Wyniki wyszukiwania - BazTech

1

Complaint analysis as a tool for product improvement: a case study of baby stroller manufacturing

Chwist Katarzyna, Ingaldi Manuela

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2024

|

z. 195

9--29

EN

Purpose: A significant source of information regarding product quality for a company is the complaints lodged by customers. The analysis of complaints can provide the company with valuable insights. Therefore, the objective of this study is to analyze complaints from a one-month period within a company manufacturing baby strollers. The analysis of complaints was conducted to identify areas within the studied company where discrepancies occur, enabling appropriate corrective actions to be implemented. Design/methodology/approach: The Pareto chart was utilized to conduct the analysis of complaints, illustrating the group of most significant issues. To delve into the root cause of the problem, a task force team employed the 5 Whys method. In the article, based on conducted literature reviews, a theoretical description of quality management tools and methods such as the Pareto chart, the 5 Whys method, Kaizen philosophy, teamwork, and additionally, information regarding product quality and safety can be found. Findings: During the course of our work, the source of failures within the company was identified. The major issue turned out to be haste, affecting both the production staff and an external company collaborating with the enterprise. As part of the corrective actions, a motivational system was implemented for employees, and piecework norms were established within the company. Additionally, an innovative solution was applied in the examined enterprise through the design and creation of pattern books for inter-process control within the company and final inspection at the crossbar flat supplier. The proposed problem-solving methods within the enterprise can be applicable for future endeavors. Research limitations/implications: The study was conducted over a short period of time due to the urgent need to address existing issues within the company. It can be inferred that if a longer time frame were taken into account, it would be possible to identify additional causes of discrepancies. Originality/value: The obtained results can serve as a valuable source of information for other companies manufacturing baby strollers, which are seeking to their own issues.

2

Management of the Special Processes – An Experimental Study of Bent Reinforced Concrete Beams

Michałowska-Maziejuk Dorota, Klimecka-Tatar Dorota, Ingaldi Manuela, Kaczmarska Bożena, Czajkowska Agnieszka

Advances in Science and Technology. Research Journal

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2024

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Vol. 18, no 2

248--265

EN

The article presents an analysis of the results obtained from the testing of simply supported reinforced concrete beams subjected to four-point bending. The beams, with two levels of steel reinforcement (ρs1=1.26%, ρs2=0.71%), and dimensions of 0.12x0.30x3.30m, were subjected to loading involving a sudden increase in force with multiple unloading cycles to zero. The study included comparative analysis of deflection results obtained from experimental tests (calculated based on the curvature of the element and readings from measurement devices) with deflection values obtained through calculations based on two selected standards. Real values of ultimate bending moments were also compared with theoretical values. Additionally, compressive strength tests were conducted on eight cubic concrete specimens with a side length of b=150mm, obtained for each concrete batch. They constitute accompanying studies. Using standard procedures, strength and statistical parameters were estimated and evaluated, taking into account the assessment of the quality of the concrete production used to make the reinforced concrete beams. Ensuring compliance with the process of producing full-sized reinforced concrete beams with existing standard procedures, as well as attention to the quality of concrete production, contributed to achieving satisfactory results in the experimental tests. Knowledge about the impact of loading on mechanical properties enables effective management of factors shaping quality to obtain a construction material with optimal parameters.

3

Hydrome-metallurgical waste management: Turning metal-enriched waste into valuable resources

Brožová Silvie, Brož Jiří, Ingaldi Manuela

Zeszyty Naukowe Akademii Morskiej w Szczecinie

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2023

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nr 75 (147)

107-113

EN

The convergence of hydrometallurgical waste management and the principles of the circular economy holds immense potential for addressing the challenges posed by metal-enriched waste. By turning waste into valuable resources through efficient metal extraction, this approach not only aligns with sustainable development goals but also contributes to the conservation of resources, reduction of waste, and the promotion of economic and environmental well-being. This article deals with the further possibilities of processing metal-bearing wastes in the form of steel drifts via hydrometallurgy. The main part of this research focuses on the development of suitable technology for the leaching of steel flakes to obtain selected non-ferrous metals, mainly zinc and lead, for economic and environmental reasons. Laboratory experiments are carried out to verify a suitable leaching agent in the form of high-temperature acid leaching, neutralizing leaching, and magnetic separation verified in lead seals. From the results of the experiments, a suitable technology for processing steel fumes is proposed.

4

Proposal of the e-services quality scale – preliminary results

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

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2023

|

Vol. 5, iss. 1

160--171

EN

Quality plays a crucial role in both e-commerce and online stores because customers expect not only convenient shopping but also satisfaction with products and services. High-quality services and products contribute to increased customer loyalty and the establishment of a positive company image in the competitive online market. In the case of e-commerce, the main attributes considered when evaluating quality are those related to the functioning of the website through which the customer orders products. The main goal of the study was an attempt to compile attributes that would reflect the quality of a specific e-service, especially an e-commerce store, and influence customer satisfaction. Based on the list of attributes, an effort was made to identify those most important to customers. The research results, the importance of individual attributes and groups, further demonstrate what customers pay particular attention to in e-shops and what matters to them. Emphasizing the fulfillment of these attributes is crucial.

5

Determination of the linear correlation coefficient between Young’s modulus and the compressive strength in fibre-reinforced concrete based on experimental studies

Czajkowska Agnieszka, Raczkiewicz Wioletta, Ingaldi Manuela

Production Engineering Archives

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2023

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Vol. 29, Iss. 3

298-297

EN

The test procedures for determining Young's modulus in concrete are complicated and time-consuming. Therefore, attempts to search for alternative methods of its determination are not surprising. The relationship between the value of compressive strength and Young's modulus in concrete is known. However, the strength of this relationship in fibre-reinforced concrete has not been exactly described. The article attempts to investigate the strength of the correlation between Young’s modulus and the compressive strength of fibre-reinforced concrete. The influence of the amount of fibres on this relationship was also checked. Two types of specimen were used for the tests. The specimens differed in the content of steel fibres, 0.25% and 0.50%, respectively. In order to determine the correlation relationship, the method of linear regression and the coefficient of linear correlation were used. The use of the determination coefficient allowed us to examine the degree of explanation of one variable by another.

6

Analysis of the survey results on the pro-ecological awareness of young people in the aspect of sustainable development

Czajkowska Agnieszka, Ingaldi Manuela

Management Systems in Production Engineering

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2023

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nr 3 (31)

312--321

EN

The objective of this paper is to propose effective methods to implement sustainable development principles among young people, both in schools and universities. The authors of this article recognize the significant potential among young individuals whose actions and choices have a substantial impact on the environment. By analyzing the knowledge and behaviors of young people towards sustainable development and environmental protection, based on surveys conducted among pupils and students from the south-eastern region of Poland, this paper identifies gaps that require improvement and proposes actions aimed at raising pro-ecological awareness among the youth. The analysis revealed that only 25% of the respondents have heard about the "Agenda for Sustainable Development – 2030", 20% were familiar with the goals of sustainable development, and few have participated in initiatives for sustainable development. However, 58% of respondents claimed to engage in activities for environmental protection in their daily lives. The article also presents the degree of compliance with the assumptions of the 2030 Agenda for Sustainable Development on both global and local scales. Furthermore, the paper analyzes two aspects of students' awareness of sustainable development: their knowledge of goals and documents, and their pro-ecological behavior in daily life. Based on the findings, this paper proposes ways to introduce sustainable development principles in selected areas of school and university functioning to enhance ecological awareness and shape pro-ecological attitudes among young people. Concrete actions to facilitate implementation are also suggested.

7

Identyfikacja zagrożeń w środowisku pracy za pomocą list kontrolnych

Ingaldi Manuela, Grodecki Adam

Archiwum Wiedzy Inżynierskiej

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2023

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T. 8, Nr 1

3--5

PL

Niniejszy artykuł przedstawia tematykę identyfikacji zagrożeń środowiska pracy za pomocą listy kontrolnej. Formy kontroli na terenie krajów unii europejskiej nie są jasno sprecyzowane z wykorzystaniem jakich narzędzi mają zostać one wykonane. Istnieje wiele form prowadzenia stanu bezpieczeństwa i higieny pracy, które mogą zostać wykorzystanie do badania ryzyka występującego na danym stanowisku pracy. Jedną z form wykorzystywanych jest lista kontrolną. Prawidłowo skonstruowana lista kontrolna powinna zawierać odpowiednio sformułowane pytania, które jasno wykazują niezgodności w procesach pracy na poszczególnych stanowiskach. Zmienność doboru pytań uwarunkowana jest charakterem prowadzanych prac oraz zagrożeń na stanowiskach pracy w danym przedsiębiorstwie lub organizacji. Aby listy kontrolne aby były jak najbardziej dopasowane do danego stanowiska pracy muszą podlegać częstej aktualizacji celem dążenia do zmniejszania ryzyka pracy co w konsekwencji zmniejsza również ryzyko wystąpienia wypadku przy pracy lub sytuacji potencjalnej wypadkowej.

EN

This article presents the topic of identifying the hazards of the working environment by means of a checklist. Forms of inspections within the European Union countries are not clearly specified with what tools they are to be performed. There are many forms of conducting the state of occupational health and safety, which can be used to study the risks present at the workplace. One form used is the checklist. A properly constructed checklist should contain appropriately formulated questions that clearly demonstrate inconsistencies in the work processes of each position. Variability in the selection of questions is determined by the nature of the work carried out and the hazards at the workstations in a particular company or organization. In order for the checklists to be the most suitable for a particular workstation, they must be subject to frequent updating in order to strive to reduce the risk of work, which consequently also reduces the risk of an accident at work or a potential accident situation.

8

Customer’s reviews on the internet - possibility of promotion or a threat for enterprises

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

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2022

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Vol. 4, nr 1

205-216

EN

Nowadays, many customers start looking for their dream product or service by reading reviews published about them on the Internet. The universal process of digitization and easy access to the Internet allowed for the development of this type of information source. The problem is how to classify this phenomenon, whether the reviews published on the Internet are free advertising for a given enterprise or rather a threat related to the negative attitude of customers. The aim of this paper is to analyze the respondents' approach to publishing reviews on the products and services they purchased. The author wanted to check whether the respondents had will to share their reviews with other Internet users, why they wrote such reviews, if they wrote more often positive or negative reviews. A short online survey, which was published in the period January 2021 - June 2021, was used as a source of information. The respondents were people using both traditional shops and e-shops who wanted to share their experience in writing reviews on the Internet.

9

E-service quality assessment according to hierarchical service quality models

Ingaldi Manuela

Management Systems in Production Engineering

|

2022

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nr 4 (30)

311--318

EN

E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality, which in their structure indicate the areas of assessment. This allowed for the construction of the author’s hierarchical model of e-services and for making a list of attributes that were used in further research. On the example of the clothing e-shop, an analysis of the provided services was made, taking into account the opinions of its customers. The Importance Performance Analysis (IPA) was selected as the basis for conducting the survey research and analyzing its results, which facilitates the commenting of the obtained results. The research allowed to indicate the strengths and weaknesses of the examined e-shop, but also to identify areas requiring improvement in order to increase the quality of the offered services, as well as the customers satisfaction.

10

Social awareness and responsibility in context of Polish service companies

Ingaldi Manuela, Brožovà Silvie, Zhuravskaya Marina

System Safety : Human - Technical Facility - Environment

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2021

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Vol. 3, nr 1

71--78

EN

The enrichment of the society and the consumptive lifestyle caused that customers buy more and more, having different, often very high requirements as to the purchased products and services. They often do not realize that production of such products requires more and more materials, energy and other means of production. All this leads to high exploitation of the environment. Even if the resources of the natural environment are not exhaustible, they do not keep up with their rebuilding at this pace of exploitation. That is why social awareness and responsibility both of producers and customers play such an important role. They are one of the instruments needed to operate in accordance with the concept of sustainable development. The aim of the research was to examine social awareness and responsibility among customers of service enterprises. The research was conducted with the use of an online survey, which allowed to show whether the customers of such enterprises are interested in the concept of the sustainable development, if they take it into account when using various services. The need for environmental education was indicated, which could strengthen the social awareness and responsibility among Polish customers.

11

Improvement of the providing services process with use of the Sitequal method

Ingaldi Manuela, Brožovà Silvie

Quality Production Improvement - QPI

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2021

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Vol. 3, Iss. 1

17--27

EN

The current market situation has forced enterprises to change the place where they offer their products. Due to the covid-19 restrictions, in order not to lose customers and be able to continue earning money, they had to create or use various types of online platforms and organize e-shops where customers can make purchases without any restrictions. With properly designed and organized platforms, customers can check other customers’ opinions about a given enterprise and its offer, choose what they need, how they want to pay, what type of delivery of the ordered goods they prefer, and they can do it at any time of the day or night and from anywhere with access to the Internet. However, it can be noticed that not all platforms operating on the market meet the expectations of customers, they do not have many functions, and there is even lack of the basic information about the enterprise or contact details. In such a situation, customers are uncertain about the safety of using such a platform, often prefer to use a competitive e-shop. That is why, when assessing the operation of e-shops and the quality of its services, it is necessary to take into account the assessment of the operation of the online platform itself. The aim of the paper is to assess the functioning of the selected internet platform and its operation by customers. The Sitequal method, a variation of the Servqual method, was used during the research. The results of the research helped to show whether the customers were satisfied with the functioning of the platform, what they liked and what they would like to improve. This allowed to indicate the strengths and weaknesses of this platform and possible direction of improvements. The results obtained can form the basis for various types of enterprises to improve their online platforms.

12

Green logistics - modern transportation process technology

Larina Irina Vyacheslavovna, Larin Andrey Nikolaevich, Kiriliuk Olga, Ingaldi Manuela

Production Engineering Archives

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2021

|

Vol. 27, Iss. 3

184--190

EN

Green logistics is the part of the activities of an enterprise aimed at measuring and minimizing the impact of logistics activities on the environment. Such actions are dictated by the possibility of achieving a competitive advantage in the market, because clients require it. Transport is a particularly important area with a huge impact on the environment, because it is identified as the fastest growing source of greenhouse gas emissions. Green transport is low-emission and ecological travelling mode. The goals of green transport are not only to reduce greenhouse gas emissions, air pollution, noise and space use, but also to reduce poverty and promote economic growth. Transport is considered green when it supports environmental sustainability, but also supports the other two pillars of sustainable development, i.e. economic and social. This paper discusses the application of the concept of "green" logistics and "green" technologies in transport in the transportation process. The modern requirements for transport in the field of environmental safety and compliance with environmental requirements both on the part of customers and on the part of states are considered.

13

Assessment of the service provision process as a business process management tool

Ingaldi Manuela

Polish Journal of Management Studies

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2021

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Vol. 23, No. 1

204--223

EN

Among the processes that take place in service enterprises and that determine their results, the service provision process needs special attention. Customers take an active part in it, deciding what the service should look like, and having the option to modify it while it is being providing. Therefore, the course of the service provision process influences how customers perceive a given service, whether they are satisfied, and whether the services quality is at the appropriate level. The development of technology and digitization have resulted in the fact that many customers prefer e-services, shopping online. In this case, the service provision process looks different from the traditional services, and the customers’ participation in this process is even greater. All activities related to ordering the service are performed by them. They base their decisions on own experience or the opinions of other customers. Therefore, when assessing the services quality, the customer largely assesses its provision process. The aim of the paper was to assess the course of the service provision process by customers from various European countries. The results’ analysis was based on the assumptions of the Importance Performance Analysis (IPA). The research allowed not only to assess the service provision process, but also to indicate the attributes that, according to customers, met their expectations and those that cause their dissatisfaction and lower the overall level of service quality, so need potential corrective actions. The research can be used by different e-service enterprises in order to improve their service provision process. The attributes indicated in the work, which are important for customers, should be taken into account by e-shops to improve the quality of the services they provide, and thus affect the level of customer satisfaction.

PL

Wśród procesów zachodzących w przedsiębiorstwach usługowych i determinujących ich wyniki na szczególną uwagę zasługuje proces świadczenia usług. Klienci biorą w nim czynny udział, decydując o tym, jak ma wyglądać usługa i mając możliwość jej modyfikacji w trakcie jej świadczenia. Dlatego też przebieg procesu świadczenia usługi wpływa na to, jak klienci postrzegają daną usługę, czy są zadowoleni i czy jakość usług jest na odpowiednim poziomie. Rozwój technologii i cyfryzacja spowodowały, że wielu klientów preferuje e-usługi, zakupy online. W tym przypadku proces świadczenia usług wygląda inaczej niż w przypadku tradycyjnych usług, a udział klientów w tym procesie jest jeszcze większy. Wszystkie czynności związane z zamówieniem usługi są przez nich wykonywane. Swoje decyzje opierają na własnych doświadczeniach lub opiniach innych klientów. Dlatego oceniając jakość usług, klient w dużej mierze ocenia proces jej świadczenia. Celem artykułu była ocena przebiegu procesu świadczenia usług przez klientów z różnych krajów europejskich. Analiza wyników została oparta na założeniach IPA (Importance Performance Analysis). Badanie pozwoliło nie tylko ocenić proces świadczenia usług, ale także wskazać atrybuty, które zdaniem klientów spełniły ich oczekiwania oraz te, które powodują ich niezadowolenie i obniżają ogólny poziom jakości obsługi, a więc wymagają ewentualnych działań naprawczych. Badania mogą być wykorzystane przez różne przedsiębiorstwa e-usługowe w celu usprawnienia procesu świadczenia usług. Wskazane w pracy atrybuty, które są ważne dla klientów, powinny być brane pod uwagę przez e-sklepy w celu podniesienia jakości świadczonych przez nich usług, a tym samym wpłynąć na poziom zadowolenia klientów.

14

Retail Service Quality Scale (RSQS) as an Example of Quality Service Scale Used in Traditional Trade

Ingaldi Manuela

Multidisciplinary Aspects of Production Engineering

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2021

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Vol. 4, Iss. 1

431--441

EN

We make purchases almost every day. We buy some products very often (e.g. food), others less often (e.g. furniture, car). Shops, selling products to customers, are not their producers, but rather provide them with services (commercial service). It is important that the customer, after making the purchase, is satisfied not only with the product, but also with the purchasing process itself. In order to determine what are the reasons for customer satisfaction or dissatisfaction, it is necessary to assess the quality of services, i.e. the process of making purchases by customers. In the available literature, there are many methods that are used to assess the service quality. However, their use is associated with the need to identify attributes that could well describe the service provision process, but also be a source of knowledge about customer satisfaction. The Retail Service Quality Scale (RSQS) developed by Dabholkar and his colleagues is applicable to assess the quality of services provided by shops, so it can be a ready-made tool that does not require the researchers to define attributes, as would be the case when using traditional methods. The aim of the paper was to assess the quality of operation of a traditional shop using the RSQS methodology. This study was carried out using a paper questionnaire that contained the attributes proposed in the RSQS. The survey was conducted among customers of a selected shop. The analyzed results made it possible to determine the quality level of commercial services provided by the research shop and to indicate its strengths and weaknesses. Additionally, the possibility of using the ready-made RSQS scale to assess the quality of commercial services provided in Polish economic realities was confirmed.

15

Sustainable developement in logistic – a strategy for management in terms of green transport

Klimecka-Tatar Dorota, Ingaldi Manuela, Obrecht Matevž

Management Systems in Production Engineering

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2021

|

nr 2 (29)

91--96

EN

Supply chain management is one of the most important elements of sustainable development. And due to the fact that the world market is driven by supply and demand, and the determinant of access to products is regional and international logistics, this paper focuses on the possibilities of implementing a green transport strategy in the context of sustainable development in logistic enterprises. This paper presents the results of the SWOT analysis pointing out the strengths, weaknesses, opportunities, threats of green vehicles market for the transport enterprises. It was noticed that the situation on the green vehicles market for the transport enterprises is characterized by the advantage of strengths and these strengths should be used to maximize the use of green vehicles. It emphasized that subsidies for green vehicles would allow to invest in a modern fleet, new solutions (e.g. own charging stations) can have an impact on the greater energy efficiency (self-sufficiency), increase of social awareness would force enterprises to take appropriate actions in the field of environmental protection and development of public transport based on green vehicles.

16

Safety of online shopping according to customers

Ingaldi Manuela, Brožova Silvie

System Safety : Human - Technical Facility - Environment

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2020

|

Vol. 2, nr 1

73--81

EN

Customers are more and more deciding to use various types of services via Internet. They make very often different types of purchases. E-commerce is becoming more and more popular and developed. Unfortunately, according to customers, online shopping is not free from problems. Customers are afraid that the ordered goods will not be sent to them, will not meet their expectations, or will be destroyed during transport. An important aspect is also the payment method for this type of shopping. Customers often prefer to pay more to use the option of payment on delivery to avoid losing money if the ordered goods do not be delivered to them. The purpose of the paper is to analyze the safety of services offered via Internet. In the research the customers of different e-shops expressed their opinion on problems that may affect the safety of the offered services. Thanks to the research, it was possible to identify risk areas in accordance with the opinion of customers.

17

Employees' job satisfaction and their work performance as elements influencing work safety

Dziuba Szymon T., Ingaldi Manuela, Zhuravskaya Marina

System Safety : Human - Technical Facility - Environment

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2020

|

Vol. 2, nr 1

18--25

EN

Job satisfaction has a big impact on how an employee performs his job. Both elements have an impact on job safety and employee perception of it. A satisfied employee devotes himself to work, performs orders better, cares for others and for himself. He feels safe in the enterprise. The aim of the paper was to assess employees' job satisfaction and their work performance with use of simply survey. In order to achieve this aim, a survey was conducted among employees of a chosen metallurgical enterprise who were asked to assess level of their job satisfaction. The employees defined their job satisfaction by referring to 20 statements describing this satisfaction and evaluating three factors that were used to compute the satisfaction index. The survey allowed for indication the general level of employee satisfaction.

18

Popularity of e-shops during the COVID-19 pandemic

Ingaldi Manuela, Brožovà Silvie

Quality Production Improvement - QPI

|

2020

|

Vol. 2, Iss. 1

1--10

EN

More and more people decide to use e-shops to buy every-day products. Some people do it once a week, others a few times a year. Different customers buy different products. What's more, it can be noticed that the popularity of e-shops is growing every year. It is influenced by many factors, including lack of time, rush, high competition, convenience of shopping. Due to the appearance of the COVID-19 pandemic, which paralyzed practically the whole world, locked families in homes, customers started buying selected food, cosmetics and chemical products in stationery shops. Many restrictions have been introduced, including shopping restrictions. Many people chose e-shops instead of stationery shops. The purpose of the paper was to check whether the appearance of the COVID-19 pandemic had somehow changed the shopping habits of e-shops' customers. The survey created for of this article was used during the research.

19

A new approach to quality management : conceptual matrix of service attributes

Ingaldi Manuela

Polish Journal of Management Studies

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2020

|

Vol. 22, No. 2

187--200

EN

The assessment of the quality of a given service allows for the identification of its strengths and weaknesses and for its possible improvement. The methods used for this purpose are mainly based on the surveys filled in by customers. In these surveys, the attributes that are to define this quality are listed. The selection of such attributes is one of the most difficult parts of the study. The aim of the article was to collect the most important attributes that can be used to assess the service quality and to classify services according to these attributes. For this purpose, a conceptual matrix of service attributes was created with the division of attributes into four groups: attributes conditioning technical satisfaction, attributes conditioning aesthetic and cultural satisfaction, attributes conditioning satisfaction with the level of safety, and attributes conditioning satisfaction from the social / health point of view. Attributes in the common parts between similar pairs of groups and for all groups together were also distinguished. Services were also classified into individual groups of attributes in accordance with the conceptual matrix of service attributes. Thanks to this it is possible to indicate characteristic features and attributes for individual type of services. It is also possible to indicate representatives of individual groups of attributes. This matrix is a helpful tool facilitating the quality management process, that can be used when conducting research on the quality of services, and its task is to help in the selection of attributes for such research.

PL

Ocena jakości danej usługi pozwala na identyfikację jej mocnych i słabych stron oraz ewentualną poprawę. Stosowane w tym celu metody opierają się głównie na ankietach wypełnianych przez klientów. W tych ankietach wymienione są atrybuty, które mają definiować tę jakość. Dobór takich atrybutów jest jedną z najtrudniejszych części opracowania. Celem artykułu było zebranie najważniejszych atrybutów, które można wykorzystać do oceny jakości usług oraz sklasyfikowanie usług według tych atrybutów. W tym celu stworzono koncepcyjną macierz atrybutów usług z podziałem atrybutów na cztery grupy: atrybuty warunkujące satysfakcję techniczną, atrybuty warunkujące satysfakcję estetyczną i kulturową, atrybuty warunkujące satysfakcję z poziomu bezpieczeństwa oraz atrybuty warunkujące satysfakcję z życia społecznego / zdrowotny punkt widzenia. Wyróżniono również atrybuty w częściach wspólnych między podobnymi parami grup i dla wszystkich grup razem. Usługi zostały również podzielone na poszczególne grupy atrybutów zgodnie z koncepcyjną macierzą atrybutów usług. Dzięki temu możliwe jest wskazanie charakterystycznych cech i atrybutów dla poszczególnych rodzajów usług. Możliwe jest również wskazanie przedstawicieli poszczególnych grup atrybutów. Matryca ta jest pomocnym narzędziem usprawniającym proces zarządzania jakością, które można wykorzystać przy prowadzeniu badań jakości usług, a jej zadaniem jest pomoc w doborze atrybutów do takich badań.

20

Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop

Ingaldi Manuela, Brožová Silvie

Multidisciplinary Aspects of Production Engineering

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2020

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Vol. 3, Iss. 1

374--383

EN

The development of e-commerce and communication technologies has allowed changes in the traditional trading system, currently customers can use both stationery shops and e-shops. People no longer need to leave their homes to go shopping, even everyday groceries. They can use the e-shop at any time of day or night, at home or at work. There are no queues, they can get to know other people’s opinions, compare products and services with each other. They can shop while sitting on the sofa in front of the TV and sipping tea. Shopping can be done in the e-shop up to thousands of kilometers away. Especially in the current Covid-19 pandemic, online shopping has become very popular. The aim of the paper was to assess the quality of services offered by the research e-shop. During the research the Critical Incident Technique (CIT) was used. A direct interview was conducted with the customers of the research e-shop who, after using its services, agreed to share their impressions and opinions. They were supposed to describe incidents or situations related to the research e-shop, which they have in their memory, and which caused special satisfaction or dissatisfaction. The analysis allowed to indicate that less than 50% of the incidents described by the customers were positive incidents that cause customers’ high satisfaction, which is not a good situation for the research e-shop. Improvement actions are needed.