Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services

Strenitzerová, Mariana; Gaňa, Ján

doi:10.3390/su10051657

Cited by 52 publications

(37 citation statements)

References 26 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Each of these latent variables is determined by measurable variables (22). This model is based on the use of a questionnaire survey among the employees of the postal company, which gives the primary input data [57]. Application of HRSI model within the research itself consisted of the following steps: The questionnaire consists of three parts.…”

Section: Employee Job Satisfaction-methodologymentioning

confidence: 99%

See 1 more Smart Citation

Employee Satisfaction and Loyalty as a Part of Sustainable Human Resource Management in Postal Sector

Strenitzerová

Achimský

2019

Sustainability

Self Cite

View full text Add to dashboard Cite

The labor market situation in the postal and logistics sector has led to sustainable human resource management becoming increasingly important at the strategic level of each postal operator. This study proposes a new perspective of employee satisfaction assessment that not only quantifies total satisfaction but identifies job attributes and socio-demographic characteristics affecting employee satisfaction and loyalty as a key concern for sustainable human resource management. Findings of 1775 survey questionnaires of employees in Slovak Postal enterprise revealed that employee satisfaction is on average. The greatest dissatisfaction was related to the financial reward of employees and the employer’s lack of interest in the views and attitudes of employees. The use of regression and correlation analysis pointed to the fact that not only their satisfaction, but also the situation on the labor market in the region, the age of the employee, the job position and the length of employment have a strong influence on employee loyalty.

show abstract

Section: Employee Job Satisfaction-methodologymentioning

confidence: 99%

“…Total satisfaction index values, calculated as the average of all indices, are expressed as a percentage. From these values, the overall value of the HRSI index was averaged [57].…”

Section: Calculation Of Hrsi Indexmentioning

confidence: 99%

Employee Satisfaction and Loyalty as a Part of Sustainable Human Resource Management in Postal Sector

Strenitzerová

Achimský

2019

Sustainability

Self Cite

View full text Add to dashboard Cite

show abstract

“…Universitas [2]. Sejumlah negara Eropa telah mengembangkan indeks kepuasan pelanggan nasional untuk berbagai macam barang dan jasa.…”

Section: Pendahuluanunclassified

Kepuasan Mahasiswa Ft Utm Terhadap Pelayanan Akademik Ft Utm Menggunakan Model European Customer Satisfaction Index

Rizqi¹

2020

MATRIK

View full text Add to dashboard Cite

Pada era globalisasi tantangan terhadap perguruan tinggi semakin meningkat. Pendidikan tinggi diharapkan dapat memberikan kontribusi melalui pengembangan Ilmu Pengetahuan dan Teknologi. Universitas Trunojoyo Madura (UTM) merupakan Perguruan Tinggi Negeri (PTN) pertama di pulau madura, Penelitian ini bertujuan untuk memodelkan kepuasan mahasiswa fakultas teknik UTM terhadap pelayanan akademik FT UTM kedalam bentuk model European Customer Satisfaction Index untuk mengetahui pengaruh variabel eksogen terhadap varabel endogen. Jumlah sampel sebanyak 321 responden yang terdiri dari 6 program studi yakni teknik industri, teknik informatika, teknik manajemen informatika, teknik mekatronika dan teknik multimedia jaringan. Analisis yang digunakan dalam penelitian ini adalah Structural Equation Modeling (SEM) dengan bantuan software amous 6.0. Berdasarkan hasil perhitungan uji kelayakan model, full model struktural SEM memenuhi syarat kelayakan model, yaitu dengan probabilitas sebesar 0,082. Pengujian goodness of fit lainnya menunjukkan dalam kategori yang diterima secara baik. critical ratio skewness value semua indikator berada di bawah 2,58. nilai p2 yang berada di bawah nilai 0,05 dan p1 diatas 0,5 sehingga tidak ada data yang outliyer. hasil determinan dari matriks kovarians sampelnya bernilai 1,6251≥0 menunjukkan bahwa tidak terdapat multikolinieritas atau singularitas pada data penelitian. Nilai reliabilitas variabel laten diatas 0,70. Uji hipotesis diketahui nilai CR diatas 1,96 dan nilai P dibawah 0,05. Ini menunjukkan variabel eksogen berpengaruh signifikan terhadap vaeibel endogen

show abstract

“…Customer satisfaction (Section 9.1.2 ISO 9001:2015) is one of the aspects related to the economic dimension of the set of identified sustainability variables (economic, environmental, and social). Strenitzerová et al [8] indicated that the success of customer satisfaction is closely related to a company's quality management and has a significant impact on the company's future and its customer-based corporate sustainability.…”

Section: Introductionmentioning

confidence: 99%

An Intelligent Framework for the Evaluation of Compliance with the Requirements of ISO 9001:2015

Andres-Jimenez¹,

Merodio²,

Sanz³

et al. 2020

Sustainability

View full text Add to dashboard Cite

A quality management system (QMS) allows an organization to analyze the needs of its customers and to define the appropriate processes for efficient production and service delivery. Customer satisfaction is an important part of this system, with a significant impact on its corporate sustainability. The purpose of this research is a proposal for assessing whether the QMS of an organization meets the requirements defined in the standard ISO 9001:2015. The development of the proposal follows a methodology based on the paradigm of design science research where we identify the problem and the motivation and the objectives are defined as a solution to the problem, and as a consequence, we developed an expert system based on a previously identified ISO 9001:2015 process map and transferred it to a knowledge base. The system allows the determination of the degree of compliance with the requirements of the standard: this provides valuable information to organizations, allowing them to implement improvement measures. The expert system is limited in terms of the set of identified inputs, outputs, and acceptance criteria, but its effectiveness was demonstrated through the evaluation of the system.

show abstract

Customer Satisfaction and Loyalty as a Part of Customer-Based Corporate Sustainability in the Sector of Mobile Communications Services

Cited by 52 publications

References 26 publications

Employee Satisfaction and Loyalty as a Part of Sustainable Human Resource Management in Postal Sector

Employee Satisfaction and Loyalty as a Part of Sustainable Human Resource Management in Postal Sector

Kepuasan Mahasiswa Ft Utm Terhadap Pelayanan Akademik Ft Utm Menggunakan Model European Customer Satisfaction Index

An Intelligent Framework for the Evaluation of Compliance with the Requirements of ISO 9001:2015

Contact Info

Product

Resources

About