Analiza, ocena i doskonalenie jakości usług – case study

• Autorzy: Kowalik K. , Klimecka-Tatar D.

Identyfikatory

DOI

10.30657/qpi.2018.09.05

• Języki publikacji: EN

Abstrakty

EN

The objectives of the analysis conducted and described in this paper has been to present the practical application of service quality improvement’s chosen methods based on case study. The first part of the article contains the theoretical framework of service quality and its improvement. Afterwards, the results of empirical research have been presented. First of all, to analyze the process, the Servqual method has been chosen. To choose the most important areas of improvement the Importance-Performance Analysis’ results have been used. Furthermore, in the Impact and Effort Matrix the selected improvement ideas have been included.

PL

Celem artykułu jest przedstawienie praktycznego zastosowania metod doskonalenia jakości usług w oparciu o case study. Pierwsza część opracowania zawiera teoretyczne ramy jakości usług i jej doskonalenia. Następnie zaprezentowano wyniki badań empirycznych: analizę jakości usługi w oparciu o metodę Servqual, identyfikację kluczowych obszarów doskonalenia z wykorzystaniem metody Importance-Performance oraz analizę możliwości wdrożenia poszczególnych działań doskonalących poprzez ich prezentację na macierzy Impact&Effort.

Słowa kluczowe

EN

Impact&Effort Matrix; Importance-Performance Analysis; improvement; service quality; Servqual method

PL

doskonalenie; jakość usług; macierz Impact&Effort; metoda Servqual; Importance-Performance Analysis

• Wydawca: Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji
• Czasopismo: Zeszyty Naukowe. Quality. Production. Improvement
• Rocznik: 2018
• Tom: No. 2 (9)
• Strony: 92--102
• Opis fizyczny: Bibliogr. 15 poz., rys., tab.

Twórcy

autor

Kowalik K.

• Faculty of Management, Częstochowa University of Technology, Al. Armii Krajowej 19b, 42-200 Częstochowa, Polska

autor

Klimecka-Tatar D.

• Department of Production Engineering and Safety, Faculty of Management, Częstochowa University of Technology, Al. Armii Krajowej 19b, 42-200 Częstochowa, Polska

Bibliografia

• [1] Keshavarz Y., Jamshidi D., “ Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty’’ International Journal of Tourism Cities, vol. 4, no 2, pp. 220-244, Feb. 2018.
• [2] Solimun, Fernandes A., “ The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty’’ Journal of Management Development, vol. 37, no 1, pp. 76-87, Jan 2018.
• [3] Kowalik K., Klimecka-Tatar D. Brozova S. “Service quality model based on the 4Q’s model and the system approach to service quality’’, in Proceedings of the 2nd International Conference: Contemporary Issues in Theory and Practice of Management, 2018, pp. 236-243.
• [4] Cavallone M., Magno F., Zucchi A., “ Improving service quality in healthcare organizations through geomarketing statistical tools’’ The TQM Journal, vol. 29, no 5, pp. 690-704, Jun. 2017.
• [5] Ladhari R. “A review of twenty years of Servqual research” International Journal of Quality and Service Sciences, vol. 1, no. 2, pp. 172-198, Jan. 2009.
• [6] Rocha J., Pinto A., Batista M., Simpson J., Ambrosano G., “The importance of the evaluation of expectations and perceptions to improve the dental service quality” International Journal of Health Care Quality Assurance, vol. 30, no. 6, pp. 567-576. Mar. 2017.
• [7] Yong-Pil K., Kye-Wan K., Deok-Gyun Y., “Exploration and Development of SERVQUAL” Asian Journal of Quality, vol. 4, no. 1, pp. 116-130. Jan. 2003.
• [8] Pakdil F., Kurtulmusoglu F. “Quality improvement initiatives based on customer and service provider perspectives in shopping malls” International Journal of Quality and Service Sciences, vol. 10, no. 2, pp.176-195, Feb. 2018.
• [9] Kowalik K., Klimecka-Tatar D. “Identification of main areas of customer service process improving in the cinema” Archiwum Wiedzy Inżynierskiej, vol. 2, no. 1, pp. 42-44, Jun. 2017.
• [10] Izadi A., Jahani Y., Rafiei S., Masoud A., Vali L., “Evaluating health service quality: using importance performance analysis” International Journal of Health Care Quality Assurance, vol. 30. no. 7, pp. 656-663. Apr. 2017.
• [11] Arbore A., Bussaca B., “Rejuvenating importance-performance analysis” Journal of Service Management, vol. 22, no. 3, pp. 409-429. Jun. 2011.
• [12] Eskilden J., Kristensen K., “Enhancing importance-performance analysis” International Journal of Productivity and Performance Management, vol. 55. no. 1, pp. 40-60. Jan. 2006.
• [13] Ingaldi M. “Overview of the main methods of service quality analysis” Production Engineering Archives, vol. 18, pp. 54-59, Mar. 2018.
• [14] Nakhai B., Neves J., “The challenges of Six Sigma in improving service quality” International Journal of Quality&Reliability Management, vol. 26, no. 7, pp. 663-683, Oct. 2009.
• [15] Hensley R.L., Dobbie K., “Assesing Readiness for six sigma in service setting” Managing Service Quality, vol. 15, no. 1, pp. 82-101, Jan. 2005.

Uwagi

Opracowanie rekordu w ramach umowy 509/P-DUN/2018 ze środków MNiSW przeznaczonych na działalność upowszechniającą naukę (2019).