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Tytuł:
Selected methods of studying a college’s image
Autorzy:
Kowalska-Jarnot, Katarzyna
Powiązania:
https://bibliotekanauki.pl/articles/108373.pdf
Data publikacji:
2019
Wydawca:
Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie. Wydawnictwo AGH
Tematy:
university
customer satisfaction
student satisfaction
Opis:
Positive image and reputation building are important strategies in developing the permanent recognition of a college in the education market. Although it seems challenging to measure image and reputation, they are an important opportunity to gain a competitive advantage due to the fact that they are unique, hard to imitate and increase a college’s chances of attracting more students. Image management requires systematic marketing research. This article is the author’s proposition for a set of image research methods that can be used by colleges.
Źródło:
Managerial Economics; 2019, 20, 2; 133-150
1898-1143
Pojawia się w:
Managerial Economics
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer satisfaction in Slovak spas: Case studies of Rajecké Teplice, Piešťany and Brusno
Autorzy:
Čuka, Peter
Gregorová, Bohuslava
Powiązania:
https://bibliotekanauki.pl/articles/1797701.pdf
Data publikacji:
2020-12-29
Wydawca:
Uniwersytet Łódzki. Wydawnictwo Uniwersytetu Łódzkiego
Tematy:
Rajecké Teplice spa
Piešťany spa
Brusno spa
customer satisfaction
elements of customer satisfaction
Opis:
This work aims to present a customer satisfaction model using selected examples from the spa industry. Specifically, it is a presentation of the satisfaction of spa customers and visitors to the Slovak spa of Rajecké Teplice, in comparison with Piešťany and Brusno. Customer satisfaction is a multiple phenomenon which is evaluated mainly by qualitative methods. Our motivation is to draw attention to the difficulty and subjectivity of qualitative research concerning such satisfaction, especially at in-service facilities in selected Slovak spas. Customers ranked them and created a ‘top 12’, according to their importance in the subjective perception of spa environments, services, health services and attractions in terms of satisfaction. In addition, the result is a comparison of the individual satisfaction of spa customers in heterogeneous spa towns. Piešťany is the most important Slovak spa center, Trenčianske Teplice is a medium-sized spa town, and Brusno a small stagnant spa.
Źródło:
Turyzm; 2020, 30, 2; 85-90
0867-5856
2080-6922
Pojawia się w:
Turyzm
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
An Investigation into the Relationship between Emotional Labor and Customer Satisfaction
Autorzy:
Mohammad Eneizan, Bilal
Ahmad abdelqader Alsakarneh, Asaad
A.AL-kharabsheh, Kamel
AL-Abrrow, Hadi
Alnoor, Alhamzah
Powiązania:
https://bibliotekanauki.pl/articles/1810535.pdf
Data publikacji:
2020-01-30
Wydawca:
Akademia Leona Koźmińskiego w Warszawie
Tematy:
emotional labor
customer satisfaction
job satisfaction
mentoring
Opis:
Purpose: This study primarily aims to provide insight into the role of deep acting and surface acting effects on customer satisfaction, with job satisfaction as the mediating and mentoring as the moderating variable. Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country Methodology: The study employs SPSS 21 for the analysis of data gathered with a survey questionnaire. The survey involved a sample of 291 employees of Jordanian service firms. Findings: Obtained findings indicate significant direct relationships, with surface acting negatively related to both job satisfaction and customer satisfaction and deep acting positively related to both. The results support the mediating role of job satisfaction on the relationship between surface acting and customer satisfaction, along with deep acting and customer satisfaction. Moreover, the outcome substantiates the moderating role of mentoring on both acting types with job satisfaction. Implication: This is the first study to empirically examine the mediating role of job satisfaction on the employee emotional labor relationship with customer satisfaction in service companies of a developing country.
Źródło:
Central European Management Journal; 2019, 27(4); 23-47
2658-0845
2658-2430
Pojawia się w:
Central European Management Journal
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Improving baltic sea services : a quantitative planning approach
Autorzy:
Michalk, P.
Powiązania:
https://bibliotekanauki.pl/articles/409415.pdf
Data publikacji:
2012
Wydawca:
Politechnika Poznańska. Wydawnictwo Politechniki Poznańskiej
Tematy:
RoRO shipping
customer satisfaction
service planning
Opis:
Reduction of inventories and optimum delivery of input goods are important parameters for efficient production processes. Therefore transport processes are a vital part of industrial production, and their features are important determining factors for production planning. Especially in the Baltic Sea region, short sea roro shipping connections are an important part of transport chains but also constitute a bottleneck through their restricted schedules. The attractivity of a short-sea roro shipping connection is determined through several factors. Among these are shipping prices, transport time, frequency but also factors that cannot be influenced by the ships operator, such as obligatory driver breaks for truck drivers, which use the shipping service, the geographical position of ports and the geographical position of logistics hotspots which determine the main-transport flows. A roro shipping service that is part of an optimal connection between two logistics hotspots would have a clear advantage on the market. The paper shall present a model that allows for the analysis of complete intermodal RoRo-shipping chains in regard to their attractivity for their end-customers. The model cumulates different features of a transport chain into one indicator. Thereby allowing the optimization of RoRo shipping connection towards customer needs.
Źródło:
Research in Logistics & Production; 2012, 2, 4; 307-316
2083-4942
2083-4950
Pojawia się w:
Research in Logistics & Production
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Masking problem in identification of service quality determinants with an application of the cart model – an example of the public services quality research in Poland
Autorzy:
Jefmański, Bartłomiej
Łapczyński, Mariusz
Powiązania:
https://bibliotekanauki.pl/articles/424947.pdf
Data publikacji:
2013
Wydawca:
Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Tematy:
CART
masking of variables
customer satisfaction
Opis:
An important part of customer satisfaction surveys of the acquired service is to identify the key factors affecting its quality. Since customer satisfaction is a complex category thus its measurement and analysis require the use of multivariate statistical methods. One of them is the CART method (Classification and Regression Trees). Its use in the identification of the key determinants of the quality of services may, however, be associated with the emergence of the so-called variable masking problem, that was characterized in the article. Possible ways of solving it were exemplified in the customer satisfaction survey results of one of the Polish Municipal Offices.
Źródło:
Econometrics. Ekonometria. Advances in Applied Data Analytics; 2013, 3(41); 24-31
1507-3866
Pojawia się w:
Econometrics. Ekonometria. Advances in Applied Data Analytics
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Wykorzystanie wielowymiarowych reguł asocjacyjnych do poszukiwania uwarunkowań satysfakcji klientów z usług jednostek samorządu terytorialnego
The use of multidimensional association rules in search of determinants of customer satisfaction with services of local government units
Autorzy:
Błoński, Krzysztof
Powiązania:
https://bibliotekanauki.pl/articles/420094.pdf
Data publikacji:
2015
Wydawca:
Wydawnictwo Uniwersytetu Ekonomicznego we Wrocławiu
Tematy:
customer satisfaction
association rules
local government
Opis:
The article aims at presenting the results of the application of multidimensional association rules to explore the potential determinants of satisfaction with services. The bases for the search are the results of a study on the importance of social engagement and attachment to the place of residence to the satisfaction of the services provided by LGUs. The article has a research nature and has been prepared on the basis of the results of the survey. The research procedure also benefited from the literature in sociology and data mining available in the form of books and articles. The results of the carried out analysis indicate that between social engagement and satisfaction with services provided by LGUs and attachment to the place of residence and satisfaction with the services there are links and they can be pointed to as determinants of customer satisfaction. One should not assume that the two mentioned relationships relate to the entire studied population, but to the selected groups.
Źródło:
Nauki o Zarządzaniu; 2015, 4 (25); 28-37
2080-6000
Pojawia się w:
Nauki o Zarządzaniu
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Assessment of Customer Satisfaction in Logistic Operators
Autorzy:
Kramarz, Marzena
Slupina, Maciej
Powiązania:
https://bibliotekanauki.pl/articles/504230.pdf
Data publikacji:
2017
Wydawca:
Międzynarodowa Wyższa Szkoła Logistyki i Transportu
Tematy:
Customer Satisfaction Index
quality maps
logistics customer service
Opis:
Among numerous factors which affect a company's success on the market, the customer satisfaction is an important element. This paper presents a proposal for customer satisfaction assessment procedures which takes into account customer segmentation. A survey was carried out among the customers of the Silesian branch of an international logistic operator. As a result, CSI was measured in selected segments, quality maps were prepared and logistic customer service elements requiring improvement were proposed.
Źródło:
Logistics and Transport; 2017, 35, 3; 13-20
1734-2015
Pojawia się w:
Logistics and Transport
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service
Autorzy:
Hastenteufel, Jessica
Kiszka, Sabrina
Powiązania:
https://bibliotekanauki.pl/articles/1201255.pdf
Data publikacji:
2020
Wydawca:
Akademia Górniczo-Hutnicza im. Stanisława Staszica w Krakowie. Wydawnictwo AGH
Tematy:
customer expectations
customer satisfaction
customer loyalty
integral customer
advisory service
Opis:
Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.
Źródło:
Managerial Economics; 2020, 21, 1; 7-47
1898-1143
Pojawia się w:
Managerial Economics
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Competitive Strategies and Improved Performance of Selected Nigeria Telecommunication Companies
Autorzy:
Akingbade, Waidi Adeniyi
Powiązania:
https://bibliotekanauki.pl/articles/474890.pdf
Data publikacji:
2014
Wydawca:
Fundacja Upowszechniająca Wiedzę i Naukę Cognitione
Tematy:
competitive strategy
performance
lower pricing
customer satisfaction
Opis:
The influence of globalization in telecommunication companies has greatly increased the level of competition in the industry and they are forced to be competitive to survive. Different types of strategies are put in place in order to be profitable and competitive. All these strategies are directed to attract, retain and maintain customers for continuous profitability. However, majority of them hardly measure the impact of their strategic innovation on their customers. The paper seeks to explore the influence of competitive strategies embarked upon by selected telecommunication companies in Nigeria on their performance. The paper also examines how competitive strategies could be implemented for improved customer satisfaction, retention and loyalty. Three null hypotheses were postulated to test the relationship between lower prices and customer satisfaction, uninterrupted trunk services and customer loyalty, and customer complaint handling and retention. Only customers using telephone service were selected as respondents from Lagos State. The state was stratified in to 20 local government council area and questionnaires were distributed to 125 respondents in each of them. The completion rate of the questionnaire in each of them is between 103 and 110. Survey research design was adopted to carry out the study. A structured questionnaire was designed and validated through the construct validity and tested for confirmation using the KMO measure of sampling adequacy. It was also made reliable using Cronbach’s Alpha test. From the study, findings revealed relationship between competitive strategies and customer satisfaction, retention and loyalty. The findings revealed that there is a relationship between competitive strategies, its constituents and performance of telecommunication companies. It is recommended that universal mobile telecommunication services (UMTS) operators should adopt the culture of competitive strategies since it can impact on their performance for achieving competitive advantage.
Źródło:
Journal of Entrepreneurship, Management and Innovation; 2014, 10, 4; 143-168
2299-7075
2299-7326
Pojawia się w:
Journal of Entrepreneurship, Management and Innovation
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Effect of service quality assessment on perception of TOP hotels in terms of sentiment polarity in the Visegrad group countries
Autorzy:
Stefko, Robert
Fedorko, Richard
Bacik, Radovan
Rigelsky, Martin
Olearova, Maria
Powiązania:
https://bibliotekanauki.pl/articles/19233601.pdf
Data publikacji:
2020
Wydawca:
Instytut Badań Gospodarczych
Tematy:
sentiment polarity
customer satisfaction
hotel
Visegrad group
Opis:
Research background: In the developed countries, the services sector, which also includes the accommodation services, is a significant source of the gross national product. Tourism can be perceived as an important determinant of countries' economies, so attention paid to the needs of clients is at least necessary and beneficial. Purpose of the article: The aim of the study is to assess the quality of services provided and the perception of the hotel from the point of view of the accommodated clients. This objective was fulfilled by determining the effect of selected indicators of perception of the quality of provided services (location, personnel evaluation, cleanliness, equipment, comfort, price/quality ratio of provided services, free Wi-Fi connection) on the indicator determining the perception of the hotel (polarity of sentiment). Methods: In the analysis of the above, 22,000 text-reviews of 117 five-star hotels of the Visegrad Group countries were evaluated. The hotel reviews were obtained from Tripadvisor.com and indicator rankings from Booking.com. The analysis made use of the regression analysis methods - influence (regulatory models - Ridge, Lasso, Elastic net, and multiple linear regression - OLS). Findings & Value added: It has been found out that hotel equipment and cleanliness have the greatest effect on the polarity of sentiment. As could be expected, the trend has an upward tendency - that is, as quality increases, so does the sentiment polarity - the perception of hotel facilities. Overall, the analysed sentiment variables can be considered positive, as was confirmed by the positive coefficients of the coherence analysis (Spearman-ρ; Pearson-r), as well as the upward trend in the predictions under the regression analysis. Hotels should be strategically customer-oriented and, as the analyses show, pay the greatest attention to equipment and cleanliness. The services of accommodation facilities are dominant in terms of satisfaction with the destination in general, so in the long run, they should be given due attention. These findings are particularly beneficial for hotel services provided in the Visegrad Group countries, as no research studies have yet been carried out on customer evaluation of the quality of accommodation facilities using the presented methods.
Źródło:
Oeconomia Copernicana; 2020, 11, 4; 721-742
2083-1277
Pojawia się w:
Oeconomia Copernicana
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Measuring Customer Retention in the European Automotive Sector
Autorzy:
Sliż, Piotr
Delinska, Liwia
Powiązania:
https://bibliotekanauki.pl/articles/1934175.pdf
Data publikacji:
2021
Wydawca:
Akademia Leona Koźmińskiego w Warszawie
Tematy:
customer retention
customer satisfaction
relationship marketing
aftersales service
automotive
Opis:
Purpose: The main purpose of the work is to present the results of the customer retention level in the automotive sector based on the proposed measurement indicators: “serviced and sold” (SESO) and “sold and serviced” (SOSE). Design/methodology/approach: The study investigates the dealership of passenger cars belonging to one of the European automotive concerns. The following research methods were used in the article: systematic literature review, participant observation, and data mining. Findings: As a result of the implementation of empirical proceedings, we proposed a theoretical model in terms of data flow in sales and aftersales service processes, thus enabling the design of SOSE and SESO retention indicators and their empirical verification in the examined organization. Research limitations/implications: The presented indicators can be widely used in the analysis of retention of aftersales service clients. However, the presented research results cannot be applied to other organizations that provide similar results due to the non-probabilistically selected company. Practical implications: The proposed indicators can be used by other organizations in different industries in assessing the level of retention in manufacturer-user and seller-user relations. Originality/value: The study provides tools that allow for retention analysis from both the customer and product viewpoint. The concept has a universal value for enterprises that conduct sales and aftersales services under one structure.
Źródło:
Central European Management Journal; 2021, 29(3); 63-85
2658-0845
2658-2430
Pojawia się w:
Central European Management Journal
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Metodologia macierzy satysfakcja-lojalność i oczekiwania-satysfakcja wykorzystywanych w badaniach zadowolenia klienta
Methodology of the satisfaction-loyalty and expectations-satisfaction matrices used in customer satisfaction surveys
Autorzy:
Biesok, G.
Wyród-Wróbel, J.
Powiązania:
https://bibliotekanauki.pl/articles/325615.pdf
Data publikacji:
2018
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
badania konsumenckie
satysfakcja klienta
badanie satysfakcji klienta
metody macierzowe
consumer research
customer satisfaction
customer satisfaction survey
matrix methods
Opis:
Artykuł prezentuje metodologię konstruowania macierzy satysfakcja-lojalność i oczekiwania-satysfakcja, możliwości wnioskowania z ich pomocą, ich zastosowanie w badaniach satysfakcji klienta i wynikające z tego korzyści. Opracowanie przedstawia zasady tworzenia macierzy, ilustruje ich użycie, pokazuje zaproponowane przez autorów wskaźniki parametryzujące macierz oraz wnioski, jakie można wysnuć na podstawie analizy macierzy. W podsumowaniu wskazuje na zalety i wady związane z wykorzystaniem prezentowanych metod.
The article presents the methodology of constructing the satisfaction-loyalty and expectation-satisfaction matrices and their application in customer satisfaction surveys. It presents the principles of matrix creation, illustrates their use, shows the indicators proposed by the authors, parameterizing the matrix. The paper shows what conclusions can be derived from the matrix analysis and summarizes the advantages and disadvantages of using the presented methods.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2018, 131; 27-37
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Customer satisfaction in retail banking – current and future research trends
Autorzy:
Bugdol, Marek
Jemczura, Tomasz
Powiązania:
https://bibliotekanauki.pl/articles/321978.pdf
Data publikacji:
2019
Wydawca:
Politechnika Śląska. Wydawnictwo Politechniki Śląskiej
Tematy:
customer satisfaction
customer
client
bank
service
satysfakcja klienta
klient
usługa
Opis:
The article discusses current trends and directions of research related to diagnosing the level of customer satisfaction in retail banking. The authors review the literature and organize the main research areas. In addition, they undertake a discussion and review of current directions of customer satisfaction studies and propose new directions resulting from current research gaps. The problem of customer satisfaction surveys has been presented both ways – from the research and scientific perspective, as well as from the viewpoint of customer satisfaction surveys completed by one of the biggest banks in the world.
Źródło:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska; 2019, 136; 69-85
1641-3466
Pojawia się w:
Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
Dostawca treści:
Biblioteka Nauki
Artykuł
Tytuł:
Proposal of methodology for customers relationships establishing in terms of transport services
Autorzy:
Hajduk, Iwona Ewa
Poliak, Miloš
Powiązania:
https://bibliotekanauki.pl/articles/24200870.pdf
Data publikacji:
2023
Wydawca:
Sieć Badawcza Łukasiewicz. Przemysłowy Instytut Motoryzacji
Tematy:
management
transport sector
consumer
relationship
customer satisfaction
Customer Relationship Management
Opis:
Currently, the market is focused not only on the quality of services, but also on customer comfort, requiring service providers to constantly modernize their methods of operation. Due to the progressing digitization of various areas of business activity, it is necessary to implement current available technological aids in order to maintain competitiveness and build long-term relationships with the client. Delivering products to the point of consumption is a very important element in the supply chain, and transport companies act as both intermediaries and service providers. The article is a proposal of a methodological solution for companies dealing with transport services in the field of building long-term relationships with the client using modern technologies and methodologies. The results show the strategies and systems with which transport companies can strive to build a competitive offer in the supply chain. As a target solution, it was proposed to use solutions such as Customer Relationship Management (CRM) in the process of developing a methodology for building relationships with customers in the area of transport services. The development and functioning of the global economy market is not possible without a net-work of transport connections-communication infrastructure, as well as a service provider-consumer relationship.
Źródło:
Archiwum Motoryzacji; 2023, 101, 3; 5--31
1234-754X
2084-476X
Pojawia się w:
Archiwum Motoryzacji
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
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