APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS
Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to...
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| Format: | Article |
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Silesian University of Technology
2022-09-01
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| Series: | Scientific Journal of Silesian University of Technology. Series Transport |
| Subjects: | |
| Online Access: | https://sjsutst.polsl.pl/archives/2022/vol116/113_SJSUTST116_2022_Dudziak_Stoma_Zajac.pdf |
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| author | Agnieszka DUDZIAK Monika STOMA Grzegorz ZAJĄC |
| author_facet | Agnieszka DUDZIAK Monika STOMA Grzegorz ZAJĄC |
| author_sort | Agnieszka DUDZIAK |
| collection | DOAJ |
| description | Conducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station. |
| format | Article |
| id | doaj-art-44aeea77c2ad47fa87b1c85328ea0686 |
| institution | Kabale University |
| issn | 0209-3324 2450-1549 |
| language | English |
| publishDate | 2022-09-01 |
| publisher | Silesian University of Technology |
| record_format | Article |
| series | Scientific Journal of Silesian University of Technology. Series Transport |
| spelling | doaj-art-44aeea77c2ad47fa87b1c85328ea06862025-01-02T02:30:49ZengSilesian University of TechnologyScientific Journal of Silesian University of Technology. Series Transport0209-33242450-15492022-09-0111611611312410.20858/sjsutst.2022.116.7APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONSAgnieszka DUDZIAK0https://orcid.org/0000-0002-4884-5403Monika STOMA1https://orcid.org/0000-0003-0404-699XGrzegorz ZAJĄC2https://orcid.org/0000-0002-9025-4551Faculty of Production Engineering, University of Life Sciences in Lublin, Głęboka 28 Street, 20-612 Lublin, PolandFaculty of Production Engineering, University of Life Sciences in Lublin, Głęboka 28 Street, 20-612 Lublin, PolandFaculty of Production Engineering, University of Life Sciences in Lublin, Głęboka 28 Street, 20-612 Lublin, PolandConducting research on the quality of service and customer satisfaction is currently necessary for the proper and effective functioning of any organization. One of the organizations that have changed in recent years is petrol stations. In this paper, the Customer Satisfaction Index (CSI) is used to measure the quality of services and customer satisfaction. This research was carried out with the use of a proprietary questionnaire in which the respondents assessed the level of service at petrol stations. The obtained results allowed identifying the most important areas for the customers of petrol stations. In addition, the developed quality map indicated areas that should be given special attention, improved and those that are least important to customers. The conducted analyzes indicate that the CSI method used in this study is a tool that enables the assessment of customer satisfaction in a complex organization such as a petrol station.https://sjsutst.polsl.pl/archives/2022/vol116/113_SJSUTST116_2022_Dudziak_Stoma_Zajac.pdfcsi methodcustomer satisfactionpetrol stationsquality; quality management |
| spellingShingle | Agnieszka DUDZIAK Monika STOMA Grzegorz ZAJĄC APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS Scientific Journal of Silesian University of Technology. Series Transport csi method customer satisfaction petrol stations quality; quality management |
| title | APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS |
| title_full | APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS |
| title_fullStr | APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS |
| title_full_unstemmed | APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS |
| title_short | APPLICATION OF THE CSI METHOD TO TEST CONSUMER SATISFACTION: A CASE STUDY OF PETROL STATIONS |
| title_sort | application of the csi method to test consumer satisfaction a case study of petrol stations |
| topic | csi method customer satisfaction petrol stations quality; quality management |
| url | https://sjsutst.polsl.pl/archives/2022/vol116/113_SJSUTST116_2022_Dudziak_Stoma_Zajac.pdf |
| work_keys_str_mv | AT agnieszkadudziak applicationofthecsimethodtotestconsumersatisfactionacasestudyofpetrolstations AT monikastoma applicationofthecsimethodtotestconsumersatisfactionacasestudyofpetrolstations AT grzegorzzajac applicationofthecsimethodtotestconsumersatisfactionacasestudyofpetrolstations |