Evaluation of Service Quality Measurement Using the Modified Servqual Method - Case Study on the Basis of Motorol Company

Kubińska-Jabcoń, Ewa; Niekurzak, Mariusz; Sroka, Bartłomiej

doi:10.24874/ijqr16.04-14

Cited by 3 publications

(2 citation statements)

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“…Para calcular el Índice de Calidad en el Servicio (ICS) de SERVQUAL se hallaron las diferencias de los promedios de las dimensiones (percepción-expectativas), en este sentido, si el número negativo se acerca a cero o si el número positivo es alto, mayor es la calidad del servicio, puesto que, la calidad supera las expectativas que tenía el cliente. [36] En este sentido, la tabla 4 reveló que en algunos casos la expectativa superó la percepción; es decir, la calidad del servicio no fue satisfecha, tal y como sucedió con la fiabilidad (-0,06) y la empatía (-0,012). Sin embargo, en otros casos, se comprobó que la calidad del servicio fue satisfecha, dado que la percepción del cliente superó la expectativa, tal uy como ocurrió con la tangibilidad (0,12) y la seguridad (0,10).…”

Section: Resultados Análisis E Interpretaciónunclassified

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Eslava-Zapata,

Chacón-Guerrero,

Mogrovejo-Andrade

et al. 2024

AiBi Revista de Investigación, Administración e Ingeniería

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El estudio tuvo como objetivo analizar la calidad del servicio que los hoteles de Cúcuta ofrecen a turistas. El estudio es de tipo cuantitativo, con un diseño transeccional exploratorio y descriptivo. Se trabajó con una muestra intencional no probabilística de cuatro hoteles tres estrellas de la ciudad de Cúcuta, Norte de Santander, Colombia. En este sentido, se aplicó el modelo SERVQUAL a fin de hallar las diferencias entre las percepciones y expectativas de los clientes en las dimensiones: tangibilidad, fiabilidad, responsabilidad, seguridad y empatía. Los resultados revelaron que la calidad del servicio es de suma importancia en la actualidad dado que en el mercado, los productos y servicios ofrecidos por los hoteles con características fiables son muy bien valorados por los clientes actuales y ayudan a captar nuevos clientes. Las cambiantes condiciones económicas, políticas y sociales, hace que las empresas hoteleras creen una cultura organizacional orientada al servicio, por lo tanto, tener una visión de calidad, es un factor clave para la prosperidad organizacional. Se comprobó la existencia de una pequeña brecha entre las expectativas y las percepciones de los clientes en cuanto a la calidad del servicio; sin embargo, queda en evidencia que las empresas hoteleras están satisfaciendo las necesidades de los clientes en los distintos servicio ofrecidos de cara fortalecer su fidelidad.

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Section: Resultados Análisis E Interpretaciónunclassified

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Eslava-Zapata,

Chacón-Guerrero,

Mogrovejo-Andrade

et al. 2024

AiBi Revista de Investigación, Administración e Ingeniería

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“…It should be noted that during the study, some solutions previously used in connection with the Covid-19 pandemic remained, therefore a large group of people worked remotely, which also had an impact on traffic on the city streets (Olkiewicz, 2023). The research was carried out in May because it is not a month when many people go on holiday, and on the other hand, tourists are slowly starting to come to Krakow (Niekurzak, Kubińska-Jabcoń, 2021) and (Kubińska-Jabcoń, Niekurzak et al, 2022). The weather in May encourages the use of alternative means of transport, e.g.…”

Section: Methodsmentioning

confidence: 99%

Untitled

2023

SPSUTOM

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The purpose of the article is to answer the question of how the challenges and problems of climate change translate into the realm of institutional solutions and strategic management at the local level. Design/methodology/approach: The article uses the method of analysis and criticism of the literature, making an analytical-synthetic account of the state of knowledge to date on the topic presented. In terms of processing the collected data, inductive and deductive, descriptive and monographic reasoning methods were used. Findings: Long-term strategies and investments in climate change adaptation as part of strategic management at the local level are essential to protect residents and urban infrastructure from the negative consequences of extreme weather. Practical implications: The presented study can help local government units make effective decisions related to environmental management at the local level. Social implications: The analysis presented can help in the process of identifying the benefits of strategic management with climate change adaptation issues. Originality/value: The presented study represents a new approach to interpreting the assumptions of environmental management systems in the context of supporting climate change adaptation activities from the perspective of strategic management in organizations and local government units.

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Efficiency Assessment of the Production of Alternative Fuels of High Usable Quality within the Circular Economy: An Example from the Cement Sector

Niekurzak,

Lewicki,

Wróbel

2024

Sustainability

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This article aims to present the mechanisms regulating the waste management system of one of the European countries that affect the cement industry. This publication analyses the possibility of using selected fractions of municipal and industrial waste as alternative fuels, including an analysis of ecological costs and benefits. The methodology includes the analysis of production data and the calculation of savings resulting from the use of alternative fuels. On this basis, ecological aspects were also indicated that should be taken into account when analyzing the profitability of the investment. Production data from an example Polish cement plant were used to analyze the research problem. Based on the guidelines of environmental standards and technical specifications, the parameters that PASr alternative fuels should meet were calculated in the company laboratory. This fuel type was then calculated in terms of emission intensity and production efficiency. The research results obtained in this paper study emphasize that the change in cement clinker production technology toward the use of waste raw materials and secondary fuels does not lead to an increase in heavy metal emissions to the extent that would justify qualifying cement as a material requiring systematic control of its harmful impacts on humans and the natural environment. The conclusions show that the use of alternative fuels reduces CO2 emissions and production costs, without negatively affecting the efficiency and production volume. The average energy requirement for the production of 1 ton of cement is approximately 3.3 GJ, which corresponds to 120 kg of coal with a calorific value of 27.5 MJ per kg. Energy costs account for 30–40% of the total cement production costs. Replacing alternative fuels with fossil fuels will help reduce energy costs, providing a competitive advantage for cement plants that use it as an energy source. The presented considerations can provide an answer to all interested parties, including representatives of the executive and legislative authorities, on what path the sector should follow to fit into the idea of sustainable building materials and the circular economy.

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Evaluation of Service Quality Measurement Using the Modified Servqual Method - Case Study on the Basis of Motorol Company

Cited by 3 publications

References 0 publications

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

Calidad del servicio: un estudio en hoteles con el modelo SERQVUAL

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Efficiency Assessment of the Production of Alternative Fuels of High Usable Quality within the Circular Economy: An Example from the Cement Sector

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