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...

Consumers and institutional buyers are becoming more demanding and expect a higher level of service. Firstly, a satisfied customer can become a source of acquiring new customers at no additional cost. Secondly, the service loyalty is generally cheaper. Should be remembered that low standards of...