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On creating customer service quality process: an automated application

Bondarowska K., Wojtkowski W.

Foundations of Control and Management Sciences

2006

No. 5

5-17

This article describes conceptual approach to the construction of the consumer service quality process and its automated Q-S application. The method is based on the Scrvqual model in which it is assumed that the assessment of the quality is subjective, and depends on the perception of the customer. The Q-S application presented in brief in this work uses the notion of gaps, as derived from the Servqual model.