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Pomiar jakości uslug świadczonych przez operatorów telefonii komórkowej: badanie
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ISBN10: 6209544770
ISBN13: 9786209544774
Publisher: Wydawnictwo Nasza Wiedza
Published: Jan 18 2026
Pages: 120
Weight: 0.38
Height: 0.28 Width: 6.00 Depth: 9.00
Language: Polish
ISBN13: 9786209544774
Publisher: Wydawnictwo Nasza Wiedza
Published: Jan 18 2026
Pages: 120
Weight: 0.38
Height: 0.28 Width: 6.00 Depth: 9.00
Language: Polish
Badanie zostalo przeprowadzone w celu oceny jakości uslug świadczonych przez operatorów telefonii komórkowej. Wielu operatorów telefonii komórkowej konkuruje ze sobą, aby zmaksymalizowac sprzedaż poprzez świadczenie wysokiej jakości uslug swoim klientom. Operatorzy oferują wiele innowacyjnych programów, aby przyciągnąc klientów. Nie wiadomo jednak dokladnie, jaka jest ich pozycja na rynku i w jaki sposób wyróżniają się na tle innych operatorów, oferując wysokiej jakości uslugi. Aby znaleźc odpowiedź na powyższe pytanie, postanowiono zmierzyc jakośc uslug różnych operatorów. Badanie opiera się na modelu pomiaru jakości uslug (SERQUAL MODEL) opracowanym przez Parasuramana, Zeithmala i Berry'ego. Są oni pionierami w opracowywaniu skali pomiaru postrzegania jakości uslug oferowanych przez konsumentów. Dlatego jestem im bardzo wdzięczny za pionierską pracę i techniki skalowania wykorzystane w ich badaniach, które zastosowalem w niniejszym badaniu. Badacze zajmujący się marketingiem uslug odniosą duże korzyści z tej pracy i mam nadzieję, że badacze z tej dziedziny wykorzystają treśc tej książki.
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