MANAGING SERVICE QUALITY – SERVQUAL METHOD: STRENGTHS AND WEAKNESSES

Monika Kozerska ()
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Monika Kozerska: Czestochowa University of Technology

Advanced Logistic systems, 2007, vol. 1, issue 1, 61-65

Abstract: In this paper I give a short overview about measuring service quality. For services, the assessment of quality is made during the service delivery process, I which usually takes place with an encounter between a customer and a service contact person. Customer satisfaction with service quality can be defined by comparing perceptions of service received with expectations of service desired.

Keywords: service quality; gaps model; Servqual (search for similar items in EconPapers)
Date: 2007
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