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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:
New Metric for World Wide Web Service Quality
Autorzy:
Uhl, T.
Klink, J.
Bardowski, D.
Powiązania:
https://bibliotekanauki.pl/articles/307815.pdf
Data publikacji:
2014
Wydawca:
Instytut Łączności - Państwowy Instytut Badawczy
Tematy:
Apdex
G.1030
QoE
QoS
quality metrics
service quality assessment
WWW service quality
Opis:
The main topic of this paper is the quality of the WWW service evaluation. The authors present well-known measurement methods, and present the new “Power” metric for quality, advocating it as a method of assessing the quality of such service. This metric is based on the most important network parameters that affect any assessment of the WWW service, i.e. Web page opening time and download data transfer rate. The new method is easy to implement, fast in operation, and provides stable and repeatable results.
Źródło:
Journal of Telecommunications and Information Technology; 2014, 2; 50-58
1509-4553
1899-8852
Pojawia się w:
Journal of Telecommunications and Information Technology
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Service Quality and Worker Training in 5-Star Hotel
Autorzy:
Loera, Marcela Rebeca Contreras
Sanchez, Beatriz Perez
Echeagaray, Diana Guadalupe Flores
Powiązania:
https://bibliotekanauki.pl/articles/21375342.pdf
Data publikacji:
2023-09-30
Wydawca:
Politechnika Częstochowska
Tematy:
management
service quality
training
Opis:
The quality system of a hotel is based on policies, standards and protocols, which must be put into practice and defined to exert constant improvement in the quality of the services offered in each of its departments; On the other hand, training involves providing all hotel staff with techniques to improve the quality of services and in the same way pro-vide human and economic growth to the company. The research aim is to analyze service quality and its relationship to worker training in a five-star HRHLC hotel; the case study of a hotel located in the tourist destination of Cabo San Lucas, B.C.S. in Mexico was used since it is an appropriate research design when one wishes to obtain concrete, contextual knowledge on a specific topic and allows one to explore the characteristics, key meanings and implications of the case. Information was collected through structured interviews and analysis of company reports. The results indicate that the hotel received an average rating of 8.8 regarding the perception of quality in service and customer attention, reflecting the fact that the hotel has an area of opportunity for improvement as being in a five-star category, the rating of quality service must be a minimum of 9.5. Regarding training, 100% of the staff received training on the use of the system, quality of service and safety and hygiene; 80% have been in the company for less than 6 months, reflecting the high staff turnover. In conclusion the five-star hotel and four-diamond chain needs to address areas of opportunity to improve the guests’ perception of quality and obtain the 9.5 rating that this category of hotel requires, as well as improve working conditions to increase staff retainment.
Źródło:
Zeszyty Naukowe Politechniki Częstochowskiej. Zarządzanie; 2023, 1, 51; 23-34
2083-1560
Pojawia się w:
Zeszyty Naukowe Politechniki Częstochowskiej. Zarządzanie
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Model zarządzania jakością usług w kontekście satysfakcji klienta
Service quality management model in the aspect of customer satisfaction
Autorzy:
Kowalik, K.
Klimecka-Tatar, D.
Powiązania:
https://bibliotekanauki.pl/articles/114881.pdf
Data publikacji:
2018
Wydawca:
Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:
jakość usług
model zarządzania jakością
satysfakcja klienta
zarządzanie jakością usług
customer satisfaction
service quality
service quality management
service quality model
Opis:
Podstawowym celem artykułu jest przedstawienie propozycji modelu zarządzania jakością usług w kontekście satysfakcji klienta. Pierwsza część opracowania zawiera teorię z zakresu zarządzania jakością usług oraz znaczenia satysfakcji klienta. Następnie, przedstawione zostały wyniki badań empirycznych nad satysfakcją klienta. Ostatnia część artykułu to propozycja modelu zarządzania jakością usług w kontekście satysfakcji klienta.
The objective of the article has been to present the proposition of service quality model in the aspect of customer satisfaction. The first part contains the theoretical framework of service quality management and the meaning of customer satisfaction. Afterwards, the results of empirical research have been presented. According to the research, the proposition of service quality management model in the aspect of customer satisfaction has been presented.
Źródło:
Zeszyty Naukowe. Quality. Production. Improvement; 2018, 1 (8); 31-41
2544-2813
Pojawia się w:
Zeszyty Naukowe. Quality. Production. Improvement
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:
E-Servqual jako metoda oceny jakości cyfrowej usługi pocztowej
E-Servqual as a method of assessing the quality of the digital postal service
Autorzy:
Kowalik, Kamila
Klimecka-Tatar, Dorota
Powiązania:
https://bibliotekanauki.pl/articles/114778.pdf
Data publikacji:
2019
Wydawca:
Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:
cyfryzacja
e-servqual
jakość usług
zarządzanie jakością usług
digitalization
service quality
service quality management
Opis:
Celem artykułu jest dokonanie oceny jakości cyfrowej usługi pocztowej z wykorzystaniem metody e-servqual. Pierwsza część opracowania zawiera analizę literatury z zakresu metody Servqual oraz powstałej na jej fundamentach metody E-Servqual- przedstawione zostały założenia tych metod, sposób ich praktycznego wykorzystania oraz zasady interpretacji wyników. Następnie w treści opracowania zawarto wyniki badań empirycznych- próbę dokonania oceny poziomu jakości cyfrowej usługi pocztowej z wykorzystaniem standardowych wymiarów metody E-Servqual.
The objective of the article has been to present assessing the quality of the digital postal service using the E-Servqual method. The first part of the study contains the theoretical framework of the Servqual method and the E-Servqual method established on its foundations- the assumptions of these methods, their practical use and the rules for the interpretations of results have been presented. Afterwards, the context of the study includes the results of empirical research- an attempt to assess the quality level of the digital postal service using the standard dimensions of the E-Servqual method.
Źródło:
Zeszyty Naukowe. Quality. Production. Improvement; 2019, 1 (10); 109-118
2544-2813
Pojawia się w:
Zeszyty Naukowe. Quality. Production. Improvement
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Exploring service quality of low-cost airlines in Europe: An integrated MCDM approach
Autorzy:
Mahmut, Bakır
Şahap, Akan
Emrah, Durmaz
Powiązania:
https://bibliotekanauki.pl/articles/557664.pdf
Data publikacji:
2019-06-28
Wydawca:
Uniwersytet Ekonomiczny w Poznaniu
Tematy:
airline
service quality measurement
MCDM methods
Opis:
This study aims to evaluate service quality performance of major LCCs (Low Cost Carriers) in Europe by the MCDM (Multi-Criteria Decision Making) methodology. In addition it focuses on managerial business models and includes the international airline service providers that have applied the cost leadership strategy. In the study passenger reviews based on customer-rating systems are adopted as an alternative data source. For this purpose 24,971 passenger reviews, including 7 evaluation criteria, are analyzed. In this integrated methodology the Entropy method is used to weight the service quality criteria and the WASPAS method is used to rank the airlines. A sensitivity analysis is also applied and the robustness and stability of the application are confirmed. Consequently Jet2.com demonstrates the best service performance overall and legroom is the most important evaluation criterion.
Źródło:
Economics and Business Review; 2019, 5 (19), 2
2392-1641
Pojawia się w:
Economics and Business Review
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The Goals and Benefits of Network Modelling in a Commercial Environment
Autorzy:
Smith, E.
Powiązania:
https://bibliotekanauki.pl/articles/307824.pdf
Data publikacji:
2013
Wydawca:
Instytut Łączności - Państwowy Instytut Badawczy
Tematy:
emulation
modelling
performance
service quality
simulation
Opis:
Modelling is a technique that can be used in the development and sizing of networks. It involves building a mathematical representation of a physical system and is often computer based, allowing system behaviour to be investigated based on the variation of key parameters. This pa- per will describe some applicable tools for network modelling and consider a range of applications. Whilst modelling and simulation tools are used extensively to design and size ICT solutions, each tool tends to be targeted at a specific range of applications and a specific user community. It is shown that different tools expect different levels of expertise from their user communities. The benefits of using such tools are described, as are some of their limitations. Modelling and simulation provide a cheaper and faster approach to trying new ideas than building prototypes or test networks. They provide a valuable guide to designing networks and can predict operational outcomes.
Źródło:
Journal of Telecommunications and Information Technology; 2013, 1; 25-31
1509-4553
1899-8852
Pojawia się w:
Journal of Telecommunications and Information Technology
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Digitalisation of supply chain management system for customer quality service improvement
Autorzy:
Shevtshenko, Eduard
Maas, Rene
Murumaa, Lea
Karaulova, Tatjanja
Raji, Ibrahim Oluwole
Popell, Janek
Powiązania:
https://bibliotekanauki.pl/articles/2142350.pdf
Data publikacji:
2022
Wydawca:
Wrocławska Rada Federacji Stowarzyszeń Naukowo-Technicznych
Tematy:
digitalisation
performance
reliability
customer service quality
Opis:
The main idea of the current research is to apply customer satisfaction level Key Performance Indicators (KPIs) for supply chain reliability improvement. The Supply Chain Operations Reference (SCOR) model-based KPI metrics increase the quality of product/service by monitoring, visualising, and digitalising directly involved processes. In the long run, the solution will ultimately help reduce/eliminate the number of customer reclamations in the supply chain. An industry-oriented performance measurement model based on SCOR can be easily adapted for different sectors. The approach proposed in the current research is based on identifying key factors of supply chain performance of the SCOR model connected with the predictive and diagnostic capability of Bayesian Believe Networks. The difference in performance can be reached via applying the best practices to processes, affecting the performance on a larger scale.
Źródło:
Journal of Machine Engineering; 2022, 22, 3; 78--90
1895-7595
2391-8071
Pojawia się w:
Journal of Machine Engineering
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The process approach to service quality management
Autorzy:
Kowalik, K.
Klimecka-Tatar, D.
Powiązania:
https://bibliotekanauki.pl/articles/111869.pdf
Data publikacji:
2018
Wydawca:
Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:
process management
service management
service quality
service quality model
zarządzanie procesem
podejście procesowe
zarządzanie usługami
jakość usług
Opis:
In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.
Źródło:
Production Engineering Archives; 2018, 18; 31-34
2353-5156
2353-7779
Pojawia się w:
Production Engineering Archives
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:
SYNYHETIC MEASURE AS PART OF THE ASSESSMENT OF SPATIAL DISPARITIES OF THE NATURAL ENVIRONMENT IN THE ŚWIĘTOKRZYSKIE VOIVODESHIP
Autorzy:
Przybytniowski, Jarosław Wenancjusz
Dziekański, Paweł
Michalski, Mark
Powiązania:
https://bibliotekanauki.pl/articles/1818406.pdf
Data publikacji:
2020-04-10
Wydawca:
Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach
Tematy:
ecology
synthetic measures
service quality
natural environment
Opis:
The aim of this research was to indicate the possibilities of using synthetic measure to find and analyse spatial disparities of the natural environment in 102 diagnostic communities of the Świętokrzyskie Voivodeship as a peripheral area. The research was conducted on the basis of selected diagnostic features. The data presented refer to the years 2009, 2012 and 2015 and come from the Local Data Bank. Bearing in mind the research aim, the following hypothesis was formed: The use of proper synthetic measures makes it possible to recognise spatial disparities which appear in the natural environment. This paper is a continuation of the work entitled: Synyhetic Measure Used as Assessment of Spatial Disparities of the Natural Environment (Przybytniowski, Dziekański, 2019). The analysis of the natural environment of municipalities occurs through human activities, and having a direct impact on the environment (indirectly related to the environment).
Źródło:
Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach; 2019, 50, 123; 55-64
2082-5501
Pojawia się w:
Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach
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:
Evaluation of the healthcare service quality - implementation of SERVQUAL method
Ocena jakości usług medycznych — zastosowanie metody SERVQUAL
Autorzy:
Yarmak, Valiantsina
Rollnik-Sadowska, Ewa
Powiązania:
https://bibliotekanauki.pl/articles/11003774.pdf
Data publikacji:
2022-10-31
Wydawca:
Polskie Wydawnictwo Ekonomiczne
Tematy:
healthcare
service quality
evaluation of service quality
SERVQUAL
public hospitals
opieka medyczna
jakość usług
ocena jakości usług
szpitale publiczne
Opis:
Evaluation of service quality is an important aspect of increasing the quality of services — both public and private. Our study focuses on healthcare services that are of significant importance in the quality's context of residents' life. The research aim of the study was an evaluation of healthcare service quality in the selected public hospital by assessment of service quality dimensions-tangibility, reliability, responsiveness, assurance, empathy. As the research method was selected, the SERVQUAL questionnaire, which was adjusted to the specificity of the researched unit and there were attributes of dimensions identified in the healthcare service. The quantitative research was conducted among 120 public hospital patients of therapeutic department — clients of the healthcare service. The importance of the dimensions of the healthcare service was evaluated and the gap between perceived and expected service quality was identified. The evaluation of the quality of the healthcare service in the analyzed public hospital proved that it is characterized by a relatively high level of assurance and empathy. At the same time, the biggest gap between perceived and expected healthcare service quality was identified in tangibility and responsiveness dimensions.
Ewaluacja jest ważnym etapem w procesie podnoszenia jakości usług — zarówno publicznych, jak i prywatnych. W publikacji przedstawiono wyniki badania dotyczącego oceny jakości usług opieki zdrowotnej, które mają istotne znaczenie w kontekście jakości życia mieszkańców. Celem badawczym była ocena jakości usług opieki zdrowotnej w wybranym szpitalu publicznym poprzez ewaluację wymiarów jakości usług — materialności, rzetelności, reagowania pewności, empatii. Jako metodę badawczą wybrano kwestionariusz SERVQUAL, który został dostosowany do specyfiki usług medycznych poprzez identyfikację atrybutów wymiarów jakości w służbie zdrowia. Badanie ilościowe zostało przeprowadzone wśród 120 pacjentów oddziału terapeutycznego szpitala publicznego — klientów służby zdrowia. Oceniono znaczenie wymiarów usług opieki zdrowotnej i zidentyfikowano lukę pomiędzy postrzeganą a oczekiwaną jakością usług. Ocena jakości opieki zdrowotnej w analizowanym szpitalu publicznym wykazała, że charakteryzuje się ona stosunkowo wysokim poziomem pewności i empatii. Jednocześnie największa luka między postrzeganą a oczekiwaną jakością usług opieki zdrowotnej została zidentyfikowana w wymiarach materialności i reagowania.
Źródło:
Marketing i Rynek; 2022, 10; 19-32
1231-7853
Pojawia się w:
Marketing i Rynek
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Can the system, information, and service qualities impact employee learning, adaptability, and job satisfaction?
Autorzy:
Zamir, Zahid
Powiązania:
https://bibliotekanauki.pl/articles/38430930.pdf
Data publikacji:
2023
Wydawca:
Polskie Towarzystwo Promocji Wiedzy
Tematy:
employee outcomes
IS impact
system quality
information quality
service quality
Opis:
The quality dimensions of an information system, such as system, information, and service qualities, play a crucial role in determining the overall performance of an organization. These quality dimensions are significant as they can impact employee outcomes, which are key factors in determining whether an organization is able to achieve a competitive advantage in the market. The aim of this study is to explore the impact of quality dimensions on employee outcomes such as learning ability, adaptability, and job satisfaction. The research was conducted by distributing a structured survey questionnaire to 300 employees of 8 commercial banks at different management levels. The measurement and structural models were analyzed using Smart PLS. This study employed descriptive analysis to present a comprehensive demographic profile of both the organizations and the participants. Out of the nine hypotheses tested, seven were found to be significant. The findings of this study show that while all three quality dimensions (system, information, and service) of information systems positively affect employee learning, only system and information qualities positively affect employee learning, and as for job satisfaction, only system and service qualities play an important role. Therefore, implementing suitable information systems to improve employee outcomes in an organization, especially a financial organization, is paramount in this information age. This research contributes to understanding information systems, their implementation, and employee outcomes in an organization.
Źródło:
Applied Computer Science; 2023, 19, 1; 25-46
1895-3735
2353-6977
Pojawia się w:
Applied Computer Science
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Jakość usług instytucji użyteczności publicznej (IUP) a dobrobyt społeczny
Quality of Public Utility Institution Services and Social Prosperity
Autorzy:
Biernacki, Marek
Powiązania:
https://bibliotekanauki.pl/articles/639578.pdf
Data publikacji:
2010
Wydawca:
Uniwersytet Jagielloński. Wydawnictwo Uniwersytetu Jagiellońskiego
Tematy:
HOUSEHOLD INCOME
PUBLIC SERVICE QUALITY
PUBLIC UTILITY SERVICES
Opis:
Subjective judgment of the prosperity in Poland does not become better despite a constant economic growth. CBOS (Centre of Public Opinion Research) researches show that for Polish people (97%) health is the most essential matter and that 75% persons are dissatisfied with the health service activity. Even only these numbers let observe the lack of the public prosperity optimization in Poland. Public utility services are personal, so they affect directly a feeling of the well-being. Undoubtedly, the quality of the services mentioned affects positively or negatively the prosperity of the whole population. A possibility of a public utilities evaluation in five dimensions has been shown in this paper: (1) in a professional dimension, i.e. efficiency; (2) in an economical dimension, i.e. productivity; (3) in a process-wise dimension, i.e. TQM; (4) in a personal dimension, i.e. consumer satisfaction; and (5) in a social dimension, i.e. public prosperity improvement.
Źródło:
Zarządzanie Publiczne; 2010, 3 (11); 19-32
2084-3968
Pojawia się w:
Zarządzanie Publiczne
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
SYNTHETIC MEASUREMENT USED AS ASSESSMENT OF SPATIAL DISPARITIES OF THE NATURAL ENVIRONMENT
Autorzy:
Przybytniowski, Jarosław Wenancjusz
Dziekański, Paweł
Powiązania:
https://bibliotekanauki.pl/articles/1818448.pdf
Data publikacji:
2020-01-22
Wydawca:
Uniwersytet Przyrodniczo-Humanistyczny w Siedlcach
Tematy:
ecological awareness
synthetic measures
service quality
natural environment
Opis:
One of important factors of attractiveness of a region is its natural environment, namely a set of natural elements which are of interest to a tourist. In terms of economy, it is a source of raw materials and energy, it ensures geographical space, business opportunities and a place to live and relax. The aim of the research included in this article is to indicate the possibility of using synthetic measurement to recognize spatial disparities of the natural environment on the basis of selected diagnostic features of 102 municipalities of the Świętokrzyskie Voivodeship. The data presented in this article refer to 2009, 2012 and 2015 and come from the Local Data Bank. The following variables were selected: the total use of household water per one inhabitant, the distribution network per 100 km2 - water pipe system, the distribution network per 100 km2 – sewage system, woodland area, areas protected by law, protected monuments. The elements indicated refer to entities which function and operate in a territorial unit. The methods presented enable us to identify areas of human life (or human impact on the environment) of higher/lower efficiency (which depends on the level of synthetic measure) and, then, programme their support from public funds within the framework of the regional policy.
Źródło:
Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach; 2019, 49, 122; 89-98
2082-5501
Pojawia się w:
Zeszyty Naukowe Uniwersytetu Przyrodniczo-Humanistycznego w Siedlcach
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Analysis of the influence of e-learning service quality factors on student perceived value and student satisfaction, with implication to student loyalty
Autorzy:
Felix
Natu Prihanto, Y. Johny
Annas, Mohammad
Powiązania:
https://bibliotekanauki.pl/articles/11542159.pdf
Data publikacji:
2023-06-30
Wydawca:
Sieć Badawcza Łukasiewicz - Instytut Lotnictwa
Tematy:
e-learning
service quality
perceived value
satisfaction
loyalty
Opis:
The COVID-19 pandemic has changed the learning process, which was previously carried out conventionally with face-to-face interaction, into an online learning activity (e-learning). e-Learning has several benefits, but it also has some challenges that need to be addressed. A preliminary survey has been conducted by asking open-ended questions regarding students' experience and obstacles during e-learning to determine their perceptions of e-learning, and the results showed that there were problems faced by students in implementing e-learning, especially pertaining to student loyalty. Previous research has stated that e-learning service quality exercises an influence on student satisfaction and student loyalty. This research focusses on the influence of e-learning service quality factors on student perceived value (SPV) and student satisfaction, and ultimately on its role in influencing student loyalty. This research was conducted using a quantitative approach, wherein data were gathered, using judgement sampling, from 309 undergraduate students enrolled across six universities in Tangerang. These data were analysed by partial least squares structural equation modelling (SEM-PLS), and the results of the analysis indicated the presence of a positive and significant relationship between these variables. Resultant to the analysis, there emerged some useful suggestions for educational institutions and lecturers that would enable them to improve the quality of e-learning. The findings of the present study imply that improving the factors of e-learning service quality will inculcate in students a favourable value perception towards the university, as well as create a feeling of satisfaction in them, arising from the fulfilling character of the experience to which they were exposed during the e-learning process; these phenomena are expected in turn to increase students' loyalty towards the university.
Źródło:
Marketing Instytucji Naukowych i Badawczych; 2023, 48, 2; 81-110
2353-8414
Pojawia się w:
Marketing Instytucji Naukowych i Badawczych
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Quality system at the hotel
System jakości w hotelu
Autorzy:
Tyrańska, Małgorzata
Powiązania:
https://bibliotekanauki.pl/articles/414980.pdf
Data publikacji:
2010-12
Wydawca:
Małopolska Wyższa Szkoła Ekonomiczna w Tarnowie
Tematy:
usługi
cechy usług
jakość usług hotelarskich
service
service traits
hotel service quality
Opis:
Coraz więcej firm, w tym również działających na rynku usług turystycznych, dąży do uzyskania certyfikowanego systemu zarządzania jakością według norm ISO 9000. Prowadzone badania wykazują, iż firmy usługowe posiadające certyfikaty jakości uzyskują z tego tytułu wiele korzyści zewnętrznych i wewnętrznych. Wśród zewnętrznych korzyści firmy wskazują na: wykorzystanie posiadanego certyfikatu do celów marketingowych, możliwość przystąpienia do większej liczby przetargów i poprawę prestiżu firmy. Natomiast do korzyści wewnętrznych najczęściej firmy zaliczają: uporządkowanie struktury organizacyjnej w firmie oraz uporządkowanie procedur i technik pracy, co sprzyja ogólnej poprawie sprawności działania organizacji (Sikora, Bałaga, 2006, s. 130). Celem artykułu jest ukazanie roli, jaką pełni system zarządzania jakością w funkcjonowaniu firmy działającej na rynku usług turystycznych na przykładzie hotelu. Realizacja tak postawionego celu wymaga przedstawienia istoty oraz głównych cech usług, następnie podjęcia próby zdefiniowania jakości usługi hotelarskiej, wskazania obszarów doskonalenia jakości usług hotelarskich oraz zaprezentowania zasad funkcjonowania systemu jakością na przykładzie badanego hotelu.
Increasingly many companies, including those operating on the market of tourist services, strive to obtain the certified quality management system according to ISO 9000 standards. The research being carried out shows that service companies with quality certificates receive a number of external and internal benefits by this virtue. External benefits of a company testify to: using its certificate for marketing purposes, a possibility of bidding for a bigger number of tenders and an increase in a company’s prestige. Internal benefits usually include: ordering the organisational structure in a company and also ordering work procedures and methods, which is in favour of the general improvement of an organisation’s functioning (Sikora, Bałaga, 2006, p. 130). The aim of the article is to present the role which the quality management system plays in the functioning of a company active on the market of tourist services, using an example of the Hotel. Achieving the aim set in this way requires presenting the essence and the main features of the services, followed by attempting to define the quality of a hotel service, pinpointing the areas for hotel service improvement as well as presenting the operational principles of the quality management system on the example of the Hotel being analysed.
Źródło:
Zeszyty Naukowe Małopolskiej Wyższej Szkoły Ekonomicznej w Tarnowie; 2010, 2(16); 149-159
1506-2635
Pojawia się w:
Zeszyty Naukowe Małopolskiej Wyższej Szkoły Ekonomicznej w Tarnowie
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
The role of safety in service quality in the opinion of traditional and digital customers of postal service
Autorzy:
Kowalik, Kamila
Powiązania:
https://bibliotekanauki.pl/articles/111883.pdf
Data publikacji:
2020
Wydawca:
Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:
postal service
safety
service quality
usługi pocztowe
jakość usług
opinia klienta
Opis:
One of the factors allowing to shape safety and quality of a postal service is an opinion of its customer. In the following paper, the analysis of the impact of a customer’s perception of safety on the service quality assessment has been presented. Research results presented in the paper refer to opinions of traditional and digital customers of postal services. The presented analysis is enriched by a theoretical framework of service quality, the explanation of the concept of safety, and a complementary characteristics of traditional and digital postal services. Afterwards, safety attributes of the postal services have been proposed, explained and highlighted. Subsequently, the results presented in the paper refer to the validity of particular chosen safety attributes of postal services.
Źródło:
Production Engineering Archives; 2020, 26; 1-4
2353-5156
2353-7779
Pojawia się w:
Production Engineering Archives
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Requirements elicitation of passengers with reduced mobility for the design of high quality, accessible and inclusive public transport services
Autorzy:
Starzyńska, B
Kujawińska, A.
Grabowska, M.
Diakun, J
Więcek-Janka, E.
Schnieder, L.
Schlueter, N.
Nicklas, J. -P.
Powiązania:
https://bibliotekanauki.pl/articles/407052.pdf
Data publikacji:
2015
Wydawca:
Polska Akademia Nauk. Czytelnia Czasopism PAN
Tematy:
requirements management
service quality
sustainable transport
public transport planning
Opis:
In this article the authors present the methodology adopted and the results obtained in the first stage of the research encompassing focus group interviews (FGI) about the needs of public transport users in a selected city (Poznan). The elicitation and assessment of the requirements were carried out for three groups of people with disabilities using public transport in the city of Poznań: blind and partially sighted people, deaf and hearing-impaired people, as well as people with locomotor dysfunctions. A study carried out on the basis of a scenario especially designed for the FGI purpose has made it possible to identify barriers for people with disabilities and, consequently, to formulate their pre-trip, on-trip and post-trip requirements when it comes to urban public transport services. The results will be used to construct a questionnaire to be used further on in the project.
Źródło:
Management and Production Engineering Review; 2015, 6, 3; 70-76
2080-8208
2082-1344
Pojawia się w:
Management and Production Engineering Review
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Quality of polish post services in the opinion of customers
Autorzy:
Hermaniuk, T.
Rosak-Szyrocka, J.
Powiązania:
https://bibliotekanauki.pl/articles/114738.pdf
Data publikacji:
2015
Wydawca:
Stowarzyszenie Menedżerów Jakości i Produkcji
Tematy:
quality
service quality
Polish Post
jakość usług
konkurencja rynkowa
Poczta Polska
Opis:
The postal services market in Poland in recent years opened up to competition. Gradually was reduced an area of services reserved for the public operator and at the same time increased market competition. Opening of the market forced the Polish Post to face the market competition in all areas of its business. In view of these changes of particular importance becomes the need to adopt an approach aimed to meet the needs of consumers, in which the quality of the offer will be a priority item. The purpose of this article is to present the results of studies on the quality of the offer of Polish Post in the opinion of its customers.
Źródło:
Zeszyty Naukowe. Quality. Production. Improvement; 2015, 2 (3); 1-11
2544-2813
Pojawia się w:
Zeszyty Naukowe. Quality. Production. Improvement
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Pomiar i ocena jakości usługi obsługi i naprawy samochodów osobowych z wykorzystaniem skal ważności realizacji
Measuring and evaluating quality of the operation and repair services of passenger cars with the use of importance-performance scales
Autorzy:
Lotko, M.
Paździor, P.
Powiązania:
https://bibliotekanauki.pl/articles/310339.pdf
Data publikacji:
2017
Wydawca:
Instytut Naukowo-Wydawniczy "SPATIUM"
Tematy:
jakość obsługi
ankieta
warsztat samochodowy
customer service quality
survey
car service
Opis:
Celem opracowania było wykazanie użyteczności skal ważności realizacji do pomiaru i oceny jakości usług obsługi i naprawy samochodów osobowych. Badanie przeprowadzono metodą ankietową. Kwestionariusz ankiety składał się z 2 części. Pierwszą stanowiły pytania metryczkowe, charakteryzujące użytkowników aut, a drugą, merytoryczną, stanowiły pytania kwestionariusza SERVQUAL. Pod uwagę brano realizację jakości oraz ważność poszczególnych cech (zmiennych). Analiza wyników przeprowadzonego badania pozwala stwierdzić, że należy dążyć do podnoszenia jakości w obrębie zmiennych związanych z dbałością o interesy klientów oraz szybką i sprawną obsługą. Średni poziom jakości tych zmiennych ankietowani ocenili jako niski, natomiast średnią ich wagę jako wysoką. Przeprowadzona analiza literatury wykazała, że skale ważności realizacji dotychczas nie były wykorzystywane do pomiaru jakości usług obsługi i naprawy samochodów osobowych, zatem wypełnienie tej luki stanowi element innowacyjny w opracowaniu.
The purpose of this paper was to prove the usefulness of importance-performance scales for measure and evaluation the quality of operation and repair services of passenger cars. The study was carried out with the use of a survey method. The questionnaire was composed of two parts. The first part included demographical questions characterizing the users of the passenger cars and the second part, the substantial one, included SERVQUAL questionnaire queries. Realization of quality and importance of particular features (variables) were analyzed. The analysis of the results of the study demonstrates that it is necessary to make every endeavour to raise of quality of features connected with attention of customers matters, quick and efficient service. Average quality was evaluated as low, but average importance as high. The analysis of literature has demonstrated that importance-performance scales have not yet been used for the measurement of the operation and repair services of the passenger cars, therefore filling of this gap constitutes the innovative element of the study.
Źródło:
Autobusy : technika, eksploatacja, systemy transportowe; 2017, 18, 4; 28-32
1509-5878
2450-7725
Pojawia się w:
Autobusy : technika, eksploatacja, systemy transportowe
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Gender as a Factor in the Physician and Patient Interaction: From the Service Quality Perspective
Autorzy:
Haile, Versavel Tecleab
Powiązania:
https://bibliotekanauki.pl/articles/2012562.pdf
Data publikacji:
2018
Wydawca:
Uniwersytet Warszawski. Wydawnictwo Naukowe Wydziału Zarządzania
Tematy:
gender
physician
patient
interaction
service quality
gender stereotype
communication
Opis:
Research has not yet adequately explored the potential interplay between the physician’s gender and the patient’s perception of the service quality. Although various studies have covered the measurement of service quality in the hospital industry, the gender perspective has not been touched on significantly. This study is a review article that aims to explore how gender matters to the physician-patient interaction in the service setting. It discusses the patient’s responses to physicians of different genders and the behavior of physicians of different genders. Consequently, it was found that gender is one of the factors that influence the physician-patient interaction and patients’ perception of the doctor’s competence. The gender of the physician as well as the patient could influence the communication level in medical encounters. Gender-based stereotypes in the service encounter could also affect the patient-physician interaction and the evaluations that patients give to physicians. Moreover, it was discussed that traditions, religion, culture, stereotypes and past experience serve as a foundation for customers to form a preference for the physician’s sex. The relationship between the physician and the patient is shaped by many factors lying on both the patient’s and the doctor’s side. These factors include the difference in communication style between males and females, the patient-physician gender dyad, the difference in personality traits between males and females. All these factors fall under the service dimension that is essential in measuring the quality of service.
Źródło:
Journal of Marketing and Consumer Behaviour in Emerging Markets; 2018, 2(8); 21-32
2449-6634
Pojawia się w:
Journal of Marketing and Consumer Behaviour in Emerging Markets
Dostawca treści:
Biblioteka Nauki
Artykuł
Wyświetlanie 1-25 z 294

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