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Search results for: CUSTOMER SATISFACTION
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Quality improvement in Polish public administration in the context of the creativity potential of tools and techniques of customer satisfaction research
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From user satisfaction to customer loyalty: addressing economic values in user-centered design of on-line services
Publicationartykuł omawia czynniki ekonomiczne wpływające na satysfakcję użytkownika w usługach on-line, a zwłaszcza te, które wpłacają w dłuższej perspektywie na kształtowanie lojalności klienta w stosunku do dostawcy określonych usług on-line. Przeprowadzono oceny eksperckie oraz badania z udziałem użytkowników, które pozwoliły na wskazanie preferencji użytkowników odnośnie czynników ekonomicznych. wykazano, że czynnikiem krytycznych dla...
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Impact of Usability Website Attributes on Users’ Trust, Satisfaction and Loyalty
PublicationThis paper presents the results of an experimental study aimed at identifying possible relationships among website usability characteristics, consumer satisfaction, trust and loyalty. These factors regard not only customer satisfaction in a transactional sense, but in the long term they may affect e-customer behavior, opinions, recommendations and attitudes toward using on-line services in general. The study was performed with...
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The Relational Benefits and the Quality of Services in Tourism
PublicationIn a very competitive environment, it is highly important to identify the indicators that exert a major influence on customer satisfaction and loyalty. Based on the current relationship marketing concept of relational benefits (Gwinner, Gremler, Bitner, 1998; Hennig-Thurau, Gwinner, Gremler, 2002) and destination quality (Blazquez-Resino, Molina, Esteban-Talaya, 2015), a conceptual model was built. The present paper aims to analyse...
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Teaching management skills to software develop- ment teams through the lean start-up methodology
PublicationIn order for development teams to understand the impact of software development on value delivery it is important that all team members, including software engineers, possess adequate management skills which not always have been acquired during university education. The lean start-up methodology techniques enable new ventures to test hypothesis, gather customer feed- back and create a minimum viable product. The obtained information...
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Doświadczenie jako wartość dla klienta
PublicationMarketing doświadczeń opiera się na przekonaniu, że oprócz produktu i usługi konieczne jest wyodrębnienie dodatkowej wartości, jaką jest niepowtarzalne doświadczenie, spełniające racjonalne i emocjonalne oczekiwania nabywcy. Autorka opisuje rolę doświadczeń w kształtowaniu postaw konsumenckich oraz budowaniu satysfakcji i lojalności klienta. Omawia również zasady służące projektowaniu pozytywnych doświadczeń zakupowych.
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Automation of the Road Gate Operations Process at the Container Terminal—A Case Study of DCT Gdańsk SA
PublicationThe future increased terminal capacity will result in more container movement through the road complex and rail siding, which are one of the most critical areas (potential bottlenecks) in the container terminal. Truck turnaround time is one of the major factors that customers take into account while deciding how many container volumes they will handle through the container terminal. To enable to optimize increased traffic with...
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Pozytywne doświadczenia zakupowe w kreowaniu lojalności nabywczej
PublicationDoświadczenie zakupowe to rodzaj mentalnej podróży, pozostawiającej niematerialne wrażenia, w postaci wiedzy i śladu emocjonalnego [69], będące kluczowym elementem w zrozumieniu zachowań konsumentów, jak również istotnych zmian zachodzących we współczesnym marketingu [10]. Cel: Celem głównym badań było ukazanie wpływu pozytywnych doświadczeń zakupowych na kształtowanie satysfakcji i lojalności nabywczej oraz sposobów budowania...
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Usability Testing of Mobile Applications: A Methodological Framework
PublicationLess than five percent of all mobile applications have become successful throughout 2023. The success of a new mobile application depends on a variety of factors ranging from business understanding, customer value, and perceived quality of use. In this sense, the topic of usability testing of mobile applications is relevant from the point of view of user satisfaction and acceptance. However, the current knowledge seems to be fragmented,...
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Briding the communicational gap between client and software developer
PublicationOften is it the case that people find it difficult to bridge thecommunicational gap between themselves and others. This is something of a problem, to say the least. My aim is to explain and to clarify the reasons behind this and to hopefully overcome any obstacles, to allow for a much smoother and more accurate means of fulfilling client and software developer needs.I have found through my own personal experience something which...