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    Tytuł:
    E-service quality assessment according to hierarchical service quality models
    Autorzy:
    Ingaldi, Manuela
    Powiązania:
    https://bibliotekanauki.pl/articles/27315546.pdf
    Data publikacji:
    2022
    Wydawca:
    STE GROUP
    Tematy:
    e-commerce
    e-service quality
    service quality models
    IPA
    Opis:
    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.
    Źródło:
    Management Systems in Production Engineering; 2022, 4 (30); 311--318
    2299-0461
    Pojawia się w:
    Management Systems in Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Assessment of Customer Satisfaction as an Element Deciding About Enterprises Competitiveness
    Autorzy:
    Ingaldi, M.
    Kotus, M.
    Powiązania:
    https://bibliotekanauki.pl/articles/2064958.pdf
    Data publikacji:
    2018
    Wydawca:
    STE GROUP
    Tematy:
    service quality
    customer's opinion
    CSI
    quality management
    Opis:
    Enterprises which want to ensure a secure and stable market position must constantly look for ways to convince customers (current and potential) that their goods and services are competitive and represent a sufficiently high level of quality, consistent with the their needs. Service enterprises use specific methods and tools to analyze the quality of their services and to be sure that these services are competitive on the market. One of the important elements of such an analysis is the assessment of customer satisfaction. This research should be treated as a key stage in the customer satisfaction management system. Without knowing the customers' expectations, the enterprise is unable to determine what to improve and correct. In this case, the Customer Satisfaction Index (CSI), which not only indicates what to improve, but also shows the level of customer satisfaction, should be used. The purpose of the paper is to assess customer satisfaction in a service point of a known producer of men's clothes. The CSI index and a specially developed survey were used for the research. The questionnaire was filled in by the customers of the research service point after the service delivery. According to the obtained results, individual determinants should be maintained and monitored by the enterprise. The research also identified areas for improvement, i.e. product quality, design and ways of payment. However, the overall CSI score is good, which means that despite few problems with customers' satisfaction, they are satisfied with the research service point.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2018, 1, 1; 657--664
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Retail Service Quality Scale (RSQS) as an Example of Quality Service Scale Used in Traditional Trade
    Autorzy:
    Ingaldi, Manuela
    Powiązania:
    https://bibliotekanauki.pl/articles/2064606.pdf
    Data publikacji:
    2021
    Wydawca:
    STE GROUP
    Tematy:
    RSQS
    service quality
    trade-related service
    traditional trade
    Opis:
    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.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2021, 4, 1; 431--441
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Critical Incident Technique as an Instrument for Assessing the Service Quality in a Chosen E-Shop
    Autorzy:
    Ingaldi, Manuela
    Brožová, Silvie
    Powiązania:
    https://bibliotekanauki.pl/articles/2064873.pdf
    Data publikacji:
    2020
    Wydawca:
    STE GROUP
    Tematy:
    critical incident technique
    service quality
    e-commerce
    Opis:
    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.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2020, 3, 1; 374--383
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Quality Assessment of E-Commerce Service in the Context of Customer Expiriences
    Autorzy:
    Radziszewska, A.
    Powiązania:
    https://bibliotekanauki.pl/articles/2064961.pdf
    Data publikacji:
    2018
    Wydawca:
    STE GROUP
    Tematy:
    e-service quality
    e-commerce
    quality assessment
    customer experiences
    Opis:
    With rapid growth of the Internet, companies adopted the new information and communication technology to offer e-services to their customers. This paper addresses e-service quality issue in the electronic marketplace. Service quality of e-retailers has been recognized as an important factor in determining success of e-commerce ventures. The objective of this research is to develop a theoretical, comprehensive, and measurable framework for assessing the quality of e-commerce services and to indicate factors, which are significant for customers satisfaction and high quality online shopping experiences. This paper reviewed the most recognized evaluation criteria, which are used in different e-commerce websites, and proposes a general comprehensive framework for evaluating the quality of any e-commerce service regarding to two main areas: website features and customer service in e-commerce platform. The detailed list of quality attributes in both assessment areas was derived from the reviewed literature. The survey and analysis described in this paper enable a better understanding of the influence these quality attributes on the main quality assessment categories. The results provide an important foundation for the understanding of quality in e-commerce services that will allow to assess the strengths and weaknesses of each e-commerce service. This paper concludes by discussing the findings of this study and highlighting areas for the future research.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2018, 1, 1; 635--640
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Zalety korzystania z e-administracji z punktu widzenia osób niepełnosprawnych na przykładzie urzędu miejskiego w Katowicach
    Advantages of using e-government from the point of view of the disabled on the example of the Katowice municipal office
    Autorzy:
    Wolniak, R.
    Skotnicka-Zasadzień, B.
    Powiązania:
    https://bibliotekanauki.pl/articles/112816.pdf
    Data publikacji:
    2017
    Wydawca:
    STE GROUP
    Tematy:
    niepełnosprawność
    administracja publiczna
    komunikacja
    jakość usług
    disability
    public administration
    types of disability
    communication
    service quality
    Opis:
    W publikacji zaprezentowano problematykę dotyczącą wyników badań w zakresie wykorzystania przez osoby niepełnosprawne systemów e-administracji. Celem publikacji jest określenie, jakie zalety korzystania z e-administracji postrzegają osoby niepełnosprawne korzystające z usług urzędu miejskiego w Katowicach oraz z jakich środków komunikacji najczęściej korzystają w kontakcie z urzędem. W badaniach postanowiono również sprawdzić czy i w jaki sposób rodzaj niepełnosprawności wpływa na badane kwestie.
    The publication presents issues related to the results of research on the use by disabled persons of e-government systems. The aim of the publication is to determine what advantages of using e-government are perceived by disabled people using the services of the Katowice municipal office and what means of communication they most often use in contact with the office. The study intended also to determine whether and how the type of disability affects the researched issues.
    Źródło:
    Systemy Wspomagania w Inżynierii Produkcji; 2017, 6, 6; 256-264
    2391-9361
    Pojawia się w:
    Systemy Wspomagania w Inżynierii Produkcji
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    New technologies and quality of customer service – case study
    Autorzy:
    Midor, Katarzyna
    Powiązania:
    https://bibliotekanauki.pl/articles/2064913.pdf
    Data publikacji:
    2019
    Wydawca:
    STE GROUP
    Tematy:
    new technologies
    customer
    improvement
    quality of service
    questionnaire surveys
    Opis:
    Nowadays, companies are increasingly forced to fight against competition. The number of competitors on the market is constantly growing, and customer’s demands on the products offered by the companies are increasing. The role of customers on the market has changed in recent years. Customers are more active than before, i.e. they started to actively co-create value, so they stopped being passive to the purchase process. Organizations that make appropriate use of the increase in customer activity can count on large benefits for the company. One of the methods to increase competitiveness is continuous introduction of new technologies based on the Internet, which recently resulted in easier cooperation between customers and suppliers, making and settling transactions, coordination of orders in the supply chain thanks to e.g. solution supporting electronic exchange of EDI documents. Therefore, the development of information and communication technologies has significantly influenced the development of organization through its improvement. This paper presents the importance of new technologies for the customer that improve the process of its service in a selected clothing sales network in Poland.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2019, 2, 1; 548--558
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Improving the service with the Servqual method
    Autorzy:
    Midor, K.
    Kučera, M.
    Powiązania:
    https://bibliotekanauki.pl/articles/409618.pdf
    Data publikacji:
    2018
    Wydawca:
    STE GROUP
    Tematy:
    improvement
    service
    quality
    Servqual method
    pharmaceutical wholesaler
    Opis:
    At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.
    Źródło:
    Management Systems in Production Engineering; 2018, 1 (26); 60-65
    2299-0461
    Pojawia się w:
    Management Systems in Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Information Quality Management and the Aspect of Profit and Loss in the Customer Service Process
    Autorzy:
    Żywiołek, J.
    Ulewicz, R.
    Powiązania:
    https://bibliotekanauki.pl/articles/2064956.pdf
    Data publikacji:
    2018
    Wydawca:
    STE GROUP
    Tematy:
    risk management
    customer service
    quality
    information
    information flow
    Opis:
    Risk management is an inseparable part of every organization's life. It should be an integral part of the strategy implemented in all of the organizations. The strategy should be constructed in such a way that the management of the risk functions not only as a system avoiding losses, but also allowing to perceive and use opportunities, and create new opportunities for the organization. The aim of the article is to demonstrate the necessity of analyzing the risk of information quality, which significantly affects the customer service process. This analysis was carried out on the basis of T. Kaczmarek's research, which specified the list of 46 elements of the sick enterprise. On its basis, the areas in which information about customer service were created were analyzed, which allowed to identify potentially threatened places and the effects of these threats. The analysis showed that the highest level of risk is related to the delivery time. Individual and corporate clients pay special attention to the lack, or incorrect information on securing the shipment. The lowest level of risk in the examined enterprise concerns the terms of technical assistance, because this item is usually described by the seller in the purchase regulations.
    Źródło:
    Multidisciplinary Aspects of Production Engineering; 2018, 1, 1; 537--543
    2545-2827
    Pojawia się w:
    Multidisciplinary Aspects of Production Engineering
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Wykorzystanie metody Servqual do doskonalenia usługi – studium przypadku
    Utilizing Servqual to improve service – case study
    Autorzy:
    Midor, K.
    Powiązania:
    https://bibliotekanauki.pl/articles/113415.pdf
    Data publikacji:
    2017
    Wydawca:
    STE GROUP
    Tematy:
    metoda Servqual
    doskonalenie
    jakość
    hurtownia farmaceutyczna
    usługa
    Servqual method
    improvement
    quality
    pharmaceutical wholesaler
    service
    Opis:
    Współczesne przedsiębiorstwa powinny doskonalić zarządzanie, które jest ukierunkowane na jakość obsługi klienta. Jednym z kierunków doskonalenia organizacji w tym zakresie jest badanie poziomu satysfakcji klientów. W artykule zostały przedstawione wyniki badań satysfakcji klienta przeprowadzone za pomocą metody Servqual w firmie usługowej z branży farmaceutycznej. Zastosowanie tej metody pozwoliło na zidentyfikowanie luk w obszarze obsługi klienta w badanej hurtowni farmaceutycznej, co z kolei pozwoliło na zaproponowanie kierunków udoskonalenia świadczonych usług przez wskazanie obszarów, które należy poprawić w pierwszej kolejności, by móc podnieść poziom świadczonych usług.
    Modern companies should improve management, which is focused on customer service quality. One of the areas of organization improvement in this area is to test the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. The use of this method enabled identifying gaps in the customer service area of the pharmaceutical wholesaler, which in turn allowed us to suggest directions for refining the services provided by identifying the areas to be improved in the first place in order to improve the level of service provided.
    Źródło:
    Systemy Wspomagania w Inżynierii Produkcji; 2017, 6, 7; 191-201
    2391-9361
    Pojawia się w:
    Systemy Wspomagania w Inżynierii Produkcji
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
      Wyświetlanie 1-10 z 10

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