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Search results for: CUSTOMER SATISFACTION
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Adopting Collaborative Games into Agile Requirements Engineering
PublicationIn agile software development, where great emphasis is put on effective informal communication involving diverse stakeholders, success depends on human and social factors. Not surprisingly, the Agile Manifesto advocates principles and values such as “individuals and interactions over processes and tools”, “focus on the customer”, “collaborate regularly”, “communicate face-to-face within the team” and “have regular team introspection”....
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Data from the survey on assessment of satisfaction with graduating from Gdańsk University of Technology in the opinion of foreign graduates
Open Research DataThe dataset includes data from the survey on the Gdańsk University of Technology foreign graduates’ on assessment of satisfaction with graduating from university. The research was conducted over a four-month period, from December 2019 to March 2020, using the Computer-Assisted Web Interview (CAWI). The research sample included 142 respondents. The study...
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Gdańsk University of Technology graduates’ satisfaction with graduating from a given field of study – years 2015-2018
Open Research DataThe dataset includes data from the survey on the Gdańsk University of Technology graduates' from the years 2015-2018 on their satisfaction with graduating from a given field of study. The survey was conducted in the period from 2017 to 2020, two years after the respondents obtained graduate status. The research sample included 7409 respondents. To summarize,...
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Number of customers using only mobile devices (so-called "mobile only") - 2017
Open Research DataThe number of users who only use mobile devices is also growing (excluding access via desktop computers and people who manage to order current transactions in traditional bank branches). At the end of the fourth quarter 2017, there were 2.2 million such people - an increase by 434 thousand. compared to previous year.
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Beata Krawczyk-Bryłka dr
PeoplePsycholog, doktor nauk humanistycznych w dziedzinie zarządzania, adiunkt w Katedrze przedsiębiorczości. 2018 - 2021: Kierownik projektu NCN: „Efektuacyjny model zespołu przedsiębiorczego. Jak działają przedsiębiorcze zespoły odnoszące sukces" od 2016: Quality Standards Lead filaru People management & personal development na studiach MBA Politechniki Gdańskiej 2008 – 2012: Prodziekan ds kształcenia Wzydziału Zarządzania i Ekonomii...
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Towards the value-based design of on-line services
PublicationThe paper identifies economic factors shaping customer bahaviour in on-line services in two interrelated dimensions; (1) economic needs and requirements, relevant to expected benefits and values perceived by customers; (2) technical components, allowing technical realization of on-line services. Technical components were cathegorized into four groups, creating so-called VIPR model: Visual, Interactive, Process and Relationship-relevant...
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Development of a simulation model of the activities of a transport and forwarding enterprise in the organization of international road cargo transportation
PublicationThe object of this study is the process of planning the work of a transport and forwarding company when serving different categories of customers who need organizational support for the delivery of goods by road transport in international traffic. The solved problem is due to the need to devise recommendations for organizing the work of forwarders when interacting with customers of transport and forwarding services that export...
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A Cross-Team Collaborative Evaluation of a CRM System
PublicationThis paper presents an analysis of an usability evaluation a CRM (Customer Relationship Management) performed by a team composed of external usability experts jointly with a CRM staff. The evaluation process differed from a classical scheme known from former projects, including some new elements resulting from a specific context of this study. These novel elements resulted in reshaping the role of the CRM system and considering...
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A note on the applications of artificial intelligence in the hospitality industry: preliminary results of a survey
PublicationIntelligent technologies are widely implemented in different areas of modern society but specific approaches should be applied in services. Basic relationships refer to supporting customers and people responsible for services offering for these customers. The aim of the paper is to analyze and evaluate the state-of-the art of artificial intelligence (AI) applications in the hospitality industry. Our findings show that the major...
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Modeling and Strength Calculations of Parts Made Using 3D Printing Technology and Mounted in a Custom-Made Lower Limb Exoskeleton
PublicationThis study is focused on the application of 3D-printed elements and conventional elements to create a prototype of a custom-made exoskeleton for lower limb rehabilitation. The 3D-printed elements were produced by using Fused Deposition Modeling technology and acrylonitrile butadiene styrene (ABS) material. The scope of this work involved the design and construction of an exoskeleton, experimental testing of the ABS material and...
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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 study of various biometric techniques in bank branches
PublicationThe purpose of the presented research was to evaluate the performance of the prepared biometric algorithms and obtain information on the opinions and preferences of their users in bank branches. The study aimed to determine users' attitudes towards particular modalities and preferences on how to use biometrics after the bank customers had practical experience with the operation of the prototype solutions. The research results...
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Literature Review on Conceptualisation of Online Consumer Engagement
PublicationThe purpose of the current study is to develop a literature review on “online consumer engagement” (OCE). Articles from 2006 to 2016 published in the marketing journals and other related journals have been reviewed to summarise the OCE concept. Although there is not an agreed definition and conceptualisation of OCE, this study classified the concept as either behavioural or psychological within the dimensions of cognitive, emotional,...
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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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Karol Moszyk
PeopleCertified Lean Six Sigma Black Belt with maritime transport and operations academic background. Logistics professional with a broad experience in various container terminal positions, reporting to COO and Operations Director in Operations Department and CFO (directly) and CEO (indirectly) within Performance Improvement Team. Professional ambition is to combine an open and pragmatic leadership style with a customer focus supported...
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Factors of successful client co-production in knowledge-intensive business services
PublicationPurpose This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers. Design/methodology/approach The paper is based on an in-depth...
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Client co-production in knowledge-intensive business services (KIBS): Case study analysis
PublicationPurpose: This paper aims to explore the topic of client co-production in knowledge-intensive business services (KIBS). The paper first sketches a theoretical background and reviews previous studies on factors affecting successful client co-production in such companies and then examines these factors via case study research among a small KIBS company and its five customers. Methodology: The paper is based on an in-depth analysis...
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Bi-GRU-APSO: Bi-Directional Gated Recurrent Unit with Adaptive Particle Swarm Optimization Algorithm for Sales Forecasting in Multi-Channel Retail
PublicationIn the present scenario, retail sales forecasting has a great significance in E-commerce companies. The precise retail sales forecasting enhances the business decision making, storage management, and product sales. Inaccurate retail sales forecasting can decrease customer satisfaction, inventory shortages, product backlog, and unsatisfied customer demands. In order to obtain a better retail sales forecasting, deep learning models...
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The Role of a Software Product Manager in Various Business Environments
PublicationThe aim of the paper is to identify the role of the software product manager depending on the size of the company and the characteristics of the product they are working on. This has been achieved in cooperation with 15 experts from the IT industry. The companies were divided into 4 levels of size: micro-enterprises, small businesses, medium businesses and large enterprises. The characteristics of the products were divided into...
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A new concept of contemporary marketing
PublicationPurpose: This conceptual paper aims to propose a new concept of marketing that responds well to the needs of a changing world, taking into account the continuous development of the service economy and the revolution in the development of the Internet and related tools. Methodology/Approach: The proposed concept is based on well-researched theories: service marketing, experience marketing, relationship marketing and digital marketing...
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Model zaangażowania w relacji usługodawca-klient
PublicationW niniejszej monografii przedstawiono rozwiązania pozwalające lepiej zrozumieć złożoność relacji występujących pomiędzy usługodawcami a klientami oraz metody, które pozwalają tę wiedzę wykorzystać w doskonaleniu procesów organizacji usługowych. Monografia podejmuje problem kształtowania zaangażowania na styku usługodawca–klient jako wstępnego i koniecznego warunku rozwijania relacji w usługach. Opierając się na klasycznej drabinie...
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LOCAL E-MARKETING AND PHARAMACY SELECTION PROCESS AMONG CURRENT AND PROSPECTIVE CONSUMERS
PublicationWORK OBJECTIVES: To examine whether and to what extent a company's presence in Google Search mobile results, and Google Maps service search results, affects pharmacies' acquisition of new consumers RESEARCH QUESTIONS: Does the presence of pharmacies in Google MyBusiness increase the number of their customers ? Is the increase in the...
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Number of individual clients in Polish banks (10 largest entities) in 2017
Open Research DataAccording to the data of the National Bank of Poland, in 2017 Polish banks served 49 million customers (of which 45.5 million were retail customers). The largest number of individual clients was served by PKO Bank Polski - nearly 9.5 million, the second was Bank Pekao - 5.4 million, and the third place in the list of ING Bank Śląski - 4.6 million. A...
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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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Kamil Brodnicki dr inż.
PeopleKamil Brodnicki is an assistant at the Department of Applied Informatics in Management at the Faculty of Economics and Management at the Gdańsk University of Technology. From 2017, he is the head of the Customer Experience laboratory. Since 2011, he has been working in one of the Tri-City IT companies as an IT Systems Analyst, implementing projects in the financial sector. His research interests are focused on the following areas:...
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Video DATA - Traffic generation modeling for discount shops - Rakoczego Street
Open Research DataThe data includes video traffic data (vehicles, pedestrians, cyclists) registered at 21 Rakoczego street in Gdansk. The data covers the day 01.10.2020 at 6:00-10:00. The video camera was installed niearby the parking area belonging to the discount store Lidl. The data obtained was used in analysis, providing information about the modal split and the...
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Software Factory project for enhancement of student experiential learning
PublicationProviding opportunities for students to work on real-world software development projects for real customers is critical to prepare students for the IT industry. Such projects help students to understand what they will face in the industry and experience real customer interaction and challenges in collaborative work. To provide this opportunity in an academic environment and enhance the learning and multicultural teamwork experience,...
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Video DATA - Traffic generation modeling for discount shops - Chrobrego Street
Open Research DataThe data includes video traffic data (vehicles, pedestrians, cyclists) registered at 75 Chrobrego street in Gdansk. The data covers the day 01.10.2020 at 6:00-22:00. The video camera was installed at the parking area belonging to the discount store Lidl. The data obtained was used in analysis, providing information about the modal split, the number...
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Video DATA - Traffic generation modeling for discount shops - Czerska Street
Open Research DataThe data includes video traffic data (vehicles, pedestrians, cyclists) registered at 71 Czerska street in Gdansk. The data covers the day 01.10.2020 at 6:00-22:00. The video camera was installed at the parking area belonging to the discount store Lidl. The data obtained was used in analysis, providing information about the modal split, the number of...
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Video DATA - Traffic generation modeling for discount shops - Gdanska Street
Open Research DataThe data includes video traffic data (vehicles, pedestrians, cyclists) registered at 21C Gdanska street in Gdansk. The data covers the day 01.10.2020 at 6:00-22:00. The video camera was installed at the parking area belonging to the discount store Lidl. The data obtained was used in analysis, providing information about the modal split, the number of...
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Video DATA - Traffic generation modeling for discount shops - Dragana Street
Open Research DataThe data includes video traffic data (vehicles, pedestrians, cyclists) registered at 27 Dragana street in Gdansk. The data covers the day 01.10.2020 at 6:00-22:00. The video camera was installed at the parking area belonging to the discount store Lidl. The data obtained was used in analysis, providing information about the modal split, the number of...
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I love to write and create. Can I earn money doing it? Entrepreneurial process of bloggers
PublicationNew technologies and a new way of looking at the life of future generations, open up new perspectives of entrepreneurial activities. One of them is to run a blog. Although the first blogs appeared many years ago and earning money from running them is also known to bloggers, little research is devoted to this form of entrepreneurship. The analysis of this phenomenon was carried out using the netnography method, which is not common...
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Market orientation and hotel performance: The mediating effect of creative marketing programs
PublicationThis work investigates the indirect effects between market orientation and hotel performance through creative marketing programs. The focus is on exploring the indirect effects between 1) customer orientation, competitor orientation, and cross-functional integration; and 2) hotel financial performance through two aspects of creative marketing programs, namely, novelty and meaningfulness. Through an empirical analysis using structural equation...
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Opinion about causes of framing of Kingston chest (box cooler) damage, on PSV vessel VS4411 DF-PSV (B-855)
PublicationThe subject of analysis is a damage of welded connection of box cooler framing segments, made as separate bars 50mm thickness, connected by the welds in corners. Studies of documents delivered by Customer shows cracks on the fusion of filet welds and twisting of box cooler frame. The subject of analysis is a damage of welded connection of box cooler framing segments, made as separate bars 50mm thickness, connected by the welds...
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Data from the research into the opinions of foreign graduates at the Gdańsk University of Technology
Open Research DataThe dataset includes data from the survey on the Gdańsk University of Technology foreign graduates’ motivation to study abroad, criteria for choosing a place to study, assessment of satisfaction with graduating, professional careers, assitional activities undertaken during studies and socio-demographic characteristics . The research was conducted over...
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Marta Kuc-Czarnecka dr
PeopleMarta Kuc-Czarnecka is the deputy head of the Department of Statistics and Economics at the Faculty of Management and Economics of the Gdańsk University of Technology. She also serves as the Dean's proxy for AMBA accreditation. She is a co-founder of Rethinking Economics Gdańsk and a member of the Foundation Edward Lipiński for the promotion of pluralism in economic sciences. In 2018-2022, she was Eurofound’s quality of life and...
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E-Technologies in Teaching Research Methodology for Engineers – a Case Study of the Course for International Postgraduate Students
PublicationThe Research Methodology course for postgraduate students is challenging, even for an experienced academic teacher. The primary objective of this course is to prepare participants to conduct scientific research and publish the results. This case study presents an original teaching method applied to Research Methodology with Emphasis on Engineering Science, for international engineering students at...
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Employment structure in business services centers broken down into supported process categories.
Open Research DataThe structure of business services provided in centers in Poland is highly diversified, however, the vast majority of entities provide services in several categories of business processes. IT activities and financial and accounting (F&A) services together generate slightly more than half of employment in the industry (51%). Customer Operations (14%)...
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Measurement file of PEEK 70 mm bushing measurements in original condition perforemed on custom-built 3d measuring stand
Open Research DataAfter manufacturing process (lathe turning) bearing was measured on custom bulit measurement stan developed during research project financed by National Centre of Science. Measurements consist of 110 000 points in 3D space taken on bushing inner surface. Bearing was measured taking vertical steps of 0,2 mm.
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Thriving in multicultural workplace
PublicationThriving at work is defined as the psychological state that links both a sense of vitality and learning. The vitality component of thriving may be seen as positive energy, while learning enhances a sense of competence and efficacy. Thriving sheds new light on individual psychological functioning and the experience of growth in the work context. Thriving at work promotes growth through playing an active role in interaction with...
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Different sources of market information and product innovativeness
PublicationThe purpose of this study is to identify whether the gathering of market information from different sources – i.e. from customers, competitors and other entities – is related to product innovativeness. The relationships proposed so far have not been empirically investigated but they can have important theoretical and practical implications for product innovation. To achieve the purpose of the paper data concerning 287 new products...
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Antecedents and Consequences of Brand Loyalty
PublicationThe objective of this paper is to review, systematize, and summarize empirical research on the antecedents and consequences of brand loyalty. The literature review has identified five categories of antecedents to brand loyalty associated with consumer, brand, social, corporate and relational factors. The type of loyalty formed varies according to the combination of various antecedents, with premium loyalty being considered the...
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Zarządzanie relacjami z klientami a przewaga konkurencyjna
PublicationW artykule poruszono kluczowe kwestie związane z rynkową koncepcją marketingu relacji w kontekście Customer Relationship Management. Właściwe stosowanie odpowiednio dobranego systemu CRM ukazano jako metodę uzyskiwania przewagi konkurencyjnej.
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Generalization of Kramers-Krönig relations for evaluation of causality in power-law media
PublicationClassical Kramers-Krönig (K–K) relations connect real and imaginary parts of the frequency-domain response of a system. The K–K relations also hold between the logarithm of modulus and the argument of the response, e.g. between the attenuation and the phase shift of a solution to a wave-propagation problem. For square-integrable functions of frequency, the satisfaction of classical K–K relations implies causality in the time domain....
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Shaping the brand awareness of science and technology parks in Eastern Poland
PublicationThe main aim of the paper is the analysis of the effects of actions undertaken so far that have aimed at shaping brand awareness of the parks in Eastern Poland, supported under the OP DEP. The authors focused on the demand-side perspectiveand scrutinized two vectors of conscious branding: the surrounding environment and communication with customers. The group of potential customers underwent qualitative research (ITI interviews)....
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Wybrane elementy logistycznej obsługi klienta
PublicationMarketing relacji zakłada wynegocjowaną obietnicę obsługi, która na rynku transportu miej-skiego oznacza pewność zrealizowania usługi przewozowej dla określonego pasażera, w danej relacji, danym środkiem transportu, po określonej cenie, w oczekiwanych warunkach przewozu i w założonym przez organizatora transportu zbiorowego czasie. Uniwersalność zasad obsługi klienta powoduje, że Zarząd Komunikacji Miejskiej w Gdyni od początku...
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Marketing a społeczna odpowiedzialność biznesu – sprzeczne idee?
PublicationNegatywny wizerunek marketingu postrzeganego jako koncepcja kreująca nowe potrzeby i nakłaniająca klientów do zwiększania konsumpcji spowodował, że marketing wydaje się być sprzeczny z ideą rozwoju zrównoważonego i społecznej odpowiedzialności biznesu. W artykule przedstawiono rozważania czy rzeczywiście tak jest i czy stosowanie działań marketingowych jest rozbieżne z celami rozwoju zrównoważonego . Stwierdzono, że realizowanie...
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The concept of experience marketing - examples of practical application (PG_00059626), W, International Design Engineer, sem. 2, zimowy 2024/25
e-Learning CoursesThe aim of the course is to familiarize students with the concept of experience marketing, which is increasingly an obligatory basis for innovative marketing strategies of enterprises, and to show the practical application of this idea (experience management, strategic experience modules, mapping of customer and employee journeys).
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Proposal of a methodology for the research of clients' demand engaging information technologies
PublicationMany researches on the customer's demands who engage the information technology in the business reveal significant mismatch in customer's expectations and technology vendors' offerings.
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IEEE Symposium on Field Programmable Custom Computing Machines
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