||Servqual stanowi kolejny przykład metody zbudowanej w oparciu o wytyczne TQM, służącej budowaniu jakości totalnej, koncentrującej się, w tym przypadku, na zagadnieniu usprawnienia jakości usług.
||The Servqual method is a next example build on the TOM principles. In this case is it oriented to the Total Quality focused on the improvement of quality in services. A conceptual Model of Service Quality and its implications for future research is demonstrated and described. The discussion around all factors presented in this model is clarified and enhanced. The last approach, using the "tolerance zone", elaborated as effect of ultimate ideas and concepts, indicates the necessity of improvement in information systems. The further investigations should include expectations research. information quality, customer unsatisfaction analysis, relationships between services and economic results, and committment of every employee. This conclusion presents more possibilities for enterprises dedicated to services in all fields considered. It is the context of the publication.