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Creation and Measurement of Customer's Satisfaction

General data

Course ID:	1155-12-M13-CMC
Erasmus code / ISCED:	04.001 Kod klasyfikacyjny przedmiotu składa się z trzech do pięciu cyfr, przy czym trzy pierwsze oznaczają klasyfikację dziedziny wg. Listy kodów dziedzin obowiązującej w programie Socrates/Erasmus, czwarta (dotąd na ogół 0) – ewentualne uszczegółowienie informacji o dyscyplinie, piąta – stopień zaawansowania przedmiotu ustalony na podstawie roku studiów, dla którego przedmiot jest przeznaczony. / (0410) Business and administration, not further defined The ISCED (International Standard Classification of Education) code has been designed by UNESCO.
Course title:	Creation and Measurement of Customer's Satisfaction
Name in Polish:	Creation and Measurement of Customer's Satisfaction
Organizational unit:	Department of Enterprise Management
Course groups:	(in Polish) _Erasmus - rozkład zajęć (in Polish) Management, 3 rok 1 stopnia (in Polish) Zarządzanie - plan studiów 3 rok 1 stopnia
ECTS credit allocation (and other scores):	3.00 Basic information on ECTS credits allocation principles: the annual hourly workload of the student’s work required to achieve the expected learning outcomes for a given stage is 1500-1800h, corresponding to 60 ECTS; the student’s weekly hourly workload is 45 h; 1 ECTS point corresponds to 25-30 hours of student work needed to achieve the assumed learning outcomes; weekly student workload necessary to achieve the assumed learning outcomes allows to obtain 1.5 ECTS; work required to pass the course, which has been assigned 3 ECTS, constitutes 10% of the semester student load.
Language:	English
Total student workload:	(in Polish) 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
Learning outcomes - knowledge:	(in Polish) W1: The student uses the basic concepts of building and measuring customer satisfaction. K_W13
Learning outcomes - skills:	(in Polish) U1: Is able to identify and analyze factors determining customer satisfaction, especially in the tourism industry. K_U03
Learning outcomes - social competencies:	(in Polish) K1: Verifies data sources by subjecting them to critical analysis. K_K05
Teaching methods:	(in Polish) Lecture problem, multimedia presentations, case studies, exchange of ideas, design
Short description:	(in Polish) Recognizing customer needs is one of the basic conditions to build his satisfaction. In turn, directing inter-organisational processes towards customers allows generating mechanisms fostering the organisation’s development. 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.
Full description:	(in Polish) 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.
Bibliography:	(in Polish) 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.
Assessment methods and assessment criteria:	(in Polish) 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%)

Classes in period "Winter semester 2021/22" (past)

Time span:	2021-10-01 - 2022-02-20	Selected timetable range: weekly course term Navigate to timetable MO TU W WYK CW TH FR
Type of class:	Lecture, 15 hours, 30 places more information Tutorial, 15 hours, 30 places more information
Coordinators:	Aldona Glińska-Neweś
Group instructors:	André Escórcio Rodrigues Soares
Students list:	(inaccessible to you)
Examination:	Course - Grading Lecture - Grading Tutorial - Grading
Short description:	(in Polish) Recognizing customer needs is one of the basic conditions to build his satisfaction. In turn, directing inter-organisational processes towards customers allows generating mechanisms fostering the organisation’s development.
Full description:	(in Polish) 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.
Bibliography:	(in Polish) 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.

Classes in period "Winter semester 2022/23" (past)

Time span:	2022-10-01 - 2023-02-19	Selected timetable range: weekly course term Navigate to timetable MO WYK CW WYK CW WYK CW WYK CW TU W WYK CW CW TH WYK FR
Type of class:	Lecture, 15 hours, 30 places more information Tutorial, 15 hours, 30 places more information
Coordinators:	André Escórcio Rodrigues Soares, Aldona Glińska-Neweś
Group instructors:	André Escórcio Rodrigues Soares
Students list:	(inaccessible to you)
Examination:	Course - Grading Lecture - Grading Tutorial - Grading
Short description:	(in Polish) Recognizing customer needs is one of the basic conditions to build his satisfaction. In turn, directing inter-organisational processes towards customers allows generating mechanisms fostering the organisation’s development.
Full description:	(in Polish) 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.
Bibliography:	(in Polish) 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.

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Copyright by Nicolaus Copernicus University in Torun.