https://www.um.edu.mt/library/oar/handle/123456789/146507 2026-10-17T22:19:08Z 2026-10-17T22:19:08Z Żebrucki, Zbigniew Sowińska, Małgorzata https://www.um.edu.mt/library/oar/handle/123456789/149450 2026-09-28T08:18:55Z 2026-01-01T00:00:00Z

Title: Innovations in courier customer service and user satisfaction in the post‑pandemic era : evidence from a survey study Authors: Żebrucki, Zbigniew; Sowińska, Małgorzata Abstract: PURPOSE: The aim of the study was to examine the impact of customer service innovations introduced or modified during the COVID-19 pandemic on service quality in the postpandemic period, and to verify users' assessments of those changes.; DESIGN/METHODOLOGY/APPROACH: The study was conducted between May and June 2023 using an electronic questionnaire distributed via Google Forms. The survey instrument comprised four sections: sociodemographic metrics, pre-pandemic service assessment, pandemic-period assessment, and post-pandemic service assessment.; FINDINGS: The study confirmed that courier service quality improved significantly across all analysed dimensions - transport speed, parcel tracking, delivery methods, contact with couriers, delivery management options, customer service accessibility, and complaint handling - when comparing the pre-pandemic, pandemic, and post-pandemic periods. Pandemic-era innovations (parcel lockers, mobile applications, contactless delivery confirmation, flexible delivery management) became the market standard in the postpandemic period. A total of 95% of respondents declared that the introduced changes positively influenced their frequency and willingness to use courier services, and 100% confirmed a positive effect on overall service quality, thus confirming the research hypothesis.; PRACTICAL IMPLICATIONS: The findings indicate that courier operators should continue investing in digital customer service channels, self-service delivery management tools, and real-time tracking capabilities. The results provide a practical benchmark for service improvement priorities - particularly in complaint handling, customer contact accessibility, and last-mile flexibility - which directly affect customer satisfaction and loyalty in the postpandemic competitive environment.; ORIGINALITY/VALUE: The article provides current empirical data (2023) on user assessments of customer service quality across major Polish courier operators in the post-pandemic context. It offers an original comparative framework covering three consecutive time periods (prepandemic, pandemic, post-pandemic) and links pandemic-driven service innovations to measurable changes in customer satisfaction, filling a gap in Polish empirical research on KEP market service quality.

2026-01-01T00:00:00Z Charłampowicz, Jędrzej https://www.um.edu.mt/library/oar/handle/123456789/149448 2026-09-28T08:16:23Z 2026-01-01T00:00:00Z

Title: Process maturity and service quality assessment in inland transport enterprises : a model for European green deal compliance Authors: Charłampowicz, Jędrzej Abstract: PURPOSE: This paper proposes a comprehensive theoretical model for assessing process maturity and service quality in inland transport enterprises, aligning with the sustainability mandates of the European Green Deal (EGD). The model integrates traditional process maturity frameworks with environmental and service quality requirements specific to the inland transport sector.; DESIGN/METHODOLOGY/APPROACH: The study is theoretical in nature, synthesizing literature on process maturity models, service quality, and EGD environmental standards. The proposed model incorporates five maturity levels, each integrating service quality and environmental performance indicators essential for inland transport enterprises under EGD compliance pressures.; FINDINGS: The model provides a structured pathway for inland transport enterprises to progress through increasing levels of maturity. It addresses the dual objectives of operational efficiency and sustainable compliance with EGD requirements, ensuring that service quality is maintained as companies adapt to regulatory demands.; PRACTICAL IMPLICATIONS: This model offers practical value for inland transport managers by providing a phased framework to assess and enhance their companies process maturity, service quality, and environmental impact. It facilitates a targeted approach to achieving sustainability goals while maintaining high service standards, thus supporting both compliance and competitiveness.; ORIGINALITY: This study fills a critical gap in existing literature by integrating process maturity, service quality, and sustainability metrics into a single model, specifically designed for the inland transport sector operating under EGD requirements.

2026-01-01T00:00:00Z Muszyńska, Aleksandra Just, Paweł Rapiejko, Cezary https://www.um.edu.mt/library/oar/handle/123456789/149445 2026-09-28T08:13:16Z 2026-01-01T00:00:00Z

Title: Influence of lean management tools on parcel sorting process improvement : a case study Authors: Muszyńska, Aleksandra; Just, Paweł; Rapiejko, Cezary Abstract: PURPOSE: The study aims to identify operational inefficiencies in a parcel sorting process and evaluate the impact of Lean Management tools on operational performance.; DESIGN/METHODOLOGY/APPROACH: A six-month case study was conducted in a European parcel sorting centre using direct observation, process documentation analysis, KPI reviews, and employee interviews. Value Stream Mapping (VSM) and DILO analysis were applied to identify operational inefficiencies, while 5S, Total Productive Maintenance (TPM), and SQPA were implemented to improve workplace organisation, equipment reliability, and performance monitoring.; FINDINGS: The results indicate that Lean implementation improved workplace organization, maintenance practices, performance transparency, and employee engagement.; PRACTICAL IMPLICATIONS: The study provides practical insights for logistics centres seeking process improvements through low-cost organisational solutions.; ORIGINALITY/VALUE: The study demonstrates that the integrated use of Lean Management tools can increase process stability and operational efficiency without requiring significant technological investments.

2026-01-01T00:00:00Z Barczyk-Ciuła, Justyna Kozielec, Anna Dacko, Mariusz Nicia, Paweł Paluch, Łukasz Płonka, Aleksandra Wojewodzic, Tomasz Zadrożny, Paweł Janus, Jarosław Kowalik, Tomasz Oleksy, Andrzej https://www.um.edu.mt/library/oar/handle/123456789/149290 2026-09-22T08:19:36Z 2026-01-01T00:00:00Z

Title: Determinants of soil liming in Poland : economic, social and behavioral drivers Authors: Barczyk-Ciuła, Justyna; Kozielec, Anna; Dacko, Mariusz; Nicia, Paweł; Paluch, Łukasz; Płonka, Aleksandra; Wojewodzic, Tomasz; Zadrożny, Paweł; Janus, Jarosław; Kowalik, Tomasz; Oleksy, Andrzej Abstract: PURPOSE: The aim of this study is to identify the economic, social, and behavioral determinants of soil liming practices among Polish farmers.; DESIGN/METHODOLOGY/APPROACH: The analysis is based on a survey conducted in 2022 among 443 farmers from four regions of Poland. A CHAID classification tree model was used as an exploratory analytical tool to identify factors differentiating three main liming strategies: systematic liming, sporadic liming, and the abandonment of liming practices.; FINDINGS: The results indicate that the primary determinant of liming strategies is the share of farm income in total household income. Technological orientation of farms, farmers’ knowledge of soil pH, and the influence of the local farming environment also play important moderating roles.; PRACTICAL IMPLICATIONS: In Poland, soils classified as acidic or very acidic account for more than 40% of agricultural land. Despite this, the level of lime application remains far below recommended levels, with some regions reporting annual application rates of only several tens of kilograms per hectare.; ORIGINALITY/VALUE: The findings highlight the importance of economic incentives, advisory services, and knowledge transfer mechanisms in promoting sustainable soil management practices.

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