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    Wyświetlanie 1-11 z 11
    Tytuł:
    How to achieve customer satisfaction? Perspective of logistics outsourcing performance
    Logistics outsourcing performance jako czynnik sprzyjający satysfakcji klientów z usług logistycznych
    Autorzy:
    Świtała, Marcin
    Cichosz, Marzenna
    Trzęsiok, Joanna
    Powiązania:
    https://bibliotekanauki.pl/articles/361836.pdf
    Data publikacji:
    2019
    Wydawca:
    Wyższa Szkoła Logistyki
    Tematy:
    performance
    satisfaction
    service quality
    Kano's model
    logistics service providers
    LSPs
    sustainability
    classification tree
    satysfakcja
    jakość usług
    model Kano
    usługodawcy logistyczni
    rozwój zrównoważony
    drzewo decyzyjne
    Opis:
    Background: The inspiration to undertake research in the field of logistics customer service was formed by the strong relationship between service performance and customer satisfaction, observed within a study of the needs of logistics service providers' (LSPs) customers. The paper aims to understand which elements of service performance are important to customers purchasing logistics services in Poland and are worth investing in by LSPs. Methods: The study was conducted among 112 production and trade enterprises - customers of LSPs selected in a targeted manner. A questionnaire method was used. Based on the respondents' answers, a model was built in the form of a classification tree with customer satisfaction as a response variable and features of service performance as predictors. Results: The results show that two main characteristics affect customer satisfaction levels, namely logistics costs and shorter delivery times. According to the respondents, improving the level of customer service and increasing flexibility turned out to be less significant. However, the discriminant analysis has shown that high satisfaction with logistics outsourcing can also be achieved with the assumption of longer delivery. Conclusions: In order to stand out in the logistics services market, LSPs should not only invest in reducing costs and improving service times, but also in factors that will cause above-average customer satisfaction, like improved operational flexibility and service levels, including pro-environmental activities.
    Wstęp: Inspiracją do podjęcia badań z zakresu logistycznej obsługi klienta była silna relacja między performance'm obsługi a satysfakcją klienta, którą zaobserwowano w badaniu klientów operatorów logistycznych. Autorzy chcieli bliżej poznać, które elementy performance'u obsługi są istotne dla klientów nabywających usługi logistyczne w Polsce i jak te elementy wpływają na poziom satysfakcji klientów z usług logistycznych. Badanie miało na celu wskazanie operatorom logistycznym, w które elementy performance'u obsługi warto inwestować. Metody: Badanie zostało przeprowadzone wśród 112 przedsiębiorstw produkcyjnych i handlowych - klientów LSPs dobranych w sposób celowy. Wykorzystano metodę kwestionariusza ankietowego. W oparciu o odpowiedzi respondentów zbudowano model w postaci drzewa klasyfikacyjnego z satysfakcją klienta w charakterze zmiennej objaśnianej oraz cechami performance'u obsługi w roli zmiennych objaśniających. Wyniki: Wyniki pokazują, iż o poziomie satysfakcji klienta decydują głównie dwie cechy, tj. niższe koszty logistyczne oraz krótsze czasy dostaw. Mniej istotne, wg respondentów, okazały się poprawa poziomu obsługi klienta oraz wzrost elastyczności. Jednak analiza dyskryminacyjna pozwoliła zauważyć, że wysoką satysfakcję z logistycznej obsługi klienta można również osiągnąć przy założeniu dłuższych czasów dostaw. Wnioski: Chcąc wyróżnić się na rynku usług logistycznych, LSP powinien inwestować nie tylko w obniżkę kosztów i poprawę czasu obsługi, ale również w czynniki, które spowodują ponadprzeciętną satysfakcję klienta, tj. poprawę elastyczności działania i poziomu obsługi, w tym działania proekologiczne.
    Źródło:
    LogForum; 2019, 15, 1; 39-51
    1734-459X
    Pojawia się w:
    LogForum
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Approach to understanding navigators’ ergonomic needs based on the Kano model
    Autorzy:
    Stopa, Michał
    Powiązania:
    https://bibliotekanauki.pl/articles/29521056.pdf
    Data publikacji:
    2023
    Wydawca:
    Akademia Morska w Szczecinie. Wydawnictwo AMSz
    Tematy:
    navigators’ ergonomic needs
    bridge ergonomics
    ergonomic factors
    Kano model
    navigators’satisfaction measurement
    human factor
    Opis:
    In recent years, a significant emphasis has been placed on the technological side of shipping. However, humans remain the operator of the vessel and the ones to make the final decision. With the increasing problem of fatigue, a properly designed bridge might offer great support for navigators. This includes the implementation of ergonomics in the workplace. This paper aims to better understand the needs of end-user operators and determine if there is still a need for improvement in bridge ergonomic design. To reach this goal, a custom-designed questionnaire survey of 200 professional navigators is performed. The Kano model is used to analyze the seamen’s wants and needs, but also expectations based on their satisfaction with proposed ergonomic solutions. The research results suggest that there is still room for improvement in this area, which is not only a matter of comfort or health but also safety.
    Źródło:
    Zeszyty Naukowe Akademii Morskiej w Szczecinie; 2023, 73 (145); 64-72
    1733-8670
    2392-0378
    Pojawia się w:
    Zeszyty Naukowe Akademii Morskiej w Szczecinie
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Perception of Eco-innovation Based on Educational Attainment
    Wpływ poziomu wykształcenia na postrzeganie ekoinnowacji
    Autorzy:
    Loučanová, Erika
    Kaputa, Vladislav
    Olšiaková, Miriam
    Powiązania:
    https://bibliotekanauki.pl/articles/16647454.pdf
    Data publikacji:
    2023-08-17
    Wydawca:
    Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
    Tematy:
    eco-innovation
    perceptions
    education
    society
    Kano model
    Slovakia
    ekoinnowacje
    postrzeganie
    edukacja
    społeczeństwo
    model Kano
    Słowacja
    Opis:
    Aim: To evaluate the influence of educational attainment on the perception of ecological innovation was the main objective of the paper. The depth of attention paid to the interdisciplinary impact of innovations and education in society ultimately affects the level of the culture of education and whether the innovations that arise respect people and their environment. Design/methodology/approach: Input data gathered via survey of customers using the Kano questionnaire. The research applied the Kano model to data processing. The analysis allowed us to measure and explore the emotional reactions of Slovak customers to products. Findings: If multidisciplinary innovations positively affect the environmental, economic, and social development of society, they also tend to increase competitiveness of regions and lead to sustainability, development, and the knowledge economy. It can be concluded that the level of education achieved affects attitudes towards ecological innovation. The higher the education level of the respondents, the more sensitively they perceived the issue of eco-innovation. The interpretation of the results is a contribution to the discussion about the importance of education with an interdisciplinary overlap, as well as a view on innovation that respects individuals, society, and the environment. Research limitations/implications: Even though the results demonstrate the influence of the attitudes of Slovak customers depending on their educational attainment, it is necessary to verify whether they are reflected in real purchasing behavior. Originality/value: The originality of the research lies in the methodical approach of connecting the perception of ecological product innovations and the socio-demographic aspect (educational attainment) in the market conditions of the Slovak Republic.
    Cel: celem artykułu była ocena wpływu poziomu wykształcenia na postrzeganie innowacji ekologicznych. Głębokość uwagi poświęcanej interdyscyplinarnemu wpływowi innowacji i edukacji w społeczeństwie ostatecznie wpływa na poziom kultury edukacji oraz szacunku powstających innowacji wobec ludzi i ich środowiska. Metodologia: dane wejściowe zebrano za pomocą ankiety przeprowadzonej wśród klientów przy użyciu kwestionariusza Kano. W badaniu zastosowano model Kano do przetwarzania danych. Analiza pozwoliła zmierzyć i zbadać emocjonalne reakcje słowackich klientów na produkty. Wyniki: w przypadku gdy multidyscyplinarne innowacje pozytywnie wpływają na środowiskowy, gospodarczy i społeczny rozwój społeczeństwa, mają one również tendencję do zwiększania konkurencyjności regionów i prowadzą do zrównoważonego rozwoju i gospodarki opartej na wiedzy. Można stwierdzić, że osiągnięty poziom wykształcenia wpływa na postawy wobec innowacji ekologicznych. Im wyższy poziom wykształcenia respondentów, tym bardziej wrażliwi byli na kwestię ekoinnowacji. Interpretacja wyników stanowi wkład w dyskusję na temat znaczenia interdyscyplinarnej edukacji, a także spojrzenie na innowacje, które szanują jednostki, społeczeństwo i środowisko. Oryginalność/wartość: oryginalność badań polega na metodycznym podejściu do łączenia postrzegania ekologicznych innowacji produktowych z aspektem społeczno-demograficznym (poziom wykształcenia) w warunkach rynkowych Słowacji.
    Źródło:
    European Management Studies; 2023, 21, 2; 103-121
    2956-7602
    Pojawia się w:
    European Management Studies
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Expectations of maritime university students of future work on a ship
    Autorzy:
    Kłopotek, N.
    Dmowski, P.
    Szkieł, A.
    Powiązania:
    https://bibliotekanauki.pl/articles/24811494.pdf
    Data publikacji:
    2023
    Wydawca:
    Uniwersytet Morski w Gdyni. Wydział Nawigacyjny
    Tematy:
    maritime education
    training of seafarers
    the kano model
    expectations of maritime students
    requirements of seafarers
    working on board
    shipowner companies
    personnel management
    Opis:
    The main goal of education at a maritime university is to provide students with knowledge and practical skills necessary for future work on a ship. To receive the diploma of merchant navy officer, students are required to complete a 12-month maritime internship. During the internship, as well as during the entire course of studies, students' expectations regarding their future professional work are developed, related to, among others, working and living conditions on a ship, employment conditions and cooperation with the shipowner. These expectations determine the students’ subsequent choices towards a given shipowner as a potential employer, as well as their decisions about further professional development in this field. From the point of view of operational management, it is therefore important for the shipowner to know the requirements that must be met in order to have a motivated and competent staff. This article aims to classify the requirements for students relative to their future work on a ship based on assessing the impact of the requirement fulfilment level against the level of their satisfaction. The results obtained made it possible to indicate those requirements regarding working conditions, the fulfilment of which should be treated by shipowners as a priority, because they determine the students’ satisfaction to the highest degree.
    Źródło:
    TransNav : International Journal on Marine Navigation and Safety of Sea Transportation; 2023, 17, 3; 702--706
    2083-6473
    2083-6481
    Pojawia się w:
    TransNav : International Journal on Marine Navigation and Safety of Sea Transportation
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Bringing Kano’s perspective to AHP: the 2D-AHP decision model
    Autorzy:
    Jung, U.
    Yim, S.
    Lim, S.
    Kim, C.
    Powiązania:
    https://bibliotekanauki.pl/articles/407247.pdf
    Data publikacji:
    2016
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    analytic hierarchy process (AHP)
    Kano model
    hybrid model
    multicriteria decision making
    two dimension perspective
    Opis:
    AHP and the Kano model are such prevalent TQM tools that it may be surprising that a true hybrid decision-making model has so far eluded researchers. The quest for a hybrid approach is complicated by the differing output perspective of each model, namely discrete ranking (AHP) versus a multi-dimensional picture (Kano). This paper presents a hybrid model of AHP and Kano model, so called two-dimension AHP (2D-AHP). This paper first compares the two approaches and justifies a hybrid model based on a simple conceit drawn from the Kano perspective: given a decision hierarchy, child and parent elements can exhibit multi-dimension relationships under different circumstances. Based on this premise, the authors construct a hybrid two-dimension AHP model whereby a functionaldysfunctional question-pair technique is incorporated into a traditional AHP framework. Using the proposed hybrid model, this paper provides a practical test case of its implementation. The 2D-AHP approach revealed important evaluation variances obscured through AHP, while a survey study confirmed that the 2D-AHP approach is both feasible and preferred in some respects by respondents. Although there have been rich research efforts to combine AHP and Kano model, most of them is simply about a series of individual usage of each methodology. On the other hand, the type of hybridization between AHP and Kano model in this paper is quite unique in terms of the two dimensional perspective. The model provides a general approach with application possibilities far beyond the scope of the test case and its problem structure, and so calls for application and validation in new cases.
    Źródło:
    Management and Production Engineering Review; 2016, 7, 4; 16-26
    2080-8208
    2082-1344
    Pojawia się w:
    Management and Production Engineering Review
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Customer attributes impact on perceived quality of childrens furniture - Kano model
    Autorzy:
    Jagusiak-Kocik, Marta
    Powiązania:
    https://bibliotekanauki.pl/articles/104098.pdf
    Data publikacji:
    2020
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    quality
    new product
    Kano model
    children’s furniture
    travel cot
    jakość
    nowy produkt
    model Kano
    meble dziecięce
    łóżeczko turystyczne
    Opis:
    The paper presents the use of the Kano model and the questionnaire contained in it to analyze customer preferences in relation to children's furniture - a travel cot. A representative group of 30 people was created. The survey showed which attributes of the travel cot were assessed by the respondents as must-have, one dimensional, and which are excitement attributes (delighters) and mistakes for them. The study will help design a new travel cot model according to expectations of customers - future parents and parents of young children.
    Źródło:
    Quality Production Improvement - QPI; 2020, 2, 1; 53-59
    2657-8603
    Pojawia się w:
    Quality Production Improvement - QPI
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Using the advantages of the KANO model in the process of designing a modern summer house
    Autorzy:
    Jagusiak-Kocik, Marta
    Powiązania:
    https://bibliotekanauki.pl/articles/31342640.pdf
    Data publikacji:
    2022
    Wydawca:
    Politechnika Częstochowska
    Tematy:
    domek letniskowy
    wymagania klienta
    model KANO
    kwestionariusz
    summer house
    customer requirements
    KANO model
    questionnaire
    Opis:
    The aim of the study was to define and assign to an appropriate group the attributes that the client is looking for and requires when deciding to buy a summer house. This aim was achieved through the use of the KANO model, which helps to define and divide the attributes of a given product into four groups: must-have attributes, one-dimensional attributes, delighters and mistakes. The KANO model was used in a construction company in the process of designing a modern summer house. A questionnaire was carried out, the aim of which was to select a representative group and to investigate what attributes customers who decide to build a summer house are looking for. The result of the survey was the identification of 4 groups of attributes and obtaining information that could support the design of a modern summer house. The results showed that customers are looking for a summer house project, which has, among others attributes, solutions that can enable the house to be used as a year-round house.
    Źródło:
    Budownictwo o Zoptymalizowanym Potencjale Energetycznym; 2022, 11; 49-56
    2299-8535
    2544-963X
    Pojawia się w:
    Budownictwo o Zoptymalizowanym Potencjale Energetycznym
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Statistical examination of the aerosols loading over Kano-Nigeria: the satellite observation analysis
    Autorzy:
    Emetere, M.E.
    Akinyemi, M.L.
    Oladimeji, T.E.
    Powiązania:
    https://bibliotekanauki.pl/articles/886622.pdf
    Data publikacji:
    2016
    Wydawca:
    Szkoła Główna Gospodarstwa Wiejskiego w Warszawie. Wydawnictwo Szkoły Głównej Gospodarstwa Wiejskiego w Warszawie
    Tematy:
    statistical examination
    aerosol loading
    aerosol retention
    Kano State
    Nigeria
    satellite observation
    analytical dispersion model
    Opis:
    Statistical examination of the aerosols loading over Kano – Nigeria: the Satellite observation analysis. The problem of underestimating or overestimating the aerosols loading over Kano is readily becoming a global challenge. Recent health outcomes from an extensive effect of aerosols pollution has started manifesting in Kano. The aim of the research is to estimate the aerosols loading and retention over Kano. Thirteen years aerosol optical depth (AOD) data was obtained from the Multi-angle imaging spectroradiometer (MISR). Statistical tools, as well as analytically derived model for aerosols loading were used to obtain the aerosols retention and loading over the area. It was discovered that the average aerosols retention over Kano is 4.9%. The atmospheric constants over Kano were documented. Due to the volume of aerosols over Kano, it is necessary to change the ITU model which relates to signal budgeting.
    Źródło:
    Scientific Review Engineering and Environmental Sciences; 2016, 25, 2[72]
    1732-9353
    Pojawia się w:
    Scientific Review Engineering and Environmental Sciences
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Decoding Consumer Preferences in Food Packaging with the Kano Model
    Autorzy:
    Anna, Szczyrba
    Mariusz, Szataniak
    Powiązania:
    https://bibliotekanauki.pl/articles/27323562.pdf
    Data publikacji:
    2023
    Wydawca:
    Stowarzyszenie Menedżerów Jakości i Produkcji
    Tematy:
    Kano model
    consumer preferences
    food packaging
    market analysis
    Product satisfaction
    model Kano
    preferencje konsumentów
    opakowania do żywności
    analiza rynku
    satysfakcja z produktu
    Opis:
    This study investigates the efficacy of the Kano Model in decoding consumer preferences for food packaging. Recognizing the pivotal role of packaging in product satisfaction and purchase decisions, this research integrates the Kano Model with contemporary market analysis. A survey was conducted with a diverse panel of consumers who rated various packaging features of existing food products. The results were analyzed to determine the impact of these features on consumer satisfaction and their potential to elevate the perceived value of the products. The study uncovered that while basic safety and hygiene factors were deemed essential, innovative elements such as eco-friendly materials and interactive labels significantly enhanced customer delight. The practical implications of this research are profound, providing food manufacturers with a nuanced understanding of how to prioritize packaging features to align with consumer desires, thereby fostering brand loyalty and competitive advantage. The Kano Model's application in this context demonstrates its versatility and potential for adaptation in the dynamic field of food packaging
    Źródło:
    System Safety : Human - Technical Facility - Environment; 2023, 5, 1; 83-92
    2657-5450
    Pojawia się w:
    System Safety : Human - Technical Facility - Environment
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Quality Attribute and Customer Satisfaction: Using Kano’s Model to Prioritize What Matters Most to Customers
    Autorzy:
    Ahmad, Norlia
    Powiązania:
    https://bibliotekanauki.pl/articles/540604.pdf
    Data publikacji:
    2017
    Wydawca:
    Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
    Tematy:
    quality attribute,
    customer satisfaction,
    Kano’s model,
    convergent product
    Opis:
    Continuous innovations of smartphone attributes and increasing product usage call for better understanding of the attributes that matter most to customers. This study employs Kano’s model for classifying smartphone attributes into various categories and examines the infl uence of those attributes on the satisfaction of smartphone users. Based on consumer evaluation of the latest and general smartphone attributes, the analysis in this study indicates various levels of satisfaction and dissatisfaction with each attribute. Specifi cally, our fi ndings reveal merely three categories of Kano’s classifi cation, and ‘one-dimensional’ or performance attributes have higher infl uence on customer satisfaction as compared with ‘attractive’ ones. These findings provide implications for further product improvement efforts to consider not only technological capabilities but also to prioritize the attributes that are highly expected by customers. The majority of the respondents in this study include the younger consumer segment and heavy smartphone users, thus limiting generalization of the results to other contexts. Further research should consider respondents across segments and/or in a specific market, and extend the focus beyond product attributes so a to include user experiences and explicit product benefits.
    Źródło:
    Journal of Marketing and Consumer Behaviour in Emerging Markets; 2017, 1(5); 15-28
    2449-6634
    Pojawia się w:
    Journal of Marketing and Consumer Behaviour in Emerging Markets
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
    Tytuł:
    Industrial design of Kansei Engineering-based Sensor for industry
    Autorzy:
    Agassi, Taufik Nugraha
    Ushada, Mirwan
    Suyantohadi, Atris
    Powiązania:
    https://bibliotekanauki.pl/articles/952861.pdf
    Data publikacji:
    2020
    Wydawca:
    Polska Akademia Nauk. Czytelnia Czasopism PAN
    Tematy:
    KESAN
    industrial design
    Kano model
    QFD
    Opis:
    Up to date, workload and worker performance in Small Medium-sized Enterprise (SMEs) was assessed manually. KESAN (Kansei Engineering-based Sensor for Agroindustry) was developed as a tool to assess worker workload and performance. The latest prototype of KESAN was established. As the final step prior to the full-scale mass production, an industrial design was required and must be designed based on the validation to user needs. This research proposed an industrial design for mass production of KESAN using Kano model and Quality Function Deployment (QFD). The user needs was extracted from attributive analysis of Kano model. The matrix of House of Quality (HOQ) was utilized to connect the user needs and technical requirement. The research result validated Thirteen (13) user need attributes. The most important attribute was desktop application as an integrated decision support system. Fourteen (14) technical requirement attributes were identified to fulfil the user needs. Finally, a prototype was developed based on product final specification and prioritized technical requirements. The SMEs’s manager could use the prototype for workplace environmental management.
    Źródło:
    Management and Production Engineering Review; 2020, 11, 1; 13--22
    2080-8208
    2082-1344
    Pojawia się w:
    Management and Production Engineering Review
    Dostawca treści:
    Biblioteka Nauki
    Artykuł
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