Temat: CsI - Katalog OPAC zbiorów

Skocz do pozycji: 1.

Tytuł:: Customer satisfaction analysis for assembly services
Autorzy:: Czerwińska, Karolina
Pacana, Andrzej
Powiązania:: https://bibliotekanauki.pl/articles/1930211.pdf
Data publikacji:: 2020
Wydawca:: Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:: Servqual method
CSI indicator
quality management
comprehensive quality
metoda Servqual
wskaźnik CSI
zarządzanie jakością
jakość kompleksowa
Opis:: Purpose: The aim of the study was to analyze and determine the level of satisfaction of individual customers in the field of transport and installation of wooden doors. Design/methodology/approach: The assessment was carried out using the Servqual method within the five dimensions of providing a comprehensive service in terms of materiality, reliability, responsiveness to customer expectations, expertise and empathy. The survey was conducted on the basis of questionnaires, interviews with customers who used the service and observations. Findings: On the basis of the research, it was found that the quality level of provided transport and assembly services is at a good level. In the opinion of customers, the assessment of the quality of services provided was over 4.3. Research limitations/implications: In order to improve and enhance the level of customer satisfaction, remedial actions were proposed - additional training for transport and assembly groups. Practical implications: Future research carried out in the analyzed company will allow to checking the impact of implemented countermeasures on the level of customer satisfaction. The methodology presented should be applied in companies that care about the quality of services offered. The limitations that may occur are related to the possible reluctance of customers to express an opinion on the service provided. Originality/value: The research is a useful study indicating the possibility of implication of the Servqual method in service enterprises wanting to check the level of customer satisfaction.
Źródło:: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2020, 143; 35-46
1641-3466
Pojawia się w:: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:: Biblioteka Nauki

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Skocz do pozycji: 2.

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

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Skocz do pozycji: 3.

Tytuł:: Application of the CSI method to test consumer satisfaction: a case study of petrol stations
Autorzy:: Dudziak, Agnieszka
Stoma, Monika
Zając, Grzegorz
Powiązania:: https://bibliotekanauki.pl/articles/2203070.pdf
Data publikacji:: 2022
Wydawca:: Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:: CSI method
customer satisfaction
petrol stations
quality
quality management
metoda CSI
zadowolenie klienta
stacje benzynowe
jakość
zarządzanie jakością
Opis:: Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.
Źródło:: Zeszyty Naukowe. Transport / Politechnika Śląska; 2022, 116; 113--124
0209-3324
2450-1549
Pojawia się w:: Zeszyty Naukowe. Transport / Politechnika Śląska
Dostawca treści:: Biblioteka Nauki

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Skocz do pozycji: 4.

Tytuł:: Application of the CSI method to study and improve the quality of internet access service - case study
Autorzy:: Molenda, Michał
Powiązania:: https://bibliotekanauki.pl/articles/104049.pdf
Data publikacji:: 2020
Wydawca:: Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:: CSI
quality
quality management
customer satisfaction index
jakość
zarządzanie jakością
wskaźnik satysfakcji klienta
Opis:: The paper presents the results of research aimed at assessing the level of satisfaction of individual customers of a company offering Internet access services. The study was conducted using the CSI (Customer Satisfaction Index) method. The study process consisted of 2 stages. The first study conducted in 2017 identified customer requirements and revealed insufficient customer satisfaction with the services provided to date. The analysis of the CSI revealed that customer satisfaction in these areas was not the highest. This state of affairs forced the company to carry out a broad improvement program, which is characterized in this paper. The second study was conducted (in 2019) a year after the implementation of the changes. Owing to this, it was possible to compare customer satisfaction ratings and the customer requirements, as well as to assess the effectiveness of the improvement measures taken. The study allowed to broaden the knowledge about the analyzed service in terms of methods of its measurement and factors having a decisive influence on its quality and efficiency. The service under analysis has been effectively improved.
Źródło:: Quality Production Improvement - QPI; 2020, 2, 1; 36-43
2657-8603
Pojawia się w:: Quality Production Improvement - QPI
Dostawca treści:: Biblioteka Nauki

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