Quality Services Evaluation Model Based on Dedicated Software Tool

Andreea Ionica, Monica Leba (), Eduard Edelhauser and Lucian Lupu Dima ()
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Monica Leba: University of Petroşani, Romania

Annals of the University of Petrosani, Economics, 2012, vol. 12, issue 3, 107-114

Abstract: In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ model consists in computing a global index that reflects the customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model, there was developed a software tool that was applied for the evaluation of a health care services provider.

Keywords: Quality; QFD; SERVQUAL; Model; Software Tool; Quality Management Tool (search for similar items in EconPapers)
JEL-codes: L15 (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:pet:annals:v:12:y:2012:i:3:p:107-114

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