MANAGING SERVICE QUALITY – SERVQUAL METHOD: STRENGTHS AND WEAKNESSES

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.

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Year of publication:	2007
Authors:	Kozerska, Monika
Published in:	Advanced Logistic systems. - Wydział Zarządzania. - Vol. 1.2007, 1, p. 61-65
Publisher:	Wydział Zarządzania
Subject:	service quality \| gaps model \| Servqual

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Extent:	application/pdf text/html
Type of publication:	Article
Source:	RePEc - Research Papers in Economics

Persistent link: https://www.econbiz.de/10010697204