Overview of the main methods of service quality analysis

Ingaldi, M.

doi:10.30657/pea.2018.18.10

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Tytuł artykułu

Overview of the main methods of service quality analysis

Autorzy

Ingaldi M.

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DOI

10.30657/pea.2018.18.10

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Abstrakty

Everyone, every day or almost every day, uses various type of services, without being even aware of it. They could have been both intangible and material services. Customers want to receive services of the highest quality, and service providers are looking for solutions to meet their requirements. They can analyze the quality of their services to indicate the strengths and weaknesses of these services to know what needs to be improved and what can be omitted. In the literature on the quality engineering, many methods that can be used in such a situation are described. In most cases, these methods are based on the differences between customers’ expectations for the service and the perception of the service which they received. In case of most of these method, there is a need of information from customers about research service, which means that they are involved in this process. In the paper five methods of quality service analysis, which are the most often used by service enterprises, were briefly characterizes to help readers to choose the most accurate one for them.

Słowa kluczowe

Servqual Servperf IPA CIT Mystery Shopper

metoda Servqual metoda Servperf analiza IPA metoda CIT Critical Incident Technique analiza tajemniczy klient jakość usług

Wydawca

Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji

Czasopismo

Production Engineering Archives

Rocznik

2018

Tom

Vol. 18

Strony

54--59

Opis fizyczny

Bibliogr. 58 poz., rys.

Twórcy

autor

Ingaldi M.

manuela@gazeta.pl

Czestochowa University of Technology, Faculty of Management, Armii Krajowej 19B, Poland

Bibliografia

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Uwagi

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

Typ dokumentu

Bibliografia

Identyfikator YADDA

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