Satysfakcja użytkowników dworców kolejowych – perspektywa badawcza
Satisfaction of users of railway stations – research perspective

Summary/Abstract: In this article the Authors present the issue of social research as an example of processes which make it possible to measure standards based on both internal and external regulations. Knowledge accumulation following recurrent or complementary research allows an organisation to take an advisory role during legislative processes on various levels. The Authors indicate critical stages of the research methodology forming, and describe examples of satisfaction tracking and mystery shopper research which play a central role for competitiveness on contemporary markets

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