Wyniki wyszukiwania - BazTech

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Determinants shaping the sense of work satisfaction in uniformed services

Bsoul-Kopowska Magdalena

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2023

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z. 169

157--172

EN

Purpose: The aim of the study was to determine the factors that shape the sense of work satisfaction for selected uniformed services and to learn the level of satisfaction of servicepersons in terms of working in their respective services covered in this study. Design/methodology/approach: The research utilized the diagnostic survey method, a survey technique using a questionnaire addressed to employees of selected uniformed services based in the Silesian Voivodeship. Intentional-random selection was used, taking into consideration gender, age, service seniority, education, and corps, resulting in the inclusion of 174 employees of selected uniformed services in total. The survey included 22 statements. Assessments were made by granting points on the Likert scale, where 1 means "strongly disagree" and 5 means "strongly agree". The study was carried out over a period of five months (February-June) 2022. Findings: The conducted research allowed to identify key areas that require corrective action. The most significant gaps between the assessment and the expectations of the members of the examined uniformed services were identified in such areas as: fair treatment, perspective of professional development, the value of performed tasks, or interpersonal relations. Research limitations/implications: Due to the fact that the survey only included uniformed services, the biggest challenge was the access to respondents. That is why, this study is a pilot one and it is recommended to carry out extended studies in order to verify the results presented here. Practical implications: The study allowed to obtain an initial assessment of the sense of satisfaction among the members of the uniformed services covered. Social implications: The analysis of factors determining the sense of satisfaction with the work performed in uniformed services constitutes an important element impacting the potential improvement of the management of officers in the studied services. Originality/value: Due to the specific character of work in the uniformed services that includes numerous threats to health and life, as well as working under stress, it is important to study the factors affecting the sense of satisfaction with the performed work in order to improve the management of human potential.

2

Satisfaction and performance of Generation Z in virtual and face-to-face teams

Maj Jolanta

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2022

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z. 160

363--382

EN

Purpose: There are several factors that affect the satisfaction and performance of virtual and face-to-face teams. Literature shows however, that there is a research gap as to the influence regarding the analysis of those factors in regards to different generations. The purpose of the paper is the youngest generation – Gen Z functions in virtual and face-to-face teams and how the type of team influences the performance and satisfaction of team members. Design/methodology/approach: Adopting a generational approach, a research design, including an experiment and a survey, was developed in order to analyze if the type of teamwork affects performance and satisfaction of Generation Z representatives. Findings: Findings suggest that the youngest, tech-savvy generation functions easier and more naturally in virtual teams, showing no significant differences in performance in virtual and face 16 to-face teams, and even indicate that working in virtual teams is more satisfying than working in traditional teams. Practical implications: The results of the research can provide a basis for managerial decisions when selecting members of real and virtual teams. Originality/value: The paper contributes to the ongoing scientific debate by presenting the perspective of Generation Z on virtual work, which, to a certain extent, contradicts current beliefs about performance and satisfaction in traditional and virtual teams. It shows that the generational approach should be included in team design in order improve team and organizational competitiveness.

3

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.

4

Analysis of pedestrians’ sidewalk service

Mutiawati Cut, Suryani Fitrika, Faisal Ruhdi, Ahlan Muhammad

Transport Problems

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2020

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T. 15, z. 4, cz. 1

69--82

EN

The presence of sidewalks is very important to support the safety, comfortability, and activities of pedestrians in CBD (Central Business District). Therefore, this study was conducted to analyze the service quality of the pedestrian lanes in two CBDs of Banda Aceh City using the Importance-Performance Analysis (IPA) method. The results showed most of the service quality variables of the sidewalks are in quadrant A (concentrate here), followed by C (low priority), D (possible over-skill), and B (keep up the good work). This means the qualities of the sidewalk services need to be improved to ensure their performances are in line with pedestrians’ expectations. This is necessary because most of the width and height of these sidewalks were found through field investigation not to meet government standards, whereas several obstacles were also discovered such as the presence of traders, merchandises, and parked vehicles, as well as the lack of seating facilities and disability lanes. These violations are part of the problems in many cities of Indonesia and other developing countries and are due to the lack of public awareness and supervision by the authorities. Therefore, further improvement is recommended to realize the expected pedestrian path.

5

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.

6

Factors impacting on patient compliance with medical advice: empirical study

Krot K., Sousa J. P

Engineering Management in Production and Services

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2017

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Vol. 9, no. 2

73--81

EN

The purpose of this paper to identify factors which have a bearing on compliance with medical advice in various age groups. The survey was conducted, using the CAWI method, on a representative sample of 1000 respondents who declared having used healthcare services in the previous six months. Control of competences is one of the strongest factors which is common for the oldest and youngest groups. Interestingly, trust in the integrity and honesty of doctors is significant for the youngest patients, i.e., the higher is the level of trust, the lower is the tendency to non-comply. Another type of trust is related to the benevolence of doctors and is significant to patients of the middle age group. Satisfaction is a significant predictor in the two oldest groups of patients. High levels of satisfaction seem to deter people from non-adherence to recommended treatment regimens. The results of the present study provide knowledge about the nature and diversity of factors behind patient compliance in various age groups.

7

Zadowolenie i satysfakcja pracowników a możliwości rozwoju profesjonalnego

Baruk A. I.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2015

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z. 83

11--23

PL

W artykule przedstawiono zagadnienia związane z rozwojem profesjonalnym pracowników w kontekście odczuwanego przez nich zadowolenia i satysfakcji. Wskazano na kluczową rolę podejścia marketingowego w działalności personalnej. Na podstawie wyników badań pierwotnych określono zakres i siłę zależności między poziomem zadowolenia i dwoma zmiennymi, obrazującymi warunki prorozwojowe kreowane przez pracodawców oraz między poziomem satysfakcji z pracy i analogicznymi zmiennymi. Wszystkie analizowane zależności były statystycznie istotne. Najsilniejsza zależność występowała między poziomem zadowolenia i odczuciami dotyczącymi pracy.

EN

In the article the problems of professional development of employees in the context of their contentment and satisfaction were presented. The key role of marketing approach in the personnel activity was underlined. On the base of the results of the field researches the scope and the power of dependences between the level of contentment and 2 development variables and between the level of satisfaction and the same variables were identified. All of the analysed dependences were statistically significant. The strongest dependence existed between the level of contentment and the feelings related to the work.

8

Poziom zadowolenia pracowników w kontekście relacyjnych aspektów klimatu organizacyjnego

Baruk A.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2014

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z. 73

11--21

PL

W artykule przedstawiono problematykę relacyjnych aspektów klimatu organizacyjnego determinujących poziom zadowolenia odczuwanego przez pracowników. Szczególną uwagę zwrócono na zależności między specyfiką relacji horyzontalnych a odczuwanym przez pracowników zadowoleniem. Na podstawie wyników badań pierwotnych zidentyfikowano opinie respondentów dotyczące ich zadowolenia oraz odczuć związanych z klimatem organizacyjnym.

EN

In the article the problem of relationship aspects of organizational climate determining the level of employees’ contentment was presented. The special attention was paid to links between horizontal relations and employees’ contentment. On the base of the results of the field researches the respondents’ opinions about their contentment and the organizational climate were identified.

9

Wybór marki a wybór organizacji - wpływ informacji zwrotnej od klienta na jakość usługi

Ząbek J.

Zarządzanie Przedsiębiorstwem

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2014

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Vol. 17, nr 2

34--41

EN

The results of the questionnaire done among the clients of the authorized car service are introduced in the article. The main aim of the article is to show the criteria of the brand choice. The research shows that the experience with the service and other customers recomendations are the most important criteria of choosing the brand. The paper also indicates, in comparison, the criteria which are taken into consideration while making a decision on the choice of authorised car service. Loyalty and the localisa tion turn out to be the most essentainls ones in choosing the organization. This means that loyalty is the key factor in choosing the brand as well as chosing the organization. There is a relationship between the level of customers. satisfaction of authorized car service and the criteria of the brand choice. The research also shows the link between the level of customers. satisfaction with authorized car service and the criteria of the choice of the organization. The research shows that the level of satisfaction, measured by the 1-5 scale (1 = completely dissatisfied, 5 = completely satisfied), is higher if the number of clients who decide to choose the brand and service on the basis of their loyalty with the service is bigger.

10

A satisfied customer - in the light of ISO standards

Šalgovičová J., Urdziková J.

Drewno : prace naukowe, doniesienia, komunikaty

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2009

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vol. 52, nr 182

83-90

EN

This paper focuses upon the significance and position of customer as a driver of success of organisations not only from the wood industry. At the same time, it emphasises the position of business entity in relation to the customer and stresses the variety of customer purchasing habits. It focuses upon the importance of a comprehensive and systematic approach to resolving complaints and claims within organisations. The article was written within the framework of Institutional project No. 1/0290/09 "Integrated Communication of the Quality-Oriented Organisation" and the institutional project entitled "Distance Education in the Quality of production, customer protection and market surveillance".

PL

Przedstawiono znaczenie i pozycję klienta, jako siły napędowej sukcesu, nie tylko w przemyśle drzewnym, oraz podkreślono pozycję podmiotu gospodarczego w relacji z klientem. Skoncentrowano się na znaczeniu wszechstronnego podejścia do załatwiania w zgłaszanych reklamacji i roszczeń.

11

Wykorzystanie metody servqual do oceny jakości usług bankowych

Gębczyńska A., Krzemień E., Zagajska K.

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2004

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z. 19

117-129

PL

Jakość usług odzwierciedla poziom spełniania potrzeb klienta. Jest ona utożsamiana z satysfakcją nabywcy. Istnieje wiele metod umożliwiających dokonanie pomiaru zadowolenia nabywcy. W publikacji zostanie przedstawiona jedna z nich, a mianowicie metoda Servqual. Istota tej metody polega na obliczeniu różnicy pomiędzy jakością oczekiwaną przez nabywcę a dostarczoną przez usługodawcę. W tym celu wykorzystuje się odpowiednio zbudowany kwestionariusz ankiety, który umożliwia zbadanie potrzeb klientów i ich realizację przez usługodawcę. Informacje uzyskane z metody Servqual zostaną zaprezentowane w macierzy istotność-realizacja.

EN

Service quality reflect the level of to meet customer needs. It is identify with customer satisfaction. There are amny methods we can use for measurement customer satisfaction in this article we will present one of them, this is Servqual method. The aim of this method is count the difference between customers expectations and perceived service. In this aim we use the suitable questionnaire which study customers needs and their realisation. The information gathering with Servqual method we can present in importance-performance matrix.