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1 Zeszyty Naukowe. Quality. Production. Improvement

1 2015

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The use of importance/performance analysis in evalution of tranposport sevice

Ingaldi M., Kotus M.

Zeszyty Naukowe. Quality. Production. Improvement

2015

No. 2 (3)

124--136

Services quality, because of their specificity, it is difficult to evaluate, especially since there is no their materiality, it can't be seen. Usually the gap between the expectations of customer and his perceptions in relation to a particular service is observed. In the chapter evaluation of transport service quality in chosen transport company in south of Poland was made. For this purpose the Importance/Performance analysis was used. First of all a survey was created. The same survey and its results were already used to evaluate quality management according to Servqual method in another paper (INGALDI M., WYWIAL S. 2015). In this case pairs of evaluations (Performance; Importance) were placed on Importance/Performance map. In this way the evaluation of the transport service was possible.