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Komisja Nauk Towaroznawczych – Nauk o Jakości

przy Oddziale Polskiej Akademii Nauk w Poznaniu

^INDEKSISSN 1733-747X

WYDAWCY:

Uniwersytet Technologiczno-Humanistyczny im. K. Pułaskiego ul. Chrobrego 31, 26-600 Radom

TOWAROZNAWCZE

1(50)/20 1 7

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2017

PROBLEMY JAKOSCI

POLISH JOURNAL OF COMMODITY SCIENCE

T O W AR OZN A W CZE PR OBLEMY JAK OSCI

NAUKI TECHNICZNE NAUKI PRZYRODNICZE

NAUKI EKONOMICZNE

T T

TOWAROZNAWSTWO

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1 ^[50]

2017

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Komitet Naukowy/Scientific Committee:

Prof. dr hab. inż. Jerzy Żuchowski, Uniwersytet Technologiczno-Humanistyczny w Radomiu – przewodniczący Komitetu Naukowego

Prof. dr Tom Bramorski, University of Wisconsin, Whitewater, USA

Prof. dr Horst Brezinski, Technische Universität-Bergakademie, Freiberg, Niemcy/Uniwersytet Ekono- miczny w Poznaniu

Prof. dr Pasquale Giungato, University of Bari “Aldo Moro”, Bari, Włochy Prof. dr Marcel Mayor, University of Basel, Szwajcaria

Prof. dr Mitsuharu Mitsui, Okayama University, Okayama, Japonia Prof. dr hab. Marian W. Sułek, Instytut Chemii Przemysłowej, Warszawa Prof. dr hab. inż. Ryszard Zieliński, Uniwersytet Ekonomiczny w Poznaniu Redaktorzy Naczelni/Editors in Chief:

Dr hab. inż. Tomasz Wasilewski, prof. UTH, Uniwersytet Technologiczno-Humanistyczny w Radomiu Prof. dr hab. inż. Ryszard Zieliński, Uniwersytet Ekonomiczny w Poznaniu

Redaktorzy Tematyczni/Subject Editors:

Towaroznawstwo kosmetyków i produktów chemii gospodarczej – dr hab. inż. Tomasz Wasilewski, prof. UTH

Towaroznawstwo opakowań – prof. dr hab. Małgorzata Lisińska-Kuśnierz Towaroznawstwo przemysłowe – prof. dr hab. inż. Ryszard Zieliński Towaroznawstwo żywności – prof. dr hab. Maria Śmiechowska Zarządzanie jakością – prof. dr hab. inż. Jerzy Żuchowski

Towaroznawstwo wyrobów tekstylnych i odzieżowych, bezpieczeństwo produktów nieżywnościowych – dr hab. inż. Renata Salerno-Kochan, prof. nadzw. UE

Redaktor Statystyczny/Statistical Editor:

Dr hab. Andrzej Sokołowski, prof. UEK Komitet Redakcyjny/Editorial Board:

Dr Anita Bocho-Janiszewska, Uniwersytet Technologiczno-Humanistyczny w Radomiu Prof. dr Pasquale Giungato, Uniwersytet w Bari, “Aldo Moro”

Dr inż. Emilia Klimaszewska, Uniwersytet Technologiczno-Humanistyczny w Radomiu Dr hab. Małgorzata Lotko, Prof. Uniwersytet Technologiczno-Humanistyczny w Radomiu Dr inż. Anna Małysa, Uniwersytet Technologiczno-Humanistyczny w Radomiu

Dr inż. Małgorzata Zięba, Uniwersytet Technologiczno-Humanistyczny w Radomiu Adres Komitetu Redakcyjnego

Uniwersytet Technologiczno-Humanistyczny, ul. Chrobrego 27, 26-600 Radom, tel. (48) 361-75-39; e-mail: tpj@uthrad.pl, www.tpj.uniwersytetradom.pl

Redakcja czasopisma „Towaroznawcze Problemy Jakości” informuje, że formą referencyjną czasopisma jest wersja drukowana.

Publikacje można nadsyłać na adres Komitetu Redakcyjnego ISSN 1733-747X

Wydawcy:

 Uniwersytet Technologiczno-Humanistyczny im. K. Pułaskiego, ul. Malczewskiego 29, 26-600 Radom

 Instytut Technologii Eksploatacji – PIB, ul. K. Pułaskiego 6/10, 26-600 Radom Opracowanie wydawnicze: Joanna Iwanowska, Iwona Nitek

Wydawnictwo

ul. Malczewskiego 20A, 26-600 Radom, tel. centr. (48) 361-70-33, fax (48) 361-70-34 e-mail: przypis@poczta.onet.pl http://www.uniwersytetradom.pl

Wydawnictwo Naukowe Instytutu Technologii Eksploatacji – PIB

ul. K. Pułaskiego 6/10, 26-600 Radom, tel. centr. (48) 364-42-41, fax (48) 364-47-65 e-mail: instytut@itee.radom.pl http://www.itee.radom.pl

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Spis treści

Przedmowa ... 7 Maciej Urbaniak: Rola zarządzania środowiskowego oraz środowiskowych

rozwiązań produktowych w budowaniu relacji z dostawcami ... 13 Valentyn Khmarskyi: Poziom jakości usług bankowych stron internetowych

w polskich bankach komercyjnych. Punkt widzenia klientów ... 21 Patryk Feliczek: Zarządzanie rezultatami wdrożenia systemu zarządzania

jakością w przedsiębiorstwach branży wyrobów medycznych ... 31 Justyna Syguła-Cholewińska, Tomasz Lech, Jadwiga Szostak-Kot: Badania

mikrobiologiczne w archiwach jako element strategii zabezpieczania zbiorów

i zarzadzania ryzykiem biologicznym ... 40 Aleksandra Kowalska: Analiza oczekiwań konsumentów w stosunku

do opakowań produktów codziennego użytku ... 49 Wojciech Głuszewski, Zbigniew Zimek, Hieronim Kubera, Klaudia Kozera,

Dinara Abbasova: Radioliza papieru ... 58 Bohdan Achrem -Achremowicz, Adam P. Kuczyński, Joanna Kaszuba,

Rafał Wiśniewski, Czesław Puchalski: Ocena jakościowa płatków owsianych

produkowanych w różnych krajach ... 66 Milena Ruszkowska, Oliwia

Rogowska:

Ocena właściwości sorpcyjnych

nasion szałwii hiszpańskiej (Salvia hispanica L.) ... 73 Krzysztof Bohdziewicz: Wybrane cechy jakościowe serów Gouda ... 81 Grzegorz Bienkiewicz, Aleksandra Szymańczyk, Grzegorz Tokarczyk,

Anna Skorodyńska: Wartość żywieniowa wybranych gatunków grzybów

leśnych... 94 Elżbieta Kondratowicz-Pietruszka, Lidia Ostasz: Zmiany oksydacyjne w oleju

arganowym w efekcie ogrzewania i naświetlania UV ... 103

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Justyna Kiewlicz, Ryszard Zieliński: Zastosowanie parametrów rozpuszczalności w doborze rozpuszczalników do wydajnej ekstrakcji przeciwutleniaczy

fenolowych z młodego jęczmienia (Hordeum vulgare L.)

...

₁₁₆

Dorota Klensporf-Pawlik, Małgorzata Majcher, Katarzyna Frąckowiak:

Ocena wpływu prażonych składników na aktywność przeciwutleniającą kawy

zbożowej ... 128 Marcelina Maciejewska, Daria Wieczorek, Katarzyna Wybieralska:

Właściwości przeciwutleniające wybranych soków pochodzenia roślinnego ... 136 Paulina Malinowska: Aktywność przeciwutleniająca ekstraktów z nasion roślin

stosowanych w produktach kosmetycznych ... 146 Anna Małysa, Emilia Klimaszewska, Olga Jagiełło, Marlena Gruszczyńska,

Maja Gajowiak, Beata Majrzchak, Katarzyna Dudziak, Karolina Włodarczyk:

Rola amfoterycznych surfaktantów w kształtowaniu właściwości użytkowych

płynów do kąpieli ... 154 Ilona Walicka, Monika Wiatrzyk, Aleksandra Wołodkowicz, Renata Dobrucka:

Ocena wybranych środków piorących oraz ocena ich działania na wybrane

parametry wytrzymałościowe tkanin ... 164 Informacje ... 173

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... 164

Information ... 173

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P r z e d m o w a

Zgodnie z przyjętym przez Kolegium Redakcyjne długoterminowym planem wy- dawniczym w styczniu 2017 roku oddajemy do rąk Państwa – naszych czytelników jubileu- szowy – pięćdziesiąty numer kwartalnika Towaroznawcze Problemy Jakości (Polish Journal of Commodity Science). Kontynuując próby rozszerzenia grona naszych czytelników, także w bieżącym numerze większość artykułów publikujemy w angielskiej wersji językowej. Jed- nocześnie przypominamy, że obecnie redakcja kwartalnika przyjmuje do publikacji artykuły przygotowane wyłącznie w języku angielskim. Tak jak poprzednio, niezależnie od języka oryginalnej publikacji, każdy artykuł zawiera obszerne streszczenie zarówno w języku polskim, jak i angielskim. Streszczenia wszystkich prac prezentowanych na łamach kwartalnika w obydwu wersjach językowych dostępne są również na stronie internetowej naszego czasopisma pod adresem: http://www.tpj.uniwersytetradom.pl.

Serię 17 artykułów obecnego wydania naszego czasopisma otwiera praca Urbaniaka doty- cząca roli zarządzania środowiskowego oraz środowiskowych rozwiązań produktowych w budowaniu relacji z dostawcami. Autor omawia pojawiające się tendencje związane z wymaganiami przez międzynarodowe koncerny a dotyczące ograniczania negatywnego oddzia- ływania nowych wyrobów na środowisko przez dostawców.

Przedmiotem rozważań drugiego artykułu jest poziom jakości usług bankowych stron internetowych należących do polskich banków. Autor tego opracowania, Khmarskyi, przedstawia to zagadnienie z punktu widzenia klientów. W pracy przedstawiono wyniki badań ankie- towych dotyczących poziomu satysfakcji klientów banków komercyjnych z jakości tego ro- dzaju usług.

W kolejnej pracy Feliczek omawia zagadnienie zarządzania rezultatami wdrożenia systemu zarządzania jakością w przedsiębiorstwach branży wyrobów medycznych. W pracy stwierdzono, że aby zarządzać wynikami, konieczne jest podejmowanie takich działań, które będą adekwatne do oczekiwanych rezultatów. Do najważniejszych czynników mających wpływ na wynik podejmowanych działań, zdaniem autora, należy zarządzanie aktywami, współpraca z klientami i dostawcami, a także komunikacja z klientami i innymi urządzeniami zewnętrznymi.

Bardzo intersujące zastosowanie metod towaroznawczych przedstawiają w swojej pracy Syguła-Cholewińska, Lech i Szostak-Kot. Przedmiotem ich badań doświadczalnych jest zagadnienie zabezpieczania zbiorów gromadzonych w archiwach przed zagrożeniem mikrobio- logicznym. Wyniki mikrobiologicznych badań powietrza w pomieszczeniach, w których gro- madzone są niektóre dokumenty w krakowskich archiwach, wskazują na potrzebę podjęcia działań profilaktycznych i naprawczych w zarządzaniu środowiskiem przechowywania tych zasobów.

W kolejnej pracy Kowalska dokonuje analizy oczekiwań konsumentów w stosunku do opakowań produktów codziennego użytku. W pracy wykazano, że niezależnie od grupy wie- kowej konsumenci przedkładają wartości informacyjne i funkcjonalność opakowań produktów codziennego użytku nad walorami estetycznymi. Z przeprowadzonych badań wynika także, że starsi konsumenci są bardziej świadomi zagrożeń, jakie dla środowiska naturalnego stanowią odpady opakowaniowe.

Zagadnienie radiolizy papieru jako materiału opakowaniowego stanowi przedmiot badań Głuszewskiego i współautorów. Jak wskazują autorzy, opakowania są niekiedy poddawane obróbce radiacyjnej jeszcze przed umieszczeniem w nich wyrobów. Stąd konieczność badań na temat wpływu promieniowania jonizującego na papier, którego głównym składnikiem jest łatwo ulegająca radiolizie celuloza. W pracy wykazano, że obróbka radiacyjna papieru jedynie

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w niewielkim stopniu przyspiesza proces oksydegradacji celulozy, a w przypadku większych zwartości ligniny efekt ten jest pomijalnie mały.

Osiem kolejnych prac dotyczy zagadnień dotyczących jakości produktów spożywczych.

W pierwszej z nich Achremowicz i współautorzy dokonują oceny jakości płatków owsianych produkowanych w różnych krajach. Przeprowadzona ocena sensoryczna wykazała, że w przypadku większości badanych parametrów próbek płatków owsianych nie różniły się statystycz- nie. Wykazano, że wszystkie próbki były bogate w mangan, żelazo i cynk, przy czym podkre- ślono, że próbki szwedzkie można traktować jako najlepsze źródło zarówno cynku, jak i żelaza.

Przedmiotem artykułu Ruszkowskiej i Rogowskiej jest ocena zdolności sorpcyjnych nasion szałwii hiszpańskiej. Autorki przeprowadziły badania doświadczalne, których celem było wyznaczanie przebiegu izotermy adsorpcji pary wodnej przez badane nasiona po 45 dniach przechowywania w szerokim zakresie aktywności wodnej. Na podstawie uzyskanych wyni- ków określono trwałość przechowalniczą nasion szałwii hiszpańskiej.

W kolejnej pracy Bohdziewicz omawia wybrane cechy jakościowe serów Gouda. Na podstawie przeprowadzonych badań stwierdzono znaczne zróżnicowanie analizowanych wyróż- ników cech jakościowych serów zarówno w obrębie różnych, jak i tych samych producentów.

Wykazano zróżnicowanie dotyczące zawartości soli i kwasowości potencjalnej badanych serów Gouda.

Przedmiotem badań Bienkiewicza i współautorów jest wartość żywieniowa wybranych ga- tunków grzybów leśnych. W pracy przedstawiono wyniki badań własnych dotyczące składu kwasów tłuszczowych, zawartości białka oraz aktywność przeciwutleniającą grzybów suszonych pochodzących z lasów województwa zachodniopomorskiego. Stwierdzono, że aktyw- ność przeciwutleniająca grzybów suszonych zależy głównie od gatunku grzybów.

Zagadnienie stabilności oksydacyjnej oleju arganowego stanowi treść pracy Kondrato- wicz-Pietruszki i Ostasz. Autorki przedstawiają wyniki badań własnych dotyczących zmian oksydacyjnych, jakie zachodzą w oleju arganowym w wyniku jego ogrzewania oraz naświe- tlania promieniowaniem UV. Na podstawie przeprowadzonych badań wybranych wyróżników jakościowych stwierdzono, że zarówno wzrost temperatury, jak i naświetlenie promieniowaniem UV próbek oleju arganowego w znacznym stopniu obniża okres stabilności tego oleju.

W kolejnym artykule Kiewlicz i Zieliński przedstawiają wyniki badań własnych dotyczące metod obliczeniowych wspomagających dobór skutecznych ekstrahentów do pozyskiwania substancji przeciwrodnikowych z surowców roślinnych. W pracy przedstawiono możliwości zastosowania kilku rodzajów parametrów rozpuszczalności w doborze rozpuszczalników do wydajnej ekstrakcji przeciwutleniaczy fenolowych zawartych w młodym jęczmieniu. Wyka- zano praktyczną przydatność w tym zakresie metody HSP Hansena i Bagleya.

W kolejnej pracy Klensporf-Pawlik i współautorzy przedstawiają wyniki badań własnych dotyczących określenia zawartości związków polifenolowych oraz właściwości przeciwutle- niających kawy zbożowej. Autorki zajęły się określeniem wpływu, jaki na tę aktywność mają prażone składniki kawy zbożowej takie jak jęczmień, żyto, cykoria oraz burak cukrowy.

Stwierdzono, że spośród badanych składników najwyższą całkowitą zawartością związków fenolowych charakteryzuje się żyto, a najniższą burak cukrowy.

Ostatnia praca z zakresu jakości produktów spożywczych dotyczy również zagadnienia właściwości przeciwutleniających produktów spożywczych. Maciejewska i współautorzy przedstawiają wyniki badań własnych dotyczących określenia zawartości związków fenolowych i aktywności przeciwutleniającej wybranych soków pochodzenia roślinnego. Badaniom poddano soki uzyskane z karczocha, kiszonej kapusty, kwaszonego selera, pokrzywy i brzozy.

W pracy stwierdzono, że badane soki różnią się znacznie zawartością związków polifenolowych oraz aktywnością przeciwutleniającą.

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Zagadnienie aktywności przeciwutleniającej surowców roślinnych jest tematem przewod- nim również artykułu Malinowskiej. Autorka przedstawia wyniki badań własnych dotyczące pomiarów aktywności przeciwutleniającej ekstraktów z nasion dostępnych na polskim rynku kosmetycznym: ostropestu plamistego, kasztanowca zwyczajnego, soi oraz owsa zwyczajnego. Stwierdzono wysoką korelację pomiędzy zawartością związków polifenolowych w badanych ekstraktach z nasion a ich zdolnością przeciwrodnikową.

Kolejna praca dotyczy czynników kształtujących jakość kosmetyków. Małysa i współau- torki omawiają wyniki oceny jakości płynów do kąpieli wytworzonych z dodatkiem nowocze- snych amfoterycznych surfaktantów przygotowanych według własnych receptur. Wykazano, że dodatek betain i sulfobetain korzystnie wpływa na właściwości fizykochemicznych i użyt- kowych tych formulacji. Stwierdzono także, że otrzymane prototypy płynów z omawianymi dodatkami amfoterycznych surfaktantów są delikatne w działaniu, ponieważ nie wywołują podrażnień skóry.

W ostatnim artykule Walicka i współautorki przedstawiają wyniki badań własnych doty- czące oceny wybranych środków piorących oraz ich wpływu na wybrane parametry wytrzy- małościowe pranych w nich tkanin.

Pięćdziesiąty numer naszego kwartalnika zamyka stała rubryka „Informacje”. Zamiesz- czono w niej informację o przebiegu VIII Międzynarodowej Konferencji Towaroznawczej, która miała miejsce w Radomiu 21–22 czerwca 2016 roku.

Życzę Państwu przyjemnej lektury.

Redaktor TPJ

prof. dr hab. inż. Ryszard Zieliński

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P r e f a c e

According to the long-term plan accepted by the Editorial Board, in January 2017 we present to our readers the jubilee, 50^thissue of the Polish Journal of Commodity Science. Continuing the efforts to widen the group of our readers, also in the current issue, most articles are published in English. We would like to remind that now, only papers written in English are accepted by the editors. As before, regardless the language of the original publication, each paper contains a wide summary in both Polish and English. The summaries in both language versions of all the works published one can find on our web page http://www.tpj.uniwersytetradom.pl.

A series of 17 articles in the current issue of our journal is opened by Urbaniak work on the role of environmental management and environmental product solutions in building relationships with suppliers. The Author discusses the emerging trends related to the requirements imposed by multinational consortia on their suppliers involving the reduction of the negative impact of new products on the environment.

The quality of banking websites belonging to the Polish banks is the subject of the second paper. The Author of this study, Khmarskyi, presents this issue from the point of view of customers. The results of the survey on the level of customer satisfaction with the quality of such services are discussed.

In the consecutive work Feliczek presents the results of the implementation of the quality management system in the sector of medical devices. The study found that in order to manage the results, it was necessary to undertake such actions, which would be adequate to the expected results. The most important factors affecting the outcome of actions taken should be asset management, collaboration with customers and suppliers, as well as communication with customers and other external devices.

A very interesting application of commodity science methods is shown in the work by Syguła-Cholewińska, Lech and Szostak-Kot. The subject of their experimental research is the issue of securing the archives collections against microbiological hazards. The results of microbiological tests of indoor air in Kraków archives indicate the need to take preventive and corrective environmental management of storing resources.

In the next paper Kowalska analyzes consumer expectations related to the packaging of everyday products. The study proves that regardless the age group, consumers tend to value information and functionality of the packaging of everyday products over the aesthetic. The study also shows that older consumers are more aware of the risks posed to the environment come from packaging waste.

The problem of radiolysis of paper as a packaging material is the subject of research by Głuszewski et al. The Authors point out that the packages are sometimes treated for radiation before the products are being placed inside. Hence the necessity of research on the effects of ionizing radiation on paper whose main component is cellulose. It was shown that irradiation of paper only slightly accelerated oxydegradation of cellulose, and in the case of larger lignin content, this effect was negligible.

The eight consecutive papers are devoted to the problem of quality of food products. In the first one, Achremowicz et al. assess the quality of oats produced in different countries. The sensory evaluation showed that for most parameters studied samples of oatmeal did not differ statistically. Moreover, it was revealed that all the samples were rich in manganese, iron and zinc.It was emphasized that the Swedish samples could be treated as the best source of both zinc and iron.

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The subject of article by Ruszkowska and Rogowska is the assessment of the sorption capacity of Spanish sage seeds. The Authors carried out experimental studies aimed at determining the course of the adsorption isotherm of water vapor by the seeds after 45 days of storage in a wide range of water activity. On the basis ofthese results, the storage stability of Spanish sage seeds was determined.

In the next work Bohdziewicz discusses the selected qualitative properties of Gouda cheeses. Based on the survey a considerable variation of the analyzed quality determinants of cheeses was found, both within the different and the same manufacturers. Differentiation regarding the content of salt and potential acidity was observed.

Bienkiewicz et al. investigated the nutritional value of some species of wild mushrooms.

The paper presents the results of research on the fatty acid composition, protein content and antioxidant activity of dried mushrooms from forests of West Pomeranian Province. It was found that the antioxidant activity of dried mushrooms depended mainly on the species of fungi.

The issue of the oxidative stability of argan oil is the subject of the work by Kondratowicz- -Pietruszka and Ostasz. The Authors present the results of research on oxidative changes that occur in argan oil as a result of its heating and UV irradiation. Based on the selected quality determinants evaluated, it was found that both the increase in temperature and UV exposure substantially reduced the period of stability of the oil.

In the next paper Kiewlicz and Zielinski present the results of their research on computational methods supporting the selection of effective extractants to obtain antiradical substances from plant materials. The paper presents the possibility of using several types of solubility parameters in the selection of solvent for the efficient extraction of phenolic antioxidants contained in young barley. A practical applicability of the Hansen and Bagley method (HSP) was demonstrated for this purpose.

In the consecutive work Klensporf-Pawlik et al. present the results of the study on the determination of polyphenolic compounds and the antioxidant properties of coffee substitute.

The Authors analyzed the impact of cereal coffee components, such as barley, rye, chicory and sugar beet on these properties. It was found that the highest total content of phenolic compounds could be found in rye, while the lowest – in sugar beet.

The last work in the subject of food quality also deals with the issues of antioxidant properties of foods. Maciejewska et al. shows the results of the study on the determination of phenolic compounds and antioxidant activity of selected juices of plant origin. The study involved juices obtained from artichoke, pickled cabbage, leavened celery, nettles and birch. It was observed that the tested juices varied considerably in the content of polyphenolic compounds and antioxidant activity.

The issue of the antioxidant activity of plant materials is the theme of the paper by Malinowska. The Author presents the results of research on the measurement of antioxidant activity of the extracts of seeds available on the Polish cosmetics market: milk thistle, horse chestnut, soybeans and oats. A high correlation between the content of polyphenol compounds in the studied extracts from the seeds and their antioxidant capability was confirmed.

The next paper relate to factors affecting the quality of cosmetics. Małysa et al. discuss the results of the assessment of the quality of liquid bath made with the addition of modern amphoteric surfactants prepared according to their own recipes. It was shown that the addition of betaine and sulphobetaine revealed beneficial effect on the physico-chemical properties and performance of these formulations. It was also found that the obtained prototypes of liquids were delicate in action and did not cause skin irritation.

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In the last paper Walicka et al. present the results of research on the assessment of detergents and their impact on selected strength parameters of the fabrics washed.

The 50^thissue of the quarterly is closed by the column „Information”. One can find there a report on the 8th International Conference on Commodity Science that took place in Radom, 21–22 June 2016.

I wish you a nice reading.

PJCS Editor

Prof. dr hab. inż. Ryszard Zieliński

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Maciej URBANIAK University of Lodz Faculty of Management Logistics Department

The role of the environmental

management and environmental product solutions in building relationships

with suppliers

DOI: 10.19202/j.cs.2017.01.01

Key words: environmental management, product innovation, eco-design, supply chain.

Słowa kluczowe: zarządzanie środowiskowe, innowacje produkto- we, projektowanie ekologiczne, łańcuch dostaw.

1. Introduction

Many multinational enterprises, especially OEMs (Original Equipment Manufacturers), which have implemented the concept of environmental management also expect to limit the their suppliers’ negative impact on the environment. The scope of the requirements for suppliers may include compliance with legal provisions relating to environmental protection, implementation and improvement of an environmental management system based on the requirements of the ISO 14001 standard, the introduction of the assessment of environmental aspects in all phases of the product life in accordance with the concept of LCA, as set out in the guidelines contained in the ISO 14040 series of standards (such as design, purchase of materials, production preparation, production, packaging, storage

and transport to the customer, after sales service, installing the product at the customer, use of the product, maintenance and handling of the product after use) or using the Design for the Environmentt approach (“Ecodesign”) [1-5]. It can be observed that the cooperating partners in the supply chain undertaking joint research and development projects take into account the improvement of environmental. Therefore, cooperating partners connected to the objectives of product design focus primarily on:

• Improved material efficiency (by minimizing the consumption of materials, use of materials with a low impact on the environment, the use of renewable raw materials and/or the use of recovered materials);

• Improved energy efficiency (by reducing energy consumption, use of energy sources with a low impact on the environment, the use of energy from renewable resources);

• Design (of products and processes), taking into account the concept of cleaner production and safe use (through the use of cleaner production techniques, avoiding the use of hazardous materials);

• Design which is focused on ensuring the safety and stability of the product (including in this respect the length of the operation, maintainability product improvements resulting from the emergence of these technologies).

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2. The role of the Ecodesign approach and LCA in new product development The Ecodesign approach is based on Environmental Effect Analysis (EEA) and takes into account: identification of legal requirements, design planning, conceptual design, construction and evaluation of a prototype, production and packaging). Life cycle assessment (LCA) is a complex process involving the analysis of the profitability of investment projects with simultaneous emphasis on reducing a product’s negative impact on the environment. This concept takes into account measures to determine the quantities of used materials, energy and waste generated in each process (starting from raw material extraction, through manufacturing, distribution, use and reuse/recycling until final disposal) [6-8]. A particular stage in the design and development of a new product with the use of the Ecodesign approach is screening [9]. This analysis takes into account:

• Legal requirements (including waste management and the restriction of use of hazardous substances) and the functionality of the product (specifications) and safety for the environment and for users);

• Technological capability and business infrastructure;

• Suppliers’ capability of providing the appropriate (new) solutions, technical quality and requirements relating to the fulfillment of requirements for improving the environmental aspects.

The effective application of Ecodesign and the concept of LCA help companies meet the requirements relating to environmental supplier statements (environmental product declarations) and applying for the use of eco-labeling for products [10, 11].

3. Requirements for suppliers in the field of environmental product solutions The Ecodesign approach takes into account environmental aspects at all stages of a product’s design and development. This process includes: planning and design requirements, conceptual design, detailed design, survey / construction and evaluation of a prototype, production, product launch to the market, and a review of the product [12-14]. The first stage of the product design process includes planning. This stage begins with an analysis of external and internal factors affecting the planned product (screening analysis). The external factors include:

• Legal requirements (including the current and future developments in the field of national and international regulations and legislation relating to product liability, reducing the use of hazardous substances and waste management);

• The needs and expectations of customers (basic analysis functions to meet the product’s technical functionality, price and safety for the environment and for users);

• Positioning the company and its products against competitors (including environmental criteria);

• Environmental requirements (including the cost-effective use of resources, protection of human life and the environment, the consequences resulting from industrial processes, such as emissions, waste, etc.).

• The environmental awareness of society and its impact on shaping the image of the company and its products).

On the other hand, in terms of internal factors in the analysis of the screening, it includes:

• Compliance with the objectives of the company, and in particular from the existing portfolio of production, or existing distribution channels;

• Suitable human potential (knowledge and skills of specialized personnel);

• The financial resources (and the ability to access external sources of funding);

• The technological capabilities and infrastructure of the business;

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• The ability of suppliers to provide appropriate (new) solutions, technical quality and requirements relating to the fulfillment of requirements for improving the environmental aspects [15].

In the next stage of a new product’s project development, the company defines measurable objectives and tasks related to the management of the environmental aspects, as well as considering the best possible solutions (to optimize the impact of the significant aspects of the life cycle). For this purpose, risk analysis and benchmarking analyses are used.

In the third stage of the company draft, a detailed product concept is produced which aims to define:

• The parameters of the product (specifying the technical quality);

• The technological processes (related to the production, distribution, installation, use and handling of the product after the operation);

• The form of the product’s technical documentation, and the processes associated with its evolution (production, quality control, packaging, installation and operation);

• Requirements for suppliers (purchasing specifications, selection criteria) [16, 17].

All defined specifications for materials, processes and requirements for suppliers should take into account environmental aspects. In the next phase of the design process, prototypes of new products are designed based on the specifications developed. These are subjected to laboratory testing and production in line with the objectives of environmental aspects. The results of this assessment can be used to:

• Improve the design of a new product (change of raw materials, design and technological solutions);

• Improve operational processes (design, manufacture, transport, installation of the product at the customer or after-sales service);

• The need to change supplier.

The last phase of the process of product design and development is validation. The purpose of validation is to ensure that the objectives of the organization have been met, along with any legal requirements and the expectations of customers (or other stakeholders).

4. Results of empirical research and discussion

The aim of the empirical research was to determine the role of the environmental management system and the role of environmental product solutions in building relationships with suppliers. The study was carried in 2013 through the use of a postal survey.

Questionnaires were sent to 3224 companies operating in Poland. 170 questionnaires were returned (response rate at 5.2%). Companies were selected from a database of the ISO Guide 2012. Details of the study in terms of cross-segmentation are presented below (Tables 1, 2).

The results of the empirical study indicate that about 25% of surveyed companies expected their suppliers to implement an environmental management system in accordance with the requirements of ISO 14001 and to introduce measures aimed at reducing the negative impact of their products on the environment through consideration of environmental aspects in the design of new and modified product solutions. Analyzing in detail the results of this study, one can notice some differences between the segments of surveyed enterprises. Producers, companies with international scale activities, business units of foreign capital, large and small companies and bidders’ solutions for the B2B market, often pointed to the role of the environmental management system in building partnerships with suppliers. Service providers, companies with Polish capital, small businesses and bidders’ products on the B2C market often expect suppliers to take measures to limit the product negative impact of the environment. This is due to the fact that these companies are much less likely to implement an

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environmental management system, and their requirements are mainly limited to the environmental performance of products.

Table 1. The role of the environmental management system and the role of environmental product solutions in building relationships with suppliers (percentage rate; comparison of organizations in general and in terms of sector, market coverage and origin of capital)

Tabela 1. Rola zarządzania środowiskowego oraz środowiskowych rozwiązań produktowych w budowaniu relacji z dostawcami (odsetek wskazań; porównanie pomiędzy organizacjami ogółem oraz ze względu na sektor, zasięg rynkowy oraz pochodzenie kapitału)

Expectations

for suppliers General

N = 170

Sector Market coverage Capital

Production

N = 115 Services

N = 55 Home

N = 23 International

N = 147 Foreign

N = 36 Polish N = 134 Implementation of

environmental

management system 23.53 27.78 21.82 17.39 24.49 27.78 22.39

Reduce products’

negative effects on the

environment 26.47 25.22 29.09 26.09 26.53 19.44 28.36

Source: Results of empirical study/ Źródło: wyniki badań empirycznych.

Table 2. The role of the environmental management system and the role of environmental product solutions in building relationships with suppliers (percentage rate; comparison of organizations in terms of number of employees and target market)

Tabela 2. Rola zarządzania środowiskowego oraz środowiskowych rozwiązań produktowych w budowaniu relacji z dostawcami (odsetek wskazań; porównanie pomiędzy organizacjami ze względu na liczbę pracowników oraz rynek docelowy)

Expectations for suppliers Number of employees Target market

- 50

N = 58 51-250

N = 74 251-

N = 38 B2B

N = 115 B2C N = 55 Implementation of environmental management system 17.24 24.32 31.58 26.96 16.36 Reduce products’ negative effects on the environment 29.31 27.03 21.05 24.35 30.91 Source: Results of empirical study/ Źródło: wyniki badań empirycznych.

5. Supplier developments programs

Many international companies try to assist local suppliers meet their stringent requirements by offering them help in the form of consultations and training in the implementation of product innovations and improving operational processes [18]. These activities focus on delivery of aid in terms of:

• Ensuring the technical quality of products,

• Improving the efficiency and effectiveness of processes,

• Improving working conditions and improving staff qualifications,

• Reducing the level of risk threats in the supply chain in order to ensure continuity of processes carried out by the partners.

Some supplier development programs are aimed at improving the environmental impact of products. Green supplier development programs are based on setting goals and formulating supplier task programs, which are associated with the use of less environmentally harmful materials and the implementation of more environmentally friendly technological solutions.

Many industrial customers require that suppliers have implemented the requirements of the following European Union directives:

• RoHS (Restriction of Hazardous Substances) Directive EU 2003/95/EC,

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• WEEE (Waste Electrical and Electronic Equipment) Directive 2001/96/EC,

• EuP (Eco-design for Energy using Products) Directive 2009/125/EC,

• Battery and Accumulator Directive 2006/66/EC,

• Packaging Directives 94/62/EC, 2004/12/EC, COM Decision 97/129/EC,

• REACH (Registration Evaluation Authorization and Restriction of Chemicals) Regulation 1907/2006/EC [19] [20] [21].

OEMs support their suppliers by providing expertise knowledge delivered through training and specialist advice. Enterprises engage providers in joint projects related to designing new product solutions that use the Ecodesign approach. Effective implementation of these programs allows the partners to improve the quality of products (lower level of non-compliance, introduce product innovations, increase reliability and security), shorten the cycle processes and reduce their costs (especially in relation to operational processes such as design, customer service before and after the sale, production/services, transportation and infrastructure maintenance), as well as improve mutual communication [22-25]. The successful implementation of these programs allows both the suppliers and customers to improve the quality of products (lower the level of non-compliance, introduce product innovations, increase reliability and security), shorten cycle processes and reduce their costs (in particular with regard to operational processes such as design, customer service before and after the sale, production/services, transportation and maintenance of infrastructure) and improve mutual communication [26]. Actions aimed at helping suppliers develop undoubtedly contribute to a reduction in transaction costs related to the exploration of new supply capacity, conducting audits and other forms of assessment, verification and qualification of the sources of purchase [27]. In order to ensure the effectiveness of supplier development, a program is necessary to produce a climate of cooperation based on mutual commitment, trust and an open exchange of information, especially in the area of performance quality (level of compliance with the requirements for the provision and improvement of products and processes) and cost (access to financial data relating to the joint ventures). Effectively implemented, the development programs of suppliers undoubtedly contribute to building the intellectual capital of the partners [28].

6. Monitoring the development of green suppliers

Many companies monitor the activities of suppliers using a Supplier Performance Card and collecting data, and when conducting appropriate benchmarking studies they take into account technical quality, timeliness, cost reduction, technological development, the rate of implementation by the supplier of new solutions (adaptation time to changes in the process or the product), the possibility of introducing a new product, the reaction rate (for RFQ / preparation of the offer, a complaint/the reporting of a technical problem, the implementation of corrective/preventive measures), flexibility (adapting to changes in customer orders, changes in the economic environment), improving environmental impact (reducing the consumption of materials/energy, reducing greenhouse gases, reducing waste generation and increasing the reuse of materials through the introduction of recycling), and progress in the implementation of process improvement tools and products [29-31]. Many companies also assess suppliers on the basis of their level of management focusing on their system of certificates (which confirmed the implementation of organizational standards like ISO 9001 or ISO 14001). They also audit suppliers periodically. Some international companies require regular reports on progress in the improvement of management systems while monitoring suppliers. They also keep monitoring them regularly by means of Performance Feedback Report Cards which contain data on lowering costs, reducing incompatibility, improving effectiveness indicators and process efficiency indicators, reducing energy consumption, shorter cycles of process completion and optimization of using production capabilities.

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7. Conclusions

To recapitulate the considerations presented in the article, it should be clearly stated that OEMs require suppliers to focus on taking account of their environmental aspects in the processes of product design and development. In the long term, the implementation of these requirements by suppliers allows them to derive many benefits. The most important benefits in this respect include:

• Lower costs, by optimizing the consumption of materials and energy,

• Increasing process efficiency and reducing waste;

• Stimulating innovation and creativity in the design of environmentally friendly products which are safe for users;

• Improving the image of the company;

• Increased environmental awareness of employees.

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Summary

The aim of this article is to define the role of environmental management in the processes of research and development conducted with suppliers. The publication describes the emerging trends related to the requirements of international companies (especially Original Equipment Manufacturers – OEMs) on reducing suppliers’ negative impact of new products on the environment. Increasingly, these requirements are taken into account during the initial assessment and periodic suppliers. The expectations that international companies have of suppliers include an ever wider range of implementations of the concept of environmental management contained in the ISO 14000 series of International Standards. These expectations include: the implementation of an environmental management system (in accordance with the guidelines of ISO 14001), the implementation of LCA (ISO series 14040), and the use of environmental labels and environmental statements (as required by series 14040). OEM companies are not limited to placing stringent requirements on suppliers. Many multinationals offer their suppliers special programs to support the implementation of environmental management.

Maciej URBANIAK

Uniwersytet Łódzki, Wydział Zarządzania, Katedra Logistyki

ROLA ZARZĄDZANIA ŚRODOWISKOWEGO ORAZ ŚRODOWISKOWYCH ROZWIĄZAŃ PRODUKTOWYCH W BUDOWANIU RELACJI Z DOSTAWCAMI

Streszczenie

Celem artykułu jest określenie roli zarządzania środowiskowego w procesach badań i roz- woju prowadzonych wspólnie z dostawcami. W publikacji opisano pojawiające się tendencje związane z wymaganiami międzynarodowych koncernów dotyczącymi ograniczania negatywnego oddziaływania nowych wyrobów na środowisko przez dostawców. Coraz częściej wymagania te brane są pod uwagę podczas oceny wstępnej i okresowej dostawców. Oczeki- wania międzynarodowych koncernów wobec dostawców obejmują coraz szerszy zakres wdra- żania koncepcji zarządzania środowiskowego zawartej w międzynarodowych standardach ISO serii 14000. Oczekiwania te obejmują: wdrożenie systemu zarządzania środowiskowego (zgodnego z wytycznymi ISO 14001), wdrożenie LCA (według ISO serii 14040), stosowanie etykiet środowiskowych i deklaracji środowiskowych (zgodnie z wymaganiami serii 14040) Przedsiębiorstwa będące nabywcami nie ograniczają się wyłącznie do stawiania rygorystycz- nych wymagań dostawcom. Wiele koncernów międzynarodowych oferuje swoim dostawcom specjalne programy wsparcia w zakresie wdrażania zarządzania środowiskowego.

prof. dr hab. inż. Maciej URBANIAK The Lodz University

Faculty of Management Logistics Department

Matejki Str. 22/26, 90-237 Lodz, Poland e-mail: murb@uni.lodz.pl

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Valentyn KHMARSKYI

Poznan University of Economics and Business Faculty of Commodity Science

Service quality level of internet banking

websites in Polish commercial banks.

Customers' view

DOI: 10.19202/j.cs.2017.01.02

Key words: quality, service, website, dimension, level.

Słowa kluczowe: jakość, serwis, portal, wymiary, poziom.

1. Introduction

Rapid development of Internet technologies strongly influences digitalization of different activities, and bank market is not an exception. Moreover, according to recent research interest of scientists to e-banking proves this trend. Researches are interested in development new ways to secure access to private accounts, increase quantity of on-line operations, improve quality of provided services, etc. E-channel, also known as innovative distribution channel [Wong, 1998; Kimball et al., 1997], or online banking [Daniel, 1999] or technology-intensive delivery system [Filotto et al., 1997], refers to methods of delivering financial products using different electronic media such as personal computers (PC), telephones, and the Internet [Dannenberg and Kellner, 1998].

Internet banking provides both private and public banks tangible benefits as cost savings, involving new customer segments, reduction of time for processing operations, increase speed of services, better customer satisfaction [Bauer, Hammerschmidt and Falk, 2005]. It has become one of the most important means for banks to market and sell their products and services and

becomes an integral part of a commercial bank activity to survive and prosper [Gan et al., 2006]. Furthermore, with Internet banking customers do not need to queue or wait for banking services as they can do at their own preferences time and place daily especially those customers were in hurry and find hard time to keep on track on their accounts [Deitel & Nieto, 2001].

Additionally, the customer is required to present at the bank no more, as he/she may do all

needed transactions

electronically. Also, it provides safe and confident channels which increases customers' loyalty.

Recent studies show that Internet banking channels have a positive impact on retail banking performance [Hernando and Nieto, 2005; DeYoung et al., 2007]. It goes without saying, that it has experienced explosive growth and has transformed traditional practices in bank industry [Barwise and Farley, 2005; Gonza ́lez et al., 2008;

Lichtenstein and Williamson, 2006]. Evaluation of increasing Internet banking sector in Estonia [Kent Eriksson et al., 2004]

shows that perceived usefulness of internet banking is the primary reason that Estonian bank customers use the internet for banking. Christopher Gan et al. in 2005 analysed connection between consumer's decision making and e-banking in New Zealand and estimated various relationships between electronic banking and demographic characteristics.

Trying to increase market share, customers' loyalty, and competitiveness commercial

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banks implement different instruments to attract more clients on Internet banking market. In this

“on-line battle” service quality level becomes a “weapon” to survive and prosper. However, many debates arise about key determinants of Internet banking service quality level. As a consequence of the increasing importance of modern information and communication technologies for the delivery of financial services the analysis of e-banking quality issues becomes an area of growing interest to researchers and managers [Hughes, 2003; Jayawardhena, 2004].

In fact, researches used different approaches to find key factors which affect service quality level. Gounaris and Dimitriadis in 2003 used SERVQUAL to identify three quality dimensions, namely customer care and risk reduction benefit, information benefit and interaction facilitation. In this research only 14 items were presented. Jayawardhena in 2004 changed SERVQUAL scale to assess service quality in e-banking. Using 21 items, five quality dimensions were identified: access, web site interface, trust, attention and credibility.

The main aim of this paper is to identify those factors that are crucial for service quality level of banks’ websites from customers’ point of view and to find out a correlation between total quality level of banks’ websites and these factors. In further researches, the author is going to investigate an impact of each factor on total quality level of banks’ websites by means of factor analysis.

All in all, there are many ways to identify service quality level of Internet banking channels. However, basing on literature review, the author defined three main groups of internet banking service quality level, such as: customer service quality, Internet banking system quality, and provided information quality.

2. Customer service quality

Customers' satisfaction positively influences bank performance; and on the contrary, high levels of customer service quality can exert a positive influence on customer satisfaction [Parasuraman et al., 1988; Cronin and Taylor, 1992]. They at first used ten determinants of service quality [Parasuraman et al., 1985], which later were grouped into five dimensions [Parasuraman et al., 1988]

• Tangibles.

• Reliability.

• Responsiveness.

• Assurance.

• Empathy.

Basing on these 5 dimensions, SERVQUAL instrument was developed to evaluate service quality level. However, this instrument was restricted by many aspects and could not be used across industries.

Johnston in 1995 examined banking industry and, using the critical incident technique, banking customers' perceptions about the service quality received and found 18 service quality attributes. Oppewal and Vriens in 2000 used conjoint experiments to measure service quality to obtain four service quality dimensions such as:

• Accessibility.

• Competence.

• Accuracy and friendliness.

• Tangibles.

As for Internet banking, Joseph et al. in 1999 identified six dimensions of electronic banking service quality:

• Convenience/accuracy.

• Feedback/complaint management.

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• Efficiency.

• Queue management.

• Accessibility.

• Customization.

However, the most precise and far-reaching research about key dimensions of Internet banking service quality was conducted by Minjoon J., Shaohan Cai in 2001. Using critical incident technique (CIT), they identified 10 dimensions of customer service quality:

1. Reliability.

2. Responsiveness.

3. Competence.

4. Courtesy.

5. Credibility.

6. Access.

7. Communication.

8. Understanding the customer.

9. Collaboration.

10. Continuous improvement.

3. Internet banking system quality

System quality is named as anticipated features of the information system itself [DeLone et al., 2003]. Mostly it involves four instruments: convenience, flexibility, integration and response time. However, other scientists include other dimensions: ease of use, ease of learning perceived usefulness of IS [Franz C., Robey D., 1986], flexibility of system [Mahmood M., 1987], privacy, security and ease of navigation [Palmer J., 2002], content, format, and accuracy [Doll and Torkzadeh, 1988], playfulness and system use [Liu and Arnett, 2000].

In terms of Internet banking, Sathye in 1999 measuring the adoption of Internet banking by Australian consumers found that “difficulty in use” and “security concern” are important factors. Jayawardhena and Foley in 2000 supposed that critical features of Internet banking Web sites are:

1. The speed to download.

2. Content.

3. Design.

4. Interactivity.

5. Navigation.

6. Security.

Minjoon J., Shaohan Cai in 2001 viewed 6 factors as critical to system quality of Internet banking:

1. Contents.

2. Accuracy.

3. Ease of use.

4. Timeliness.

5. Aesthetics.

6. Security.

4. Provided information quality

This dimension refers to the quality of provided information that the information system produces. It depends on a variety of factors like reliability, accuracy, precision, timeliness, etc.

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Other factors like understandability, sufficiency, comparability, quantitativeness [King W., Epshtein B., 1983], ease of navigation, security [Molla A., Licker P., 2001] are also considered as critical for increasing Internet banking service quality level.

5. Material and methods

Identifying key dimensions of e-quality of Internet banking resources, different researches used various methods. Critical incident technique is valuable for its discovering and classifying key factors [Weber, 1985]. SERVQUAL and SERPERF methods are very widespread; however, they were often criticized for inflexibility and insufficient observation of possible factors. E-S-QUAL model developed by Parasuraman et al in 2005 is employed to assess electronic service quality. This model consists of four dimensions: efficiency, fulfilment, system availability, and privacy.

Other researchers used own questionnaires to measure service quality satisfaction and key factors. Minjoon J., and Shaohan C. in 2001 analysed forum to identify key factors and own questionnaire to interview customers. Hussien and Aziz in 2013 used own questionnaire and interviews to find appropriate dimensions for service quality of Internet banking in Egypt.

The author suppose that measuring service quality level in Poland require a two-step procedure: defining factors which correlate with service quality level through literature review and a survey to measure service quality level of Internet banking. The questionnaire (see Appendix) was elaborated to measure service quality level using those determined characteristics from step 1. The survey was conducted via specialized site https://www.surveymonkey.com on a Polish Internet banking market between 15 February and 23 March, in which 3927 random respondents gave answers to the questionnaire.

Questionnaire was translated into Polish to make survey for respondents easier. The items will be measured on five-point Likert-type scales that vary from 1 “strongly disagree” to 5

“strongly agree”.

The questionnaire contains 12 dimensions for assessment that are grouped into three sections:

[1] Provided information quality.

[2] Customer service quality.

[3] Internet banking service quality.

The author reviewed literature about determining and assessing dimensions which may be used to evaluate Internet banking service quality. All 12 dimensions are classified in three groups: customer service quality, Internet banking system quality, and provided information quality.

Evaluating service quality of Internet banking website, the author identified such dimensions as:

• Provided information quality:

− Product and service range (Q5 – Q6).

− Product and service information (Q7 – Q9).

• Customer service quality:

− Reliability (Q10 – Q14).

− Accessibility (Q15 – Q19).

− Responsiveness (Q20 – Q25).

− Credibility (Q26 – Q28).

− Personal respect (Q29 – Q32).

− Online maintenance (Q33 – Q37).

− Improvement (Q38 – Q41).

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Komisja Nauk Towaroznawczych – Nauk o Jakości

przy Oddziale Polskiej Akademii Nauk w Poznaniu

TOWAROZNAWCZE

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2017

PROBLEMY JAKOSCI

POLISH JOURNAL OF COMMODITY SCIENCE

T O W AR OZN A W CZE PR OBLEMY JAK OSCI

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1 [50]

2017

Spis treści

Rogowska:

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Contents

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P r z e d m o w a

P r e f a c e

The role of the environmental

management and environmental product solutions in building relationships

with suppliers

Service quality level of internet banking

websites in Polish commercial banks.

Customers' view

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