understanding of the security of implementation of cross-border supplies, ending up in states politics and integrated organizations as a result of market protection.

3

Katedra Transportu w Instytucie Logistyki Wydziału Zarządzania i Dowodzenia Akademii Sztuki Wojennej w Warszawie uruchomiła w tym roku Podyplomowe Studia Obsługi Celnej w Transporcie Międzynarodowym

Nowak I.

Logistyka

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2017

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nr 5

40--41

PL

Rozmowa z kierownikiem Katedry Transportu dr Jackiem Kurowskim, na temat przygotowania kadr menedżerskich do pracy w obszarze transportu, spedycji i logistyki oraz edukacji w tym zakresie.

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Uproszczenia celne jako czynnik konkurencyjności podmiotów w łańcuchach dostaw

Michałowska M., Pogan B.

Zeszyty Naukowe. Problemy Transportu i Logistyki / Uniwersytet Szczeciński

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2012

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Nr 17

127--139

PL

Dynamiczne zmiany dokonujące się w konsekwencji procesów internacjonalizacji, globalizacji i wzrastających wymagań podmiotów gry rynkowej powodują, że jednym z najistotniejszych elementów determinujących rozwój przedsiębiorstw stają się wyzwania stwarzane przez czynnik czasu. Szczególnego wymiaru w obsłudze międzynarodowego obrotu towarowego nabierają rozwiązania mające na celu maksymalne skrócenie terminu wykonania usługi magazynowej, transportowej czy logistycznej. Celem opracowania jest wskazanie znaczenia uproszczeń celnych w optymalizacji przebiegu procesów importowo-eksportowych.

EN

The increasing market competition influences the changes within the operations in the TSL, as well as within its units; changes concerning, among others, diversification of the services in the international flow of goods. The service offered, apart from typical transport or shipment, is being complemented with such professional actions as customs services. The research aim of the article is to define the meaning of customs simplifications in the import-export processes optimization. Based on both the literature and the empirical study, thanks to the direct contact with the database, there has been presented the practical perspective of performing the simplified customs procedures in the aspect of limiting the time of customs clearance and of making them independent from the customs officers’ working hours. Using customs tools significantly influences effectiveness of the units that perform actions necessary to satisfy the demand for certain products in the whole goods flow chain, from acquiring raw material to shipping the product to the final recipient.

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O międzynarodowych przewozach towarów

Rydzkowski W.

Logistyka

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2001

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R. 31, nr 1

61-61