Customer satisfaction study using the Servqual method

• Autorzy: Kania A. , Plasczyk K.

Identyfikatory

DOI

10.5604/01.3001.0011.8239

• Języki publikacji: EN

Abstrakty

EN

Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.

Słowa kluczowe

EN

customer satisfaction survey; servqual method; expected and perceived quality

PL

badanie satysfakcji klienta; metoda Servqual; postrzeganie jakości

• Wydawca: International OCSCO World Press
• Czasopismo: Journal of Achievements in Materials and Manufacturing Engineering
• Rocznik: 2018
• Tom: Vol. 86, nr 2
• Strony: 78--84
• Opis fizyczny: Bibliogr. 10 poz., rys., tab.

Twórcy

autor

Kania A.

• Institute of Engineering Materials and Biomaterials, Silesian University of Technology, ul. Konarskiego 18a, 44-100 Gliwice, Poland

autor

Plasczyk K.

• Institute of Engineering Materials and Biomaterials, Silesian University of Technology, ul. Konarskiego 18a, 44-100 Gliwice, Poland

Bibliografia

• [1] L. Rudnicki, Market behaviors of buyers. Mechanism and conditionings, Economic University Publishing House, Kraków,2004 (in Polish).
• [2] A. Gulc, Models and methods of measuring the quality of logistic service, Procedia Engineering 182 (2017) 255-264.
• [3] M. Stoma, Models and methods of service quality measurements, Q&R Poland Publishing House, Lublin,2012 (in Polish).
• [4] A. Parasuraman, V.A. Zeithaml, L.L. Berry, A conceptual model of service quality and its implications for future research, Journal of Marketing 49/4 (1985) 41-50.
• [5] R. Wolniak, B. Skotnicka-Zasadzien, The koncept study of Servqual method’s gap, Quality&Quantity 46 (2012) 1239-1247.
• [6] A. Kania, M. Spilka, Chosen aspects of knowledge management in enterprises, Journal of Achievements in Materials and Manufacturing Engineering 38/2 (2010) 203-210.
• [7] V. Lendel, Š. Hittmár, E. Siantová, M. Latka, Proposal of the evaluation system of the level of the innovation processes management in company, Procedia Economics and Finance 34 (2015) 417-422.
• [8] R. Liu, L. Cui, G. Zeng, Ch. Wang, S. Yan, B. Yan, Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry, Applied Soft Computing 26 (2015) 508-512.
• [9] M. Tileng, W. Utomo, R. Latuperissa, Analysis of service quality using Servqual method and importance performance analysis (IPA) in population department, Tomohon City, International Journal of Computer Applications 70/19 (2013) 23-30.
• [10] K. Korzyńska, Method of measuring the quality of services on the example of company that offers training services, Scientific Papers of the University of Szczecin. Finance, Financial Markets, Insurance 55 (2012) 609-622 (in Polish).

Uwagi

PL

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