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Overview of the main methods of service quality analysis

Ingaldi M.

Production Engineering Archives

2018

Vol. 18

54--59

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.

The use of servperf method in evaluation of translation services

Ingaldi M.

Zeszyty Naukowe. Quality. Production. Improvement

2016

No. 2 (5)

135--146

The Servperf method (Service Performance) is an interesting method of the service quality analysis. It was created as a contrast proposal to the Servqual method. The purpose of this chapter is to assess quality of services offered by one translation office which is located in Czestochowa. For this purpose, the method Servperf, which in contrast to other methods for assessing the quality of services, takes into account only the perception of the service, and thus avoids the subjectivity of the assessment from the side of customers. The research took the form of survey, which was filled in on the Internet by customers of the translation office, after delivery of its services. Translation services are very popular popularity recently, while competition in the market is large. Therefore, customers are looking for information on the quality of such services.

Evaluation of service quality in the brewery with use of the Servperf

Ingaldi M.

Zeszyty Naukowe. Quality. Production. Improvement

2015

No. 2 (3)

100--111

Service quality, because of their specificity, it is difficult to assess, especially since there is no its materiality her, it can't be seen. In such quality analysis special types of methods are used, among which the Servqual method and its variation the Servperf method should be mentioned. In the article the Servperf method was used to evaluate the quality of services in the chosen brewery. In this method the customer does not evaluate his expectations for the service, but only the final service. The aim of the chapter was to evaluate the quality of services offered by chose brewery in Czestochowa and to show superiority method Servperf over by Servqual method.