Use of the cit method for quality assessment of catering services

• Autorzy: Ingaldi Manuela , Kotus Martin

Identyfikatory

DOI

10.2478/cqpi-2019-0060

• Języki publikacji: EN

Abstrakty

EN

When using various types of services, the customer may experience positive or negative situations, incidents. These incidents may affect the customer's satisfaction or dissatisfaction. Therefore, these incidents can be a source of very valuable information for the enterprise about the quality of the services it offers. The problem, however, is their analysis, because such incidents can affect different aspects of the service, but also, as mentioned earlier, can have a positive or negative impact on customer satisfaction. The Critical Incident Technique (CIT), often mentioned in the literature, can be used for such an analysis. With this method, it is possible to isolate situations that are typical of the negative and positive feelings of the customers, as well as to determine the frequency of their occurrence. The purpose of the papers was to analyze the quality of services offered by the chosen catering enterprise with use of CIT. The research took form of a direct interview with customers after delivery of the chosen service. Data obtained on this basis was analyzed: all incidents were first divided into groups and categories as well as positive and negative incidents, and then statistics for individual categories were presented. This research allowed to indicate the strengths and weaknesses of the research service, but at the same time to indicate the areas of potential improvement.

Słowa kluczowe

EN

service quality; CIT; customer; direct interview

PL

jakość usług; CIT; klient; bezpośredni wywiad

• Wydawca: De Gruyter
• Czasopismo: Quality Production Improvement - QPI
• Rocznik: 2019
• Tom: Vol. 1, Iss. 1
• Strony: 440--447
• Opis fizyczny: Bibliogr. 32 poz., tab.

Twórcy

autor

Ingaldi Manuela

• Czestochowa University of Technology, Poland

autor

Kotus Martin

• Slovak University of Agriculture, Slovak Republic

Bibliografia

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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa Nr 461252 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2020).