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    Wyświetlanie 1-4 z 4
    Tytuł:
    Metody pomiaru satysfakcji klientów bankowych wykorzystywanych do analizy konkurencyjności banków
    Methods of measuring bank customers satisfaction used to analyze banks competitiveness
    Autorzy:
    Snarski, P.
    Powiązania:
    https://bibliotekanauki.pl/articles/399465.pdf
    Data publikacji:
    2012
    Wydawca:
    Politechnika Białostocka. Oficyna Wydawnicza Politechniki Białostockiej
    Tematy:
    konkurencyjność
    banki spółdzielcze
    banki komercyjne
    metoda Servqual
    indeks satysfakcji klienta CSI
    metoda wariancji
    badania typu mystery shopping
    competitiveness
    cooperative and commercial banks
    servqual
    CSI index
    variance method
    mystery shopping
    Opis:
    The study of competitiveness is of particular importance in the case of Polish cooperative banks, which often have small market shares and limited resources. They are forced to operate in conditions of increased competition from financial services market participants. This article aims to present the methods used to measure the satisfaction of retail banks customers. The article presents their classification and description as well as advantages and disadvantages of each applied method.
    Źródło:
    Ekonomia i Zarządzanie; 2012, 4, 2; 92-108
    2080-9646
    Pojawia się w:
    Ekonomia i Zarządzanie
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    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
    Artykuł
    Tytuł:
    Employee satisfaction with the employers health safety activities during the SARS-COV-2 pandemic
    Autorzy:
    Zadros, Katarzyna
    Powiązania:
    https://bibliotekanauki.pl/articles/1831308.pdf
    Data publikacji:
    2021
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    pandemic SARS-CoV-2
    pandemic COVID-19
    modified CSI method
    courier
    Polska
    Germany
    pandemia SARS-CoV-2
    zmodyfikowana metoda CSI
    kurier
    Polska
    Niemcy
    Opis:
    The outbreak of the SARS-CoV-2 coronavirus pandemic has resulted in significant changes in employers' attitudes to employee health safety, as a new rapidly spreading threat has emerged. A characteristic feature of this threat is very little knowledge about it and the lack of effective treatments and prevention procedures. The short time since the outbreak of the pandemic also means that there is very little knowledge about how employers try to protect employees from infection with this virus, as well as how effective these actions are and how employees evaluate them. Therefore, among couriers of UPS companies in Poland and Germany a survey of the satisfaction was undertaken regarding the solutions adopted and implemented by managers in the field of shaping the health safety of employees. The survey uses the modified Customer Satisfaction Index - CSI method, for which employees were treated as internal customers. As a result of the research, it was possible to compare employee satisfaction with the solutions used by managers to protect their health in Poland and Germany, and shape conclusions resulting from this study.
    Źródło:
    System Safety : Human - Technical Facility - Environment; 2021, 3, 1; 228-238
    2657-5450
    Pojawia się w:
    System Safety : Human - Technical Facility - Environment
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    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
    Artykuł
      Wyświetlanie 1-4 z 4

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