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1
Content available The Role of Planned Behavior in Predicting Customer Orientation
Hasanbarog Zhila Mahrooz, Rasouli Eshaq, Ardabili Farzad Sattari, Azadi Behnam
Management
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2022
|
Vol. 26, no. 2
41--62
EN
The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior.
2
Content available The theory and practice of testing the quality ofoutsourcing services in the automotive industry
Cieśla Jakub
Quality Production Improvement - QPI
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2021
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Vol. 3, Iss. 1
63--76
EN
In the automotive industry, it is common practice to outsource additional processes to external companies. Outsourced processes have to be evaluated. The practice and theory related to researching the quality of services and the level of customer satisfaction in the literature are well and wide described. However, in practice, the automotive industry does not use known solutions but applies its own criteria and methods for assessing the quality of outsourcing services and testing the level of customer satisfaction. The article is an attempt to analyse the solutions used in this area in the automotive industry and to indicate the strengths and weaknesses of the solutions used. Paper includes SWOT studies for a practical example of a used customer satisfaction test. Potentials for improvement are defined.
3
Content available remote Evaluation of Customer Satisfaction towards the Hospitality Industry: Using Kano Model
Gobbilla Umamaheswararao, Shree A Bhavani
Annals of Computer Science and Information Systems
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2021
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Vol. 28
111--116
EN
This paper aims primarily at customer loyalty and quality of service, and at related factors of customer satisfaction using the Kano model in the hospitality industry. At marketplace, customers are king. Modern marketing is oriented towards consumers nowadays. Studying customer satisfaction has different factors. Such factors range from physical to psychological and from negative to constructive. Nonetheless, in most cases the study is based on two constructs as consumer experience pre, post services and the subjective evaluation of post-performance. Over the years, technology has developed and helped track customer satisfaction data for the management of the hotel industry. This study uses various dimensions of the quality of service to understand customer satisfaction to identify the relevant drivers of customer satisfaction with the help of Kano model.
4
Content available Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks
Dogney Jaydeep, Bhargava Payal, Shrimali Arvind Kumar
Production Engineering Archives
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2019
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Vol. 22
41--44
EN
To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.
5
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
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2019
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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.
6
Content available The use of QFD method advantages and limitation
Wolniak R.
Production Engineering Archives
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2018
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Vol. 18
14--17
EN
The following paper concentrates on some problems resulting from the use of Quality Function Deployment method in industrial enterprises. It is not an easy task although the method itself has many advantages. The aim of the paper is to analyse basic international literature as well as the main advantages and limitations of the Quality Function Deployment.
7
Content available Comparative Analysis of the Level of Satisfaction with the Services Received at the Business Incubators in USA and Poland – pre-incubation and incubation stage
Wolniak R., Grebski M. E.
Production Engineering Archives
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2018
|
Vol. 20
38--42
EN
The paper concentrate on the problems of customers satisfaction from services in incubator centres in USA and Poland. The aim of the paper is to analyse the level of satisfaction of Business Incubation Centre on the example of two incubator centres one from USA (Hazelton CAN-Be in Pennsylvania and second in Gliwice Poland). The analysis was conducted in pre-incubation and incubation stage. The analysis was conducted on example of survey analysis in both incubator centres. On the base of achieved results we assessed the priority of customers in each incubator centre.
8
Content available Study of the logistics factors that Influence the development of e-commerce services in the customer’s opinion
Gajewska T., Zimon D.
Archives of Transport
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2018
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Vol. 45, iss. 1
25--34
EN
Recent years have seen a dynamic growth of ecommerce. This links to technological developments, an increase in the number of people who have access to and actively use the Internet, and the use of mobile devices. The aim of the paper is to present the results of a questionnaire survey of the factors behind the development of e-commerce services. In an analysis of the factors behind the development of e-commerce services, note should be made of the customer’s needs which will be the core of their opinions. The paper analyses factors of development of e-commerce services such as: frequency of internet shopping, logistic aspects of e-commerce services, and the criteria for the evaluation of quality of e-commerce services based on customer satisfaction. The five aspects of logistics in e-commerce taken into consideration included reliability of the supply, completeness of the supply, shipping price, delivery time, and the choice of courier company. Besides, the paper defines the interdependence between the frequency of internet shopping and the logistic aspects of e-commerce. A hierarchy is also established of the degree of satisfaction as regards the quality criteria of e-commerce services. The analysis covers data from a questionnaire survey of 100 customers using ecommerce in Poland. The respondents were customers using e-commerce services aged between 20 and 24. The questionnaire was based on a five-point Likert-type scale of between 1 and 5. The survey was qualitative and nationwide. The analysis was done using the Statistica 10 software. The Pearson correlation was chosen from amongst the methods available to determine the impact between the surveyed variables. Firms that provide e-commerce services aim to fulfil the ever increasing needs and expectations of their customers. They attach a lot of importance to the quality of customer service which is demonstrated by the high scores awarded by the respondents.
9
Content available Role of customer service at rail stations in raising customer satisfaction with transportation services
Antonowicz M., Chrzanowski M., Molęda K., Moś T.
TTS Technika Transportu Szynowego
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2017
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R. 24, nr 9EN
2--8
EN
The authors discuss the problem of customer service at the rail sta tion buildings and its influence on the customer satisfaction. The authors define the idea and role of customer service. They indicate the necessity to innovatively approach the construction of modern station buildings and the need to implement innovative solutions directed at functionality and economy in order to improve the customer service. To support their theses, the authors present customer satisfaction survey results. They also present the customer service policy and the role of quality standards of services provided at station buildings. The conclusions indicate trends in macro-environment and the role of relations in developing customer satisfaction.
10
Content available Łódź Agglomeration Railway vehicle fleet management system in scope of its disposition, technical maintenance and cost contro
Wasilewski A., Malinowski J.
TTS Technika Transportu Szynowego
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2017
|
R. 24, nr 9EN
21--26
EN
Łódź Agglomeration Railway is one of regional carriers in Poland operating in Łódź Province situated in the centre of Poland. The essential aim of establishing Łódź Agglomeration Railway (ŁMR) was to handle Lodz’s agglomeration with a population of 1.1 mln residents, Łódź City has 0.7 mln residents. Transfers served by ŁMR go beyond the area of agglomeration connecting Łódź with the closest cities. Altogether the range of impact of Łódź Agglomeration Railway there are 1.5 mln residents that have to the closest stop no more than 5 km. In the distance up to 1 km from the closest stop live 0.9 mln residents.
11
Content available remote Medical Information Systems as an instrument of quality management in medical institutions
Chaban O., Boyko O., Basalkevych O.
Studia i Materiały / Europejska Uczelnia Informatyczno-Ekonomiczna w Warszawie
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2017
|
Nr 1(13)
13--22
EN
The process approach of international standards ISO 9000 with the purpose of their implementation in medical institutions and use in the development and operation of medical information systems, is analyzed in the article. The main stages of medical services are considered. A module of e-Health for the assessment of the quality of health services, with taking into account the views of customers and forming the recommendations of quality improvement, has been designed.
PL
W pracy została dokonana analiza podejścia procesowego standardów międzynarodowych serii ISO 9000, w celu ich wprowadzenia do działalności placówek medycznych, oraz wykorzystania podczas tworzenia i eksploatacji systemów informatyczno-medycznych. Rozpatrzone zostały podstawowe etapy świadczenia usług medycznych. Stworzony został moduł systemu E-health do oceny ich jakości, z uwzględnieniem opinii konsumentów i kształtowaniem zaleceń do polepszenia jakości.
12
Content available Quality house application with taking into consideration client’s satisfaction
Rosak-Szyrocka J., Marszał A., Konofalska K.
Zeszyty Naukowe. Quality. Production. Improvement
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2016
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No. 2 (5)
45--55
EN
From an enterprise point of view global market of these days can be characterized as highly demanding and competitive, and at the same time frequently changeable. To survive on such market, enterprise needs to satisfy customers regarding the quality, price and delivery time. Quality is one of the key elements that currently affect the application of the organization in the market. Quality and its management ensuring have long ceased to be the domain of only a handful of top organizations. Paper shows the using and benefits of QFD method.
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