Wyniki wyszukiwania - BazTech

Ograniczanie wyników

Znaleziono wyników: 3

Liczba wyników na stronie

Wyniki wyszukiwania

Wyszukiwano:
w słowach kluczowych: services quality improvement

Sortuj według:

Ogranicz wyniki do:

Improving service quality at universities through student journey mapping

Ludwiczak Anna Katarzyna

Management

2023

Vol. 27, no. 2

82--99

The aim of the pilot study was to determine whether student travel mapping can be an effective method supporting the improvement of services at a university in the context of creating value for students and their participation in creating this value. In-depth qualitative research was carried out, consisting in conducting semi-structured interviews with students. The study used the customer journey mapping (CJM) method. Students’ experiences related to their interactions with the university were identified from the moment of making the decision to start studying at the university to the moment of formally obtaining student status. The experiments covered the period during the restrictions related to the covid-19 pandemic were in force. Research has shown that journey mapping can be a useful method supporting the improvement of processes related to student service during the recruitment process. It allows for an in-depth analysis of experiences, which shows not only the problems arising at the points of contact, but also feelings and emotions. The use of CJM can help University employees understand students and better adapt service-related processes to their real needs and expectations.

Improvement of service offering connected to customer satisfaction in the power electronics field

Koskinen J., Sahebi D., Nikookar H., Zhan W.

Management and Production Engineering Review

2013

Vol. 4, No. 2

70--77

This research is a case study research related to customer satisfaction, focuses on more effective service improvement and changes in regards with meeting the customer needs. Through empirical approach and related enterprises investigation, based on employees’ perspective and end-user’ perspective, it designs a questionnaire system to collect data. In a case company, totally 31 interviews were made from 18 subsidiaries and 13 from end customers. Finally, we use statistical analysis to analysis the collection data and draw a conclusion. The outcomes of analysis show that communication and effective information flow, as well as effective service processes are the key while technical knowhow is the basic requirements. Throughout the body of the research, we can observe that there are significant differences between the internal and external customers perspective. These differences should be taken into consideration when the service improvement is the main objective. This research helps manufacturing firms to improve their value added services in addition to operating closer to their global customers.

Infrastructure improvement as a means to railway transport development in Poland

Mendyk E.

Logistics and Transport

2010

Vol. 10, No. 1

9-17

The paper presents railway freight traffic in 1950-2007 in comparison with other branches of transport as well as the prevalence of motor transport. Railway infrastructure improvement should be performed in a wider extent because it already fulfills clients' basic transportation demands. Implementing railway interoperability increases its competitive power on transportation services market.