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Article
Publication date: 9 December 2019

Teresa Gajewska, Dominik Zimon, Grzegorz Kaczor and Peter Madzík

The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce…

Abstract

Purpose

The purpose of this paper is to present the results of surveys conducted in the field of level of e-commerce services quality. The criteria of quality of e-commerce services were identified. On this basis the hierarchy of importance of the adopted criteria for e-commerce service quality were proposed.

Design/methodology/approach

The level of customer satisfaction was measured using the Servqual method. In order to compare two groups: the quality of e-commerce services before purchase and the quality of e-commerce services after the purchase, a student’s t-test was used. To check if the relations between variables are sufficient to carry out the factor analysis (sampling adequacy), the Keizer–Meyer–Olkin test was used. The scope of the research included 23 selected criteria of customers satisfaction.

Findings

A comparison of the Servqual weighted and unweighted results shows that customers valued the guarantee/safety dimension the most. It can therefore be expected that customers perceive e-commerce services with increasing trust and consider them increasingly reliable which is also confirmed by the growing tendencies in the forecasts of e-commerce services in Poland.

Originality/value

Research allows to know the opinion and expectations related to the quality of services provided in the analysed area and to develop the strategy of company. The most important indicator of the quality of e-commerce services remains reliability (weighting = 0.34). However, the noticeable difference in opinions concerns the tangible elements index compared to the results of the Berry and Parasuraman team and amounted to 0.20.

Details

International Journal of Productivity and Performance Management, vol. 69 no. 4
Type: Research Article
ISSN: 1741-0401

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Article
Publication date: 1 October 2018

Peter Madzík and Vera Pelantová

Product verification and validation are integral to quality management. Product verification means verifying the conformity between a product’s actual and planned…

Abstract

Purpose

Product verification and validation are integral to quality management. Product verification means verifying the conformity between a product’s actual and planned characteristics whereas validation means determining whether and to what extent it satisfies customers’ requirements. One of the key forms of product validation is testing with a group of customers. The purpose of this paper is to introduce a graphical method of product validation based on the Kano model.

Design/methodology/approach

The approach is based on a proposed method for categorising requirements based on a Kano questionnaire and then applies this method for the validation of a product – a website. The proposed method is based on three steps: graphical determination of requirements in a Kano model; determination of requirement fulfilment degree and prioritisation of corrective measures and improvements.

Findings

The study opens space for discussion of the potential for improving a product and methods for identifying critical faults in products. The proposed method also permits an assessment of the potential effectiveness of an improvement because it is able to quantify the effect of the product on the consumer resulting from a given quantity of effort. A case study demonstrated that the resulting priority of corrective measures and improvements was affected not only by the level of fulfilment of the requirements but also by the type, the most critical being non-fulfilment of must-be requirements.

Research limitations/implications

The requirement curves are based on a verbal assessment of satisfaction in two states – if the requirement were fulfilled and if it were not fulfilled. The values of the start and end points may not be precise and could be affected by the natural character of subjective variables.

Practical implications

The proposed method is particularly suited to the initial testing of a product that is intended to lead to measures to eliminate customer dissatisfaction or increase their satisfaction – that is, to improve the product. The method also permits an assessment of the extent to which customers feel that their expectations have been satisfied and the effect that will be felt if the organisation decides to increase fulfilment.

Originality/value

The Kano model has not yet been applied to product validation, although it contains all the information necessary for this task. Knowing how satisfied customers are is an important part of product validation. At the same time, knowing a mechanism for “creating” this satisfaction is also very valuable information.

Details

International Journal of Quality & Reliability Management, vol. 35 no. 9
Type: Research Article
ISSN: 0265-671X

Keywords

Content available
Article
Publication date: 2 December 2020

Peter Madzík and Arash Shahin

The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify…

Abstract

Purpose

The purpose of this study is to present and explain a new customer segmentation approach inspired by failure mode and effect analysis (FMEA) which can help classify customers into more accurate segments.

Design/methodology/approach

The present study offers a look at the three most commonly used approaches to assessing customer loyalty:net promoter score, loyalty ladder and loyalty matrix. A survey on the quality of restaurant services compares the results of categorizing customers according to these three most frequently used approaches.

Findings

A new way of categorizing customers through loyalty priority number (LPN) is proposed. LPN was designed as a major segmentation criterion consisting of customer loyalty rate, frequency of purchase of products or services and value of purchases. Using the proposed approach allows to categorize customers into four more comprehensive groups: random, bronze, silver and gold – according to their loyalty and value to the organization.

Practical implications

Survey will bring a more accurate way of categorizing customers even in those sectors where transaction data are not available. More accurate customer categorization will enable organizations to use targeting tools more effectively and improve product positioning.

Originality/value

The most commonly used categorization approaches such as net promoter score, loyalty ladder or loyalty matrix offer relatively general information about customer groups. The present study combines the benefits of these approaches with the principles of FMEA. The case study not only made it possible to offer a view of the real application of the proposed approach but also made it possible to make a uniform comparison of the accuracy of customer categorization.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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Article
Publication date: 29 November 2019

Peter Madzík

The purpose of this paper is to propose a structured procedure for the capture and evaluation of innovative ideas in the early stages of product development. The procedure…

Abstract

Purpose

The purpose of this paper is to propose a structured procedure for the capture and evaluation of innovative ideas in the early stages of product development. The procedure is designed to take account of internal and external factors affecting the value of innovative ideas.

Design/methodology/approach

The proposed procedure is based on divergent and convergent approaches to innovation. Ideas are generated and captured using targeted questions and subsequently evaluated using modifications of the Kano model and failure mode and effect analysis (FMEA). Idea evaluation considers four criteria – delight, originality, market share potential and simplicity – which are used to compute an “idea priority number”.

Findings

A case study looking at innovations in swimming goggles verified the validity of the proposed procedure. The procedure also supports fact-based decision making and applies a structured perspective to the innovation process that makes it easier to manage.

Research limitations/implications

The case study made use of a pilot survey in which 32 customers participated. Although the case study was only intended as a demonstration of the method’s use, such a sample size could lead to unreliable results in certain cases.

Originality/value

Applications of standard or expanded FMEA do not add value to a product because the main purpose of the approach is to prevent failure. The proposed inversion of FMEA logic combined with customer view via the Kano model offers a method for the structured analysis of product innovations. No similar approach to the evaluation of innovations has so far appeared in the literature.

Details

The TQM Journal, vol. 31 no. 6
Type: Research Article
ISSN: 1754-2731

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Article
Publication date: 13 December 2019

Dominik Zimon, Peter Madzik and Robert Sroufe

The purpose of this paper is to examine the impact of implementing standardized management systems on processes related to competitiveness. The authors also want to better…

Abstract

Purpose

The purpose of this paper is to examine the impact of implementing standardized management systems on processes related to competitiveness. The authors also want to better understand how these systems create value for a client in organizations co-developing supply chains operating in Eastern and Central Europe.

Design/methodology/approach

This is an empirical study utilizing a survey methodology with two groups of respondents, logistic service providers and focal companies. Data analysis was based on descriptive statistics and on analysis of variance (ANOVA) with organization type as a stratification factor. Deeper investigation of latent relationships between variables was performed with factor analysis with principal component analysis as the main method for factor extraction.

Findings

The research shows standardized management systems are useful in supply chain management (SCM) regardless of the role that the organization plays in the supply chain. However, the strength of their positive impact varies.

Practical implications

The results and new insights presented within this study should prove useful for organizations co-creating supply chains in Europe. Decision makers considering the implementation of guidelines for standardized management systems will find multiple benefits and innovative outcomes within supply chains when choosing to implement. For researchers, the results of this study fill a gap in this area of research on SCM and standardized management systems while providing a path for continued and emerging research.

Originality/value

The results obtained help to fill a gap in the literature regarding a lack of research in the context of Easter and Central Europe and contribute to the advancement of knowledge about the impact of standardized management systems on SCM that includes the importance of both environmental and social performance.

Details

International Journal of Retail & Distribution Management, vol. 48 no. 9
Type: Research Article
ISSN: 0959-0552

Keywords

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Article
Publication date: 11 November 2019

Dominik Zimon and Peter Madzík

The purpose of this paper is to determine the impact of standardized management systems (ISO 9001, ISO 14001, ISO 22000 and ISO 28000) on minimizing selected aspects of…

Abstract

Purpose

The purpose of this paper is to determine the impact of standardized management systems (ISO 9001, ISO 14001, ISO 22000 and ISO 28000) on minimizing selected aspects of risk in the supply chain.

Design/methodology/approach

A questionnaire was used to explore this topic. Respondents were divided into two group regarding organization type – logistic service providers and focal companies. Basic data analysis was based on descriptive statistics and on analysis of variance with organization type as a stratification factor. Deeper data analysis was based on factor analysis with principal component analysis and varimax rotation with Kaiser normalization.

Findings

Research shows that standardized management systems turn out to be useful in supply chain risk management (SCRM) regardless of the role that the organization plays in the supply chain. However, the strength of their positive impact varies. There were few respondents among logistic operators who were low in assessing the legitimacy of implementing standardized management systems in the examined context. Having this in mind, especially representatives of logistic operators with a limited budget should consider making the decision to implement standardized management systems.

Practical implications

The obtained research results may be helpful for managers who consider to implement standardized management systems in the context of using obtain guidelines to develop procedures to improve supply chain management and ensure the repeatability of ongoing processes.

Originality/value

Although the number of studies on the SCRM increases, it is worth noting that in the literature there is still a lack of research and studies addressing the impact of standardized management systems on SCRM (especially from the perspective of organizations with various functions in supply chains such as focal companies and logistic service providers). Therefore, there is a need for comprehensive research in this area. According to the authors, the study carried out, at least to some extent, will fill this gap.

Details

International Journal of Quality & Reliability Management, vol. 37 no. 2
Type: Research Article
ISSN: 0265-671X

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Article
Publication date: 5 February 2018

Miroslav Hrnciar, Peter Madzik and Matej Uram

This paper presents an approach by which potential benchmarking partners in the service sector can be matched together more efficiently. The purpose of this paper is to…

Abstract

Purpose

This paper presents an approach by which potential benchmarking partners in the service sector can be matched together more efficiently. The purpose of this paper is to decide which organisations are appropriate partners based on their distinctive characteristics and problems with service management.

Design/methodology/approach

In the research presented in this paper, cluster analysis and other statistical analyses were applied to data from a survey of managers in service organisations with the aim of identifying groups of services related to each other in their distinctive characteristics and the problems they face.

Findings

The research found that it is possible to identify hidden “relationships” that allow superficially different services to be grouped together. The identified relationships are based on similarities in the problems which the companies face and their distinctive characteristics. Operating in a different area of activity increases the chance that a service provider will be willing to enter into a partnership and greater potential innovation value from best practice. Cluster analysis was used to identify three groups of services in the research sample which could be benchmarking partners for each other.

Research limitations/implications

The research studied only a selective group of nine services in different areas of activity. A statistical survey of 388 organisations in one country verified the methodology in terms of statistical significance and the potential for successful identification and adoption of best practice within a group of related services created using the proposed procedure has also been confirmed. The real value of the approach can only be determined by its repeated use to establish benchmarking partnerships and the success of such partnerships, which can be defined as the adoption of innovative best practice.

Practical implications

The approach described in this paper could make it easier to develop non-competitive benchmarking in the service sector and increase the probability of success in identifying and transferring best practices between organisations in benchmarking partnerships established using it.

Originality/value

One of the first steps in collaborative benchmarking is to establish a partnership with a similar non-competing organisation. The procedure for this step is still not adequately defined. This paper contributes to the theoretical foundations and practical applications of research by setting out an original method for identifying suitable partners in non-competing sectors of the service industries. This will improve the prospects for successful partnership and greater innovativeness in best practice.

Details

Benchmarking: An International Journal, vol. 25 no. 1
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 8 July 2019

Eleni Sfakianaki

Primary and secondary education (P&SE) is fundamentally important for achieving a high-quality education system. P&SE delivers more extensive social returns than higher…

Abstract

Purpose

Primary and secondary education (P&SE) is fundamentally important for achieving a high-quality education system. P&SE delivers more extensive social returns than higher education and is perhaps the most important locus where core values are established and the foundation for educational super-systems. The purpose of this paper is to develop a structured approach for the implementation of total quality management (TQM) in P&SE and validate it empirically.

Design/methodology/approach

A 7-dimensioned and a 66-itemed instrument was developed and administered to education professionals at Greek P&SE institutions to measure TQM implementation at present and its potential for the future. The measures were tested for validity and reliability.

Findings

The findings confirmed that the instrument developed is both valid and reliable. The factors of TQM identified for P&SE were leadership, student focus, continuous improvement, process control and involvement, education and training, measurement and evaluation, and change management.

Practical implications

P&SE institutions can employ the instrument developed to guide their implementation of TQM practices. Researchers and practitioners can use it to build models to relate facilitating practices to quality performance while enhancing social empowerment and contributing to economic growth, particularly at times of economic difficulty.

Originality/value

The present study adds value to the existing literature by investigating the unexplored field of TQM in P&SE at a time of economic downturn by offering researchers and practitioners a starting point to identify areas that require further support and improvement or have potential efficiency gain.

Details

International Journal of Educational Management, vol. 33 no. 5
Type: Research Article
ISSN: 0951-354X

Keywords

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Book part
Publication date: 24 July 2020

Abstract

Details

University–Community Partnerships for Promoting Social Responsibility in Higher Education
Type: Book
ISBN: 978-1-83909-439-2

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Article
Publication date: 25 September 2019

Sérgio Jesus Teixeira, João J.M. Ferreira, António Almeida and Eduardo Parra-Lopez

This study aims to analyze the contribution of tourist event and satisfaction with tourism events as a product of regional tourism competitiveness, as well as evaluate…

Abstract

Purpose

This study aims to analyze the contribution of tourist event and satisfaction with tourism events as a product of regional tourism competitiveness, as well as evaluate factors of competitiveness.

Design/methodology/approach

The research followed a quantitative methodology by conducting a questionnaire on the four largest tourist events in Madeira (Carnival, Flower Festival, Atlantic Festival and Wine Festival), an insular island located in Portugal.

Findings

The sample consisted of 2,262 tourists surveyed during the year 2017 and structural equation models were used as the statistical method. Results showed that satisfaction is reflected in the client's loyalty to the choice of a tourist destination and also contributes directly and indirectly to the regional tourist competitiveness.

Originality/value

This study contributes to the valorization of local and regional events, perceived by the level of satisfaction and loyalty of tourists, as products of regional competitiveness of a tourist destination.

Details

Tourism Review, vol. 74 no. 4
Type: Research Article
ISSN: 1660-5373

Keywords

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