Measurement and evaluation of the quality of services through customers’ satisfaction

• Autorzy: Klementová J. , Sedliačiková M.
• Języki publikacji: EN

Abstrakty

EN

The article deals with the measurement and evaluation of quality of service through the define criteria. These criteria characterize the important areas for customer in the frame of providing of service and have a direct impact on the overall perception of quality from the view of customer. The measurement was carried out through questionnaires with 5-point Likert scale evaluation. Due to the fact that the customer is the person, who decides on the success of the enterprise on the market, based on his satisfaction, respectively dissatisfaction, the research results are important basis for management - for the decision-making process or for processes, which can improve the quality of services.

Słowa kluczowe

EN

process quality management; quality of services; quality evaluation; customer satisfaction

• Wydawca: Wydawnictwo Szkoły Głównej Gospodarstwa Wiejskiego w Warszawie
• Czasopismo: Annals of Warsaw University of Life Sciences - SGGW. Forestry and Wood Technology
• Rocznik: 2014
• Tom: No. 88
• Strony: 107--111
• Opis fizyczny: Bibliogr. 4 poz.

Twórcy

autor

Klementová J.

• Department of Business Economics, Technical University, Zvolen, Slovakia

autor

Sedliačiková M.

• Department of Business Economics, Technical University, Zvolen, Slovakia

Bibliografia

• 1. MATEIDES, A., ĎAĎO, J. 2002. Služby. Bratislava: EPOS, 2002. 750 s. ISBN 80-8057-452-9.
• 2. SEKULOVÁ, J., NEDELIAK, I. 2013. Utilization of GAP MODEL in providing of services in the railway freight transport. In:Pernerś Contacts. Number 4, Volume VIII, December 2013. ISSN 1801-674X.
• 3. NENADÁL, J., at al. 2008. Moderní management jakosti. Praha: Management Press, 2008. 377 s. ISBN 978-80-7261-186-7.
• 4. ŠATANOVÁ, A., GEJDOŠ, P. (2011). Zavádzanie spoločného systému hodnotenia kvality (modelu CAF) na vysokých školách. Zvolen: Technická univerzita vo Zvolene, 2011. 100 s. ISBN 978-80-228-2198-8.