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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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

This article aims to map the expectations of manufacturing companies towards suppliers in terms of implementing improvement activities. The article poses two research questions: RQ1: What kind of improvement of activities do the surveyed producers expect from their suppliers? RQ2: Do factors such as size, capital or implemented systems influence different assessments of the analyzed requirements toward suppliers?

The Computer Assisted Telephone Interview (CATI) technique was used to collect data. The sample consists of 150 producers (employing over 50 people) who were suppliers for enterprises from the automotive, electromechanical and chemical sectors operating in the Polish business-to-business (B2B) market. We analyzed 11 improvement activities, while their correlation structure was examined by exploratory factor analysis.

We have identified three latent factors – risk reduction, product innovation and increasing efficiency – which summarize the main expectations of manufacturing companies towards suppliers. Expectations for these factors are independent of the implemented management system, although the analysis showed higher expectations for product innovation in organizations with the implementation of Kaizen.

The article fills the research gap in the literature. The research results presented in the literature so far have focused on the expectations of enterprises towards suppliers in terms of meeting the criteria for their initial and periodic assessment. The research gap in the article is the result of empirical research presenting the expectations of manufacturers towards suppliers in terms of improving their processes. Based on the findings of the presented study, development trends and implications for managers responsible for purchasing processes and relationships with suppliers can be determined.

Pro-consumer refund system (PCRS) should be understood as a process in customer service, within which activities are related to the handling of goods that do not meet customer expectations, both in business-to-consumer (B2C) and business-to-business (B2B) relations. The research monitored three groups of variables – the importance of shopping decision factors, customer ID characteristics and PCRS characteristics. The authors explore relationships between these three groups of variables, and the authors tried to understand better the role of the PCRS system in customer perception of service quality.

An electronic survey was used to collect data in the planned structure. Research questions were developed into variables, and these were then the basis for creating questionnaires. Data were collected through electronic questionnaires. The sample consisted of 327 respondents from Poland (confidence level = 95%, confidence interval = 5.42).

The results of the research show that the PCRS is very important and appreciated from the customer's perspective. Most of the respondents are aware of their consumer rights and correctly understand the meaning of the term “pro-consumer refund system”. Respondents require complex service in terms of returns; their satisfaction does not depend on any individual factor. This also means that the return system must be lenient in each aspect.

A detailed analysis of aspects of PCRS has not yet been carried out in the literature. Although previous studies have focused, at least in part, on defining the essential attributes of PCRS, in most cases, it was an organization-driven view of this topic. The research examined the interrelationships between aspects of PCRS based on empirical data and offered a new perspective on this evolving concept.

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.

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”.

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.

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.

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.

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.

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.

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.

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.

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.

Comprehensive management systems such as ISO 9001 or ISO 14001 are designed to help organizations improve processes, ensure customer satisfaction, efficient information flow, efficient use of resources and many other prosperous management areas. These systems can also bring unintended direct and indirect effects on organizations. In this study, the authors examine the environmental effects that the implementation of these management systems cause.

A survey-based methodology was used for this study, with textile organizations in three countries – Poland, Slovakia and the Czech Republic. The research focused on four areas related to environmental effects. The first area was the level of improvement of the organizations' environmental performance, which was examined by the methods of descriptive statistics. The second area was analyzing differences in environmental effects concerning the implementation of the systems using inferential statistics. The third area was the analysis of latent links between individual effects using factor analysis.

This study's insights shed some light on the benefits of implementing more, not fewer systems with benefits to organizations and entire industries with new possibilities for economic growth that do not have to come at the expense of the environment.

Organizations implementing management systems can realize dynamic benefits across a supply chain and within a manufacturing organization. Here the authors see an opportunity for ISO systems as a stepping stone to a more sustainable textile manufacturing economy.

This paper aims to analyse the advancement of social enterprises in Indonesia by providing comprehensive insights into crucial aspects of social enterprises such as stakeholder interests, business models, challenges and future objectives.

Using a case study approach, the study investigates four social enterprises using a narrative methodology to gain a detailed understanding of their operations. By adopting a systems perspective, the research uncovers the dynamics among stakeholders, challenges and the evolution of business models, offering a nuanced view of the social enterprise ecosystem.

The findings demonstrate that social enterprises in Indonesia emerge with a noble mission to address unmet community needs. Notably, effective collaboration among diverse stakeholders, including both the private and public sectors, plays a crucial role in achieving the missions of these social enterprises. The study highlights the significance of social enterprises in bridging gaps left by the government and contributing to positive societal impact.

By deepening the understanding of social enterprise development in Indonesia, this research provides valuable insights for policymakers, practitioners and researchers in fostering their growth and effectiveness. Ultimately, it contributes to the broader knowledge on social entrepreneurship and sustainable development.

The set of 2,509 documents related to the human-centric aspect of manufacturing were retrieved from Scopus database and systmatically analyzed. Using an unsupervised machine learning approach based on Latent Dirichlet Allocation we were able to identify latent topics related to human-centric aspect of Industry 5.0.

This study aims to create a scientific map of the human-centric aspect of manufacturing and thus provide a systematic framework for further research development of Industry 5.0.

In this study a 140 unique research topics were identified, 19 of which had sufficient research impact and research interest so that we could mark them as the most significant. In addition to the most significant topics, this study contains a detailed analysis of their development and points out their connections.

Industry 5.0 has three pillars – human-centric, sustainable, and resilient. The sustainable and resilient aspect of manufacturing has been the subject of many studies in the past. The human-centric aspect of such a systematic description and deep analysis of latent topics is currently just passing through.

This study aims to investigate the intention to use blockchain technology (BT) in the context of supply chain (SC) operations through an integrated technology adoption framework using two well-known models, the unified theory of acceptance and use of technology (UTAUT) and the technology acceptance model (TAM). Moreover, the study looked at the direct effect of TAM and UTAUT elements on attitude toward BT, as well as the role of attitude toward BT as a mediator between TAM and UTAUT elements and intention to use BT.

The study used a quantitative research method, and a structured questionnaire was used to gather primary data. The final sample, drawn using a convenience sampling that consisted of 273 managers from the Jordanian manufacturing sector. Structural equation modeling statistical method was conducted using the Smart PLS program to test hypotheses in the proposed study framework.

The study has provided intriguing results. It found that two UTAUT elements, namely performance expectancy and social influence and one TAM element, namely perceived usefulness, have a significant impact on the attitude toward BT. Besides that, the study found that attitude toward BT significantly mediated the relationship between UTAUT-TAM elements and intention to use BT. The findings revealed that three elements namely performance expectancy, social influence and perceived usefulness have statistical significance on intention to use BT through the mediation of attitude. Finally, there is a direct significant positive relationship between the attitude toward BT and intention to use it.

The study helps decision-makers, South Carolina practitioners and academics recognize the fundamental factors that increase manufacturing firms’ intentions to use blockchain in their SCs. This gives decision-makers a better understanding of why users accept or reject BT, as well as how to improve user acceptability through technological design. Future studies should seek for a bigger sample size and use random sampling techniques. Furthermore, the study should be replicated in other industries or developing countries to validate the findings.

There is a scarcity of studies identifying the factors that increase blockchain adoption intention in SCM and developing countries. This study differs in that it examines BT intention to use in the context of SC using an integrated technology adoption framework that uses two well-known models, UTAUT and TAM, whereas other studies typically use only one model/theory. Moreover, given the importance of attitude in behavior, this study also investigated the effect of TAM-UTAUT elements on attitude toward BT, as well as the role of attitude toward BT as a mediator between TAM and UTAUT elements and intention to use BT.