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  • Author: Manuela Ingaldi x
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Abstract

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.

Abstract

Aluminium is one of raw materials that can be practically continuously recycled. Thanks to the proper sorting of aluminium scrap it is possible to produce precisely the same products that it was made before Selective waste collection and an extensive network of waste collection points have significant impact on the recovery level of used aluminium beverage cans. The purpose of the article was to analyse the results of surveys on aluminium segregation in Silesia voivodship. According to literature people are increasingly interested in environmental protection and what is happening with waste generated by them. But there is lack of information about people from different regions of Poland. From the research presented in the paper it can be concluded that people realize that used aluminium beverage cans become packaging waste which can be easily recycled so most of them segregate them in everyday life. This is the result of changes in the legislation on municipal waste and their segregation, as well as the element of environmental education.

Abstract

Everyone, every day or almost every day, uses various type of services, without being even aware of it. They could have been both intangible and material services. Customers want to receive services of the highest quality, and service providers are looking for solutions to meet their requirements. They can analyze the quality of their services to indicate the strengths and weaknesses of these services to know what needs to be improved and what can be omitted. In the literature on the quality engineering, many methods that can be used in such a situation are described. In most cases, these methods are based on the differences between customers’ expectations for the service and the perception of the service which they received. In case of most of these method, there is a need of information from customers about research service, which means that they are involved in this process. In the paper five methods of quality service analysis, which are the most often used by service enterprises, were briefly characterizes to help readers to choose the most accurate one for them.

Abstract

Customers are more and more deciding to use various types of services via Internet. They make very often different types of purchases. E-commerce is becoming more and more popular and developed. Unfortunately, according to customers, online shopping is not free from problems. Customers are afraid that the ordered goods will not be sent to them, will not meet their expectations, or will be destroyed during transport. An important aspect is also the payment method for this type of shopping. Customers often prefer to pay more to use the option of payment on delivery to avoid losing money if the ordered goods do not be delivered to them. The purpose of the paper is to analyze the safety of services offered via Internet. In the research the customers of different e-shops expressed their opinion on problems that may affect the safety of the offered services. Thanks to the research, it was possible to identify risk areas in accordance with the opinion of customers.

Abstract

The paper assessed the quality of educational services using the SERVQUAL. In order to use the SERVQUAL method for identification of the needs and expectations of university students from engineering courses, the statements used in the method were modified by adjusting them to key characteristics of services provided by the higher education system. The aim of the paper was to analyze gaps in expectations concerning services and the perceived level of meeting these services. The paper has a form of a case study.

Abstract

Job satisfaction has a big impact on how an employee performs his job. Both elements have an impact on job safety and employee perception of it. A satisfied employee devotes himself to work, performs orders better, cares for others and for himself. He feels safe in the enterprise. The aim of the paper was to assess employees' job satisfaction and their work performance with use of simply survey. In order to achieve this aim, a survey was conducted among employees of a chosen metallurgical enterprise who were asked to assess level of their job satisfaction. The employees defined their job satisfaction by referring to 20 statements describing this satisfaction and evaluating three factors that were used to compute the satisfaction index. The survey allowed for indication the general level of employee satisfaction.

Abstract

Strategy is a high-level plan to achieve one or more goals under conditions of uncertainty. Strategy becomes necessary when it is known or suspected there are insufcient resources to achieve these goals. To choose a good strategy, it is important to check frst the strategic position of a company. The SWOT analysis is a very useful tool to do so. Everyone almost every day buys food to live. For people, it is very important to buy food with good quality at a low price. That is why the authors chose a food company to check its strategic position. In this paper, the strategic position of the chosen food company was specifed. This allowed assessing the current situation of the company and to determine the direction of its future activities. The company should use the maxi-maxi strategy.

Abstract

The article focuses on analysing one of the elements of technological level in a company using the ABC method. The technological modernity of a machine used during the production process of screws was evaluated. In average, this machine was assigned the score 3.4, meaning that most parts of the machine were manufactured using more complex technologies requiring technical skills and knowledge, and many of them also with modern technologies. This means that the machine examined was quite modern

Because of its specificity, service quality is difficult to assess, especially since there is no materiality in it, it cannot be seen. Usually the gap between the expectations of customer and their perceptions in relation to a particular service is observed. This article aim is to evaluate the quality of catering services offered by one of the breweries (restaurant) in Silesia. The importance-performance analysis, which is often underestimated, was used in order to show its advantages. The survey was conducted among 137 customers of the selected brewery in Czestochowa. The average values of evaluations of all individual questions from both parts of survey were calculated. Then, average values for the pair of statements (performance; importance) were placed in the importance-performance map. The analysis revealed that the service quality of the research brewery is placed in quadrant II, i.e. the area of reasonable property of needs. This means that the improvement of service quality is not necessary.