Wyniki wyszukiwania - BazTech

1

Wykorzystanie nanomateriałów w inteligentnym sprzęcie sportowym

Min Mao, Baobin Duan

Przemysł Chemiczny

|

2024

|

T. 103, nr 4

529--533

PL

Nanomateriały zostały z powodzeniem zastosowane w sprzęcie fitness, inteligentnych bieżniach i obiektach sportowych. Potwierdzono odporność na zużycie i korozję, zdolność do samooczyszczania i wysoką czułość nanomateriałów. Technologia nanopowlekania poprawiła odporność na zużycie i trwałość inteligentnego sprzętu fitness. Technologia nanosensoryczna zastosowana w inteligentnych bieżniach zapewniła sportowcom precyzyjne informacje zwrotne dotyczące treningu. Kompleksowe zastosowanie nanotechnologii w inteligentnych obiektach sportowych zaowocowało poprawą sprawności operacyjnej i lepszym doświadczeniem użytkownika.

EN

Nanomaterials were successfully applied in fitness equipment, intelligent runways and sport venues. Wear and corrosion resistance, self-cleaning ability and high sensitivity of nanomaterials were confirmed. The nanocoating technol. improved the wear resistance and longevity of intelligent fitness equipment. In particular, the nanosensing technol. incorporated into intelligent runways provided athletes with precise training feedback. The comprehensive application of nanotechnol. in intelligent sport venues resulted in improving operational efficiency and an enhanced user experience.

2

Strategy for the implementation of transport processes toward improving services

Łukasik Zbigniew, Kuśmińska-Fijałkowska Aldona, Olszańska Sylwia

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2023

|

z. 118

173--193

EN

The current situation in the commodities market has forced suppliers to change their ways of satisfying customer needs. The supply chain aims to deliver raw materials, semi-finished products and finished products to the right place at the right time, incurring the lowest costs. Therefore, high-quality transport services have become indispensable in competing with other entities, enterprises are guided by the timeliness of deliveries in the Just-in-Time and Door-to-Door systems, and the costs incurred. Hence, to ensure that the pursued actions are implemented effectively, it is imperative to apply a process strategy comprising a characteristic component of the transport process management that would have a significant impact on the improvement of the services provided. In this paper, the authors conducted research on a real object of cargo transport on fixed routes and established a concept of streamlining the transport processes carried out at a company. The improvement concept proposed by the authors permits the minimization of the time of loading operations on routes related to a specific load. The result is a reduced total time of cargo transport, which offers the possibility of taking more orders at the studied company.

3

Passengers’ satisfaction with the Lagos shuttle train services, Lagos, Nigeria

Olojede Olorunfemi Ayodeji, Folorunso Sikiru Akintunde, Popoola Adewale Sheyi, Oladeji Peter Bolaji, Akintifonbo Olamide, Odeyemi Damilare Jeremiah

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2023

|

z. 120

215--231

EN

The study assessed passengers’ satisfaction with the services of the Lagos Shuttle Train Services in Lagos, Nigeria. Two types of train, the Mass Transit Train (MTT) and the Diesel Multiple Unit (DMU), were covered. Using multistage sampling, 246 passengers were surveyed. It was found that the DMU passengers had higher socioeconomic profiles; the overall condition of the DMU was also better. Further analyses reveal that passengers’ satisfaction differed for the train types: the MTT passengers were more particular about the operational environment, while the DMU passengers were concerned with both physical characteristics and the operational environment. Generally, passengers were satisfied with accessibility, coverage, fare, safety at station and onboard, security at station, and security of luggage; however, the Lagos Shuttle Train Services was found wanting on several key indicators. Recommendations are proffered towards enhancing the service quality of the Lagos Shuttle Train Services.

4

Optimizing transportation systems and mitigating risks: a comprehensive analysis of distribution supply chain challenges

Benallou Imane, Azmani Abdelah, Azmani Monir, Atik El Ftouh Mouna

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2023

|

z. 121

19--30

EN

The effectiveness of the transportation system aids in the successful economic development of any nation, as studies by foreign scientists have shown that road transport is one of the most critical contributors to budget revenue. Nevertheless, the quality of the products and services offered to the end user affects any company's reputation, market share, and financial stability. Being proactive is essential to ensuring low-risk impact, which entails developing a risk management plan to support the operation through well-defined policies and practices. On the one hand, the company will thus be able to differentiate itself in an often competitive market by implementing an effective shipping protocol that considers and plans risks; on the other hand, it will guarantee its customers a timely delivery, as planned. This article focuses on the various problems affecting the distribution supply chain and the negative consequences for the company's image and financial performance.

5

Scores and opinions about car maintenance and repair shops as an example of word-of-mouth marketing in digital social networks

Lotko Aleksander

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2023

|

z. 169

479--496

EN

Purpose: Identification of scores and opinions about licensed car maintenance and repair shops in Radom on the basis of the word-of-mouth message in digital social networks. Design/methodology/approach: Licensed car maintenance and repair shops located in Radom were selected for the research. There are 20 of them. In order to identify a word-of-mouth message about them, data available in Google Maps were used – both numerical scores and opinions. Total amount of 3561 entries was considered. A mixed quantitative-qualitative approach was assumed: the statistics of scores were analysed quantitatively, while the content of the posted opinions was analysed qualitatively. Findings: Average scores for all car maintenance and repair shops are included in the interval <4,0; 4,6>. The total weighted average score is 4,3. A sharp polarization among opinions was stated, resulting in dividing them into two groups: clearly positive and clearly negative ones. On one hand, opinions encompassing substantive marks of overall high service level, professionalism, competence and quickness in delivering services, contact and information, as well as friendly atmosphere and staff friendliness dominate among the positive ones. They are often posted by loyal customers, who repeatedly take advantage of the services. On the other hand, clearly emotional opinions, expressed as a result of a single incident of not fulfilling customer expectations in a blatant way or neglecting them dominate among negative ones. Research limitations/implications: Research concerning a limited geographical region. Research should be treated as a pilotage. Practical implications: Information concerning scores and opinions about car maintenance and repair shops can make a starting point for identifying the areas of service quality which demand improvement. Originality/value: An innovative assessment of service quality in car maintenance and repair shops performed with the use of word-of-mouth data available in a digital social network.

6

Passengers’ perceptions of the service quality and operation of a bus rapid transit system (Trans Semarang) in Semarang, Indonesia

Simangunsong Ruth Elgiana Ester, Rakhmatulloh Anita Ratnasari, Dewi Diah Intan Kusumo, Adrie Fadhilah Maretha, Nugraheni Dinar Mutiara Kusumo

Transport Problems

|

2023

|

T. 18, z. 1

143--156

EN

The increasing population in urban areas has expanded the role of the transportation system to meet people’s mobility needs in developing countries. Since the demand for transportation services is proliferating, bus rapid transit (BRT) offers the opportunity to create a high-quality mass transit system in developing countries. The presence of BRT Trans Semarang, however, has not yet become a solution to city traffic problems since the transit system and its operation are not yet implemented. This study aims to explore the service quality and operation of BRT based on observations and passengers’ viewpoints at the BRT shelter, which is located in the central business district. The method of the research is a statistical descriptive and qualitative analysis using variables from passengers’ perspectives and observations on bus operation. The result shows that the capacity of the transit shelter, the interval between bus arrivals, bus dwell times, and BRT infrastructures (door size) are the most influential variables on passengers’ satisfaction. Furthermore, from the operation point of view, users’ trip destinations and maximum delay times are considered important for the improvement of BRT service.

7

Proposal of the e-services quality scale – preliminary results

Ingaldi Manuela

System Safety : Human - Technical Facility - Environment

|

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.

8

Skorelowanie metryk QoS dla usługi przeglądania stron internetowych w sieciach mobilnych LTE

Zmysłowski Dariusz, Kelner Jan M.

Przegląd Telekomunikacyjny + Wiadomości Telekomunikacyjne

|

2023

|

nr 4

61--64

PL

Nowoczesne sieci komórkowe zapewniają do stęp do różnorodnych usług. Z jednej strony operatorzy sieci komórkowych (MNO) są zobowiązani do zapewnienia odpowiedniego zasięgu sieci. Z drugiej strony usługi powinny być świadczone na odpowiednim poziomie. W tym artykule przedstawiamy analizę korelacyjną metryk jakości usług (QoS) i parametrów sygnału radiowego dla scenariusza przeglądania stron internetowych. Niniejsze badanie bazują na kampanii pomiarowej przeprowadzonej w okolicach Warszawy dla dwóch MNO.

EN

Modern mobile networks provide access to a variety of services. On the one hand, mobile network operators (MNOs) are required to ensure adequate network coverage. On the other hand, the provided services should be performed at an appropriate level. This paper presents a correlation analysis of quality of service (QoS) metrics and radio signal parameters for a web browsing scenario. This research is based on the measurement campaign carried out in the vicinity of Warsaw for two MNOs.

9

Measuring quality perception of public services: customer-oriented approach

Butkus Mindaugas, Rakauskiene Ona Grazina, Bartuseviciene Ilona, Stasiukynas Andrius, Volodzkiene Lina, Dargenyte-Kacileviciene Laura

Engineering Management in Production and Services

|

2023

|

Vol. 15, no. 2

96--116

EN

The focus of this research is on assessing the perception of public service quality through a customer-centred approach. Public service quality comprises multiple factors that are prioritised differently by customers. Therefore, the study aims to conduct a literature review to identify the primary quality dimensions of public services and evaluate the heterogeneity of their perception within the context of Lithuania. The research measures the user perceptions of public service quality. The literature review allowed for identifying service quality indicators and grouping them into dimensions based on unifying characteristics. Such identification of service quality dimensions grounded the research methodology. An adapted SERVQUAL model was used to analyse data collected by a survey to interview customers of Lithuanian public service organisations. Logit and probit models were applied to examine the effect of sociodemographic characteristics and the type of service on customer perceptions of different quality aspects of the provided public services. Explored heterogeneity of attitudes and detailed analysis of socio-demographic factors revealed that women with higher education are the most satisfied users of public services, while less educated men usually have a negative attitude towards the quality of public services. The study confirmed that marital status and income level are not related to customer satisfaction with service quality. Although gender, age, family size, education level, and employment status explain heterogeneity in customer satisfaction, they still account for only a small amount of variance compared to the place of residence and type of service. The study is a significant contribution to the field of service engineering as it introduces a systematic approach to the development of service quality, incorporating models and methods that enable the assessment of service quality and efficiency. The literature review has identified several research gaps related to public service quality, including a lack of research on general public services and areas such as tourism, real estate management, fire protection and rescue.

10

Wrocław public transport passengers’ satisfaction survey by means of CSI and IPA

Dziaduch Izabela

Ekonomia i Środowisko

|

2023

|

nr 1

149--171

EN

The purpose of this paper was to assess the level of satisfaction of passengers using public transport services in Wrocław and to identify the quality characteristics that the service provider needs to improve if it wants to increase the overall quality of its services. The passenger satisfaction survey was conducted according to the stages of the developed procedure outlined in the article. In pursuit of the stated goal, CSI and IPA were used. The main measurement tool used was a survey questionnaire. The survey was conducted on a sample of 500 respondents, which allows us to trust the results at 95%, assuming an “estimation error” of ± 5%. A total of 14 transport demands were selected to evaluate the level of satisfaction of passengers using services provided by MPK Wrocław. Statistical analysis of the data was carried out using Statistica 13.3 software and using functions and commands available in Microsoft Excel. The results obtained allowed us to conduct a detailed analysis related to the level of the services quality of the Wrocław’s public transport. These results should be used by urban transport organisers and operators to shape their transport offerings, primarily in terms of increasing the quality of transport services. This is very important since it is, among other things, the quality of public mass transport that determines the quality of life of residents, as well as the conditions for economic development of the transport network.

PL

Celem artykułu jest ocena poziomu satysfakcji pasażerów korzystających z usług komunikacji miejskiej we Wrocławiu oraz wskazanie cech jakości, które usługodawca musi poprawić, jeśli chce zwiększyć ogólną jakość świadczonych przez siebie usług. Badanie satysfakcji pasażerów zostało przeprowadzone zgodnie z przedstawionymi w artykule etapami procedury. Dążąc do realizacji przyjętego celu, zastosowano - CSI i IPA. Głównym narzędziem pomiarowym, który zastosowano, był kwestionariusz ankietowy. Badania przeprowadzono na próbie 500 respondentów, co pozwala ufać wynikom na 95% przy założeniu błędu oszacowania na poziomie ± 5%. Ogółem do oceny poziomu satysfakcji pasażerów korzystających z usług świadczonych przez MPK Wrocław wybrano 14 postulatów przewozowych. Respondenci oceniali następujące cechy jakości usług komunikacji miejskiej: dostępność przestrzenna, częstotliwość połączeń, regularność odjazdów, bezpośredniość podróży, prędkość podróży, punktualność odjazdów, niezawodność podróży, czas podróży, bezpieczeństwo, dostępność informacji, koszt podróży, komfort podróży, integracja oraz koszt inwestycji. Statystyczną analizę danych przeprowadzono za pomocą oprogramowania Statistica 13.3 oraz przy użyciu funkcji i poleceń dostępnych w programie Microsoft Excel. Otrzymane wyniki pozwoliły na przeprowadzenie szczegółowej analizy związanej z poziomem jakości usługi. Wyniki te powinny być wykorzystane przez organizatorów i operatorów transportu miejskiego do kształtowania oferty przewozowej, przede wszystkim w aspekcie zwiększenia jakości usług przewozowych. Jest to bardzo istotne, gdyż to właśnie między innymi jakość systemu transportowego decyduje o jakości życia mieszkańców, a także o warunkach rozwoju gospodarczego obszaru objętego planem transportowym.

11

Evaluating users’ satisfaction in public transit service: a case of Addis Ababa city, Ethiopia

Girma Mulugeta, Woldetensae Berhanu

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2022

|

z. 114

15--30

EN

Rapid urbanization has resulted in a slew of issues, including urban transportation, in most emerging countries' cities. Public transportation provides transportation for the community and plays an important role in the daily lives of the city's citizens, particularly the urban poor, by reducing travel costs and providing job opportunities. Thus, evaluating public bus service performance from the perspective of users is critical for identifying service operators' strengths and deficiencies. Consequently, the primary goal of this research is to determine the level of consumer satisfaction with public bus service in the city and identify the most important factors that influence satisfaction. Hence, a survey was carried out between December and January 2020. Stratified sampling approaches were used to obtain data from 500 travelers. Factor analysis and customer satisfaction index were used to analyze the data collected. Lastly, the findings show that users were quietly satisfied (0.54) with the quality of the bus services supplied in the city. Moreover, travelers were better satisfied with attributes that related to availability (0.64) and less satisfied with attributes under timeliness (0.50) and security (0.48). Therefore, service operators and other concerned stakeholders should give urgent attention to attributes under timeliness and security to enhance users’ satisfaction in the provision of bus service in the city.

12

Comparative analysis of the weight and quality of urban bus transport services: a case study of Baku

Dashdamirov Fuad, Javadli Ulvi, Verdiyev Turan

Zeszyty Naukowe. Transport / Politechnika Śląska

|

2022

|

z. 116

99--111

EN

With the growth of the population and the expansion of the territory of large cities, certain difficulties arise in meeting the needs of passengers for transportation. This article studied the satisfaction of users with the city's public transport system, especially the bus transport. Thus, a survey was conducted among passengers in Baku to assess their satisfaction with public transport. The survey covered all districts of Baku in general. The study was conducted in October 2021. The questions were aimed at identifying the weight, reasons for preferring the different types of public transport, the level of satisfaction of the population with these types, assessing the quality of services and the lack of urban bus transport. The level of satisfaction of survey participants with the work of public transport by gender and age groups was determined. Subsequently, this study showed that most of the population movements are carried out by bus transport. The analysis revealed factors that reduce the quality of service on bus routes. In addition, it examined the reasons why the population chose the bus transport, the shortcomings of the bus transport, the effectiveness of dedicated bus lanes, and attitudes toward the use of alternative public transport. Summarily, this study was passenger service to increase passenger satisfaction toward attracting more people to public transport.

13

Communication with patients and the quality of medical services (on the example of handling patients at the reception desk)

Bsoul-Kopowska Magdalena

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

|

2022

|

z. 159

53--66

EN

Purpose: The communication between a patient and the staff of a clinic's reception desk forms the patient's ideas and opinions about the entire health care facility. The purpose of this article was to analyze the assessment of the level of service provided by selected private health care facilities, on the example of handling the patient at the reception desk. Design/methodology/approach: The SERVQUAL service quality assessment method has been used in the research. The research was carried out in seven private health care facilities located in the Silesian Voivodship, in the cities with a population of between 100,000 and 250,000. 220 patients have been surveyed. The survey consisted of two questionnaires, a section concerning the determination of the weights of specific criteria and the section with demographic questions. Both surveys included 22 statements each, and there were also 4 demographic questions included. The assessments were made by giving points on the Likert scale of 1-7. The study was carried out from January to March 2022. Findings: The conducted analysis of the level of the studied service allowed for identifying key areas that require corrective actions. The biggest gaps between patient assessments and expectations concern such aspects as: response time, reliability, and empathy. Research limitations/implications: Due to the fact that the worst-rated areas are closely related to communication, it is advisable to take corrective actions on the part of management as soon as possible. It is also advisable to conduct a study on the diagnosis of errors made in patient’s service during registration on the example of other health care entities. Practical implications: The application of the SERVQUAL method enabled to diagnose the expected and obtained quality level of the tested service in the opinion of patients of selected NZOZs. Social implications: The results of the conducted research confirm that effective and efficient use of communication in the process of providing health care services influences the maximization of patients’ satisfaction and, as a result, it requires systematic investments in the development of human potential. Originality/value: In the conducted study, a model of the quality of patients service in reception desk in non-public health care units was proposed. The evaluation criteria were presented in the model in order to diagnose dimensions that are perceived well by the patients and those that, in their opinion, require improvement.

14

Proposal of a tool for the automatic estimation of quality of experience in MPEG-DASH scenarios

Atehortua Johnny, Muñoz Wilmar Yesid Campo, Golondrino Gabriel Elías Chanchí

Przegląd Elektrotechniczny

|

2022

|

R. 98, nr 8

139--145

EN

Service providers must be able to identify the quality perceived by users through data networks, which is the quality of experience (QoE) required to take the necessary actions to provide a service that meets the user’s expectations. Therefore, this article proposes a tool for estimating the subjective QoE from objective parameters of the quality of service (QoS) for the video streaming supported by MPEG-DASH (Moving Picture Experts Group- Dynamic Adaptive Strea.

PL

Dostawcy usług muszą być w stanie określić jakość postrzeganą przez użytkowników za pośrednictwem sieci danych, czyli jakość doświadczenia (QoE) wymaganą do podjęcia niezbędnych działań w celu świadczenia usługi spełniającej oczekiwania użytkownika. Dlatego w niniejszym artykule zaproponowano narzędzie do szacowania subiektywnego QoE na podstawie obiektywnych parametrów jakości usług (QoS) dla strumieniowego przesyłania wideo obsługiwanego przez MPEG-DASH (Moving Picture Experts Group - Dynamic Adaptive Streaming over HTTP). W przyszłych pracach proponujemy ekstrapolację opracowanego narzędzia na usługi wideo na żądanie w różnych kontekstach aplikacji.

15

Improvement and evaluation of the financial (accounting) services quality in the era of SARS-COV-2

Bagińska Izabela

Production Engineering Archives

|

2022

|

Vol. 28, Iss. 3

283--288

EN

The changes brought about by the spread of COVID-19 require from entrepreneurs a new approach to the way they manage their businesses. Accounting offices are also facing a major challenge these days. In addition to the constant changes in tax regulations and the implementation of many new provisions concerning anti-crisis shields, the way of customer service in accounting offices has also changed as they had to adapt to the new reality. The aim of this article is to present the importance of improving the quality of accounting services in the pandemic era. The first part of the paper includes the scope of services and theoretical aspects of customer service in accounting offices in the era of SARS-CoV-2 as well as the characteristics of the concept of quality. Subsequently, the results of an anonymous survey conducted among entrepreneurs who are clients of accounting offices are presented, which contributed to the formulation of conclusions on the significance of customer service quality in accounting offices. The article highlights the significant changes in the way tasks are performed in accounting firms and financial departments. Among the modern methods of providing accounting services, two have been selected which (according to the respondents) will significantly effect on the service providing quality (in particular by limiting personal contact of contractors).

16

Study on the improvement of medical service quality in Beijing’s Tianqiao Community Health Service Centre

He Qiong, Li Qixiao, Chen Jindong

Engineering Management in Production and Services

|

2022

|

Vol. 14, no. 4

61--76

EN

Within the context of the COVID-19 pandemic, community-level medical institutions as health service centres have been gaining importance in the medical reform expansion. As prior research has not fully addressed how to index and evaluate the quality of medical service, this article proposes a framework based on the service quality gap theory and the three-faceted “structure–process–outcome” quality evaluation theory. The study took the medical services at Beijing’s Tianqiao Community Health Service Centre as an example to construct an index system for medical service quality evaluations. Data was collected from 211 people, and SPSS software was used for data processing and analysis. Due to the COVID-19 pandemic, patients without serious diseases tend to choose community hospitals to reduce their infection risk. As a result, they have growing requirements for clinics to have more departments and specialists. The studied community health service centre has encountered difficulties connected to low patient expectations, a poor medical environment, outdated hardware and equipment, and a low level of medical services. Some suggestions have been made to add specialised departments and consider the convenience of medical treatment for the elderly.

17

A hybrid optimized resource allocation modelfor multi-cloud environment using batand particle swarm optimization algorithms

Selvapandian D., Santhosh R.

Computer Assisted Methods in Engineering and Science

|

2022

|

Vol. 29, no. 1-2 spec.

87--103

EN

In cloud computing, scheduling and resource allocation are the major factors that definethe overall quality of services. An efficient resource allocation module is required in cloudcomputing since resource allocation in a single cloud environment is a complex process.Whereas resource allocation in a multi-cloud environment further increases the complexityof allocation procedures. Earlier, resources from the multi-cloud environment were allocated based on task requirements. However, it is essential to analyze the present resourceavailability status and resource capability before allocating to the requested tasks. So, inthis research work, a hybrid optimized resource allocation model is presented using bat optimization algorithm and particle swarm optimization algorithm to allocate the resourceconsidering the resource status, distance, bandwidth, and task requirements. Proposedmodel performance is evaluated through simulation and compared with conventional optimization algorithms. For a set of 500 tasks, the proposed approach allocates resourcesin 47 s, with a minimum energy consumption of 200 kWh. Compared to conventionalapproaches, the performance of the proposed model is much better in terms of deadlinemissed tasks, resource requirement, energy consumption, and allocation time.

18

Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

Saricam Canan

Autex Research Journal

|

2022

|

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.

19

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

Ingaldi Manuela, Brožovà Silvie

Quality Production Improvement - QPI

|

2021

|

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.

20

The importance of telematic information and logistics indicators for the management of the quality of transport services

Sałek Robert

Production Engineering Archives

|

2021

|

Vol. 27, Iss. 3

176--183

EN

Transport companies, whose activities have a significant impact on the economy of the whole of Europe, constantly face new market challenges. The high demand for transport services, even in the time of the Covid-19 pandemic, and the introduction of new regulations by the European Union authorities mean that these enterprises have to increase their efforts on competitive foreign markets. Telematics systems play a crucial role in this battle as they enable the acquisition and processing of data characterizing processes in road transport. In this article, the author undertakes the issue of logistic indicators in theoretical frames, as well as their classification and characteristics as the main source of information about processes. This is followed by the analysis of data obtained from a transport company using a telematics system to manage transport processes in the context of ensuring the quality of services. The aim of the study is to demonstrate the significance of selected logistics indicators in terms of improving the quality of transport services. Statistical analysis is used to study the relationships and impact of individual measures in 2019-2020 as a forecasting tool. The result of the research is finding an appropriate link between the measures and using this knowledge as an opportunity to improve the quality of services.