Creation and Measurement of Customer's Satisfaction 1155-12-M13-CMC

After completing the course the student is able to explain the principles of building and measuring customer and employee satisfaction within the organization.
Lecture
The scope of the course includes building knowledge about customer satisfaction, its importance for the competitiveness of enterprises, and the concept of customer satisfaction will be presented in several key dimensions. Customers’ needs and expectations will be analysed in detail as well as the factors affecting customer satisfaction. Also, psychological models of customer behaviour and models of consumer satisfaction will be introduced.
The teaching methods used include conversational lecture, multimedia presentations, and case study.

Tutorials
In a competitive market one of the most important factors affecting the long-term success of the company is the satisfaction of its customers. As part of the class customer satisfaction survey methods will be discussed in detail and students will carry out a project consisting in surveying customer satisfaction of a selected organization. Teamwork will result in a presented analysis of the collected information and a proposal for a comprehensive study of satisfaction for the selected organization.

W cyklu 2022/23Z:

The identification of these processes is a complex operation and, therefore, requires the application of effective procedures. The more precise identification of the processes seen from the customer's perspective, the higher the level of satisfying customer expectations, which in the long term provides the company with a measurable financial impact.
The issue of customer satisfaction and managing his satisfaction is complex and multifaceted. The objective of the course is a comprehensive presentation of the issue, which will allow students to understand better the importance of customer satisfaction in business management and inspire them to new ways of applying the acquired knowledge in business processes of modern organizations.

Całkowity nakład pracy studenta

Contact hours with teacher: - participation in lectures - 30 hrs - consultations-5 hrs Self-study hours: - preparation for lectures - 20hrs - reading literature- 15 hrs - preparation for test- 25 hrs Altogether: 95 hrs

Efekty uczenia się - wiedza

W1: The student uses the basic concepts of building and measuring customer satisfaction. K_W13

Efekty uczenia się - umiejętności

U1: Is able to identify and analyze factors determining customer satisfaction, especially in the tourism industry. K_U03

Efekty uczenia się - kompetencje społeczne

K1: Verifies data sources by subjecting them to critical analysis. K_K05

Metody dydaktyczne

Lecture problem, multimedia presentations, case studies, exchange of ideas, design

Koordynatorzy przedmiotu

André Escórcio Rodrigues Soares
Aldona Glińska-Neweś

Kryteria oceniania

Assessment methods:
- written examination – W1
- activity – U1; K1

Assessment criteria:
fail- pts (50%)
satisfactory- pts (60%)
satisfactory plus- pts (70%)
good - pts (80%)
good plus- pts (85%)
very good- pts (90%)

Literatura

L. Ivarsson, A. Nilsson, T. Rimfalt, Customer Satisfaction, LAP Lambert Academic Publishing 2010.

N. Hill, J. Alexander, The Handbook of Customer Satisfaction and Loyalty Measurement, Gower Publishing, 2013.

Ch. Denove, J. Poner, Satisfaction How Every Great Company, Listeus to the Voice of the Customer, Penguin USA, 2006.

P. Szwarc, Researching Customer Satisfaction & Loyalty, Kogan Page Special Priced Titles, 2006.

Więcej informacji

Dodatkowe informacje (np. o kalendarzu rejestracji, prowadzących zajęcia, lokalizacji i terminach zajęć) mogą być dostępne w serwisie USOSweb:

Strona przedmiotu 1155-12-M13-CMC w USOSweb