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Organizacja wywiadu z kwestionariuszem ankietowym do badania jakości usług

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Olbrych B., Katedra Zastosowań Matematyki i Statystyki w Ekonomii P. R.
Acta Universitatis Lodziensis. Folia Oeconomica
|
2009
|
vol. 227
EN
The article focuses on organization of a direct interview with a survey questionnaire to conduct research into quality of services provided by the HELIOS Film Centre in Radom. The factors which may influence customer satisfaction are identified, a quality evaluation map has been constructed and the satisfaction indicator has been calculated. On the basis of a pilot sample the survey questionnaire has been tested as well as the IPA technique, which was used for the analysis of services of this institution for the first time. The results obtained are a starting point for fundamental research which requires separate development.
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