Service quality management -preliminary results of survey for customers
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Independent Journal of Management & Production |
Texto Completo: | http://www.ijmp.jor.br/index.php/ijmp/article/view/945 |
Resumo: | Quality is an important part of management in every enterprise. It is quality on which depends whether customers will buy products from a given enterprise, and, thus, the competitiveness of this enterprise on market. A special case is the quality of services and its assessment. There are many methods that can be used in such situations, which are widely described in the literature. It should be emphasized that in case of service quality, direct customer feedback about a given service is most often used, that is, the customers actively participate in this process. However, customers should be asked what method is the most friendly and least boring for them. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of customers are presented. The customers were asked to answer whether they were involved in such research, what their attitude to such research was, what research methods they encountered, and what problems occurred during such research. |
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Independent Journal of Management & Production |
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Service quality management -preliminary results of survey for customersquality managementservice qualitycustomer opinionQuality is an important part of management in every enterprise. It is quality on which depends whether customers will buy products from a given enterprise, and, thus, the competitiveness of this enterprise on market. A special case is the quality of services and its assessment. There are many methods that can be used in such situations, which are widely described in the literature. It should be emphasized that in case of service quality, direct customer feedback about a given service is most often used, that is, the customers actively participate in this process. However, customers should be asked what method is the most friendly and least boring for them. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of customers are presented. The customers were asked to answer whether they were involved in such research, what their attitude to such research was, what research methods they encountered, and what problems occurred during such research.Independent2019-12-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdftext/htmlhttp://www.ijmp.jor.br/index.php/ijmp/article/view/94510.14807/ijmp.v10i6.945Independent Journal of Management & Production; Vol. 10 No. 6 (2019): Independent Journal of Management & Production; 2046-20592236-269X2236-269Xreponame:Independent Journal of Management & Productioninstname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)instacron:IJM&Penghttp://www.ijmp.jor.br/index.php/ijmp/article/view/945/1230http://www.ijmp.jor.br/index.php/ijmp/article/view/945/1231Copyright (c) 2019 Manuela Krystyna Ingaldiinfo:eu-repo/semantics/openAccessIngaldi, Manuela Krystyna2020-02-01T02:43:03Zoai:www.ijmp.jor.br:article/945Revistahttp://www.ijmp.jor.br/PUBhttp://www.ijmp.jor.br/index.php/ijmp/oaiijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br||2236-269X2236-269Xopendoar:2020-02-01T02:43:03Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)false |
dc.title.none.fl_str_mv |
Service quality management -preliminary results of survey for customers |
title |
Service quality management -preliminary results of survey for customers |
spellingShingle |
Service quality management -preliminary results of survey for customers Ingaldi, Manuela Krystyna quality management service quality customer opinion |
title_short |
Service quality management -preliminary results of survey for customers |
title_full |
Service quality management -preliminary results of survey for customers |
title_fullStr |
Service quality management -preliminary results of survey for customers |
title_full_unstemmed |
Service quality management -preliminary results of survey for customers |
title_sort |
Service quality management -preliminary results of survey for customers |
author |
Ingaldi, Manuela Krystyna |
author_facet |
Ingaldi, Manuela Krystyna |
author_role |
author |
dc.contributor.author.fl_str_mv |
Ingaldi, Manuela Krystyna |
dc.subject.por.fl_str_mv |
quality management service quality customer opinion |
topic |
quality management service quality customer opinion |
description |
Quality is an important part of management in every enterprise. It is quality on which depends whether customers will buy products from a given enterprise, and, thus, the competitiveness of this enterprise on market. A special case is the quality of services and its assessment. There are many methods that can be used in such situations, which are widely described in the literature. It should be emphasized that in case of service quality, direct customer feedback about a given service is most often used, that is, the customers actively participate in this process. However, customers should be asked what method is the most friendly and least boring for them. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of customers are presented. The customers were asked to answer whether they were involved in such research, what their attitude to such research was, what research methods they encountered, and what problems occurred during such research. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-12-01 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/945 10.14807/ijmp.v10i6.945 |
url |
http://www.ijmp.jor.br/index.php/ijmp/article/view/945 |
identifier_str_mv |
10.14807/ijmp.v10i6.945 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
http://www.ijmp.jor.br/index.php/ijmp/article/view/945/1230 http://www.ijmp.jor.br/index.php/ijmp/article/view/945/1231 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2019 Manuela Krystyna Ingaldi info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2019 Manuela Krystyna Ingaldi |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf text/html |
dc.publisher.none.fl_str_mv |
Independent |
publisher.none.fl_str_mv |
Independent |
dc.source.none.fl_str_mv |
Independent Journal of Management & Production; Vol. 10 No. 6 (2019): Independent Journal of Management & Production; 2046-2059 2236-269X 2236-269X reponame:Independent Journal of Management & Production instname:Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) instacron:IJM&P |
instname_str |
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
instacron_str |
IJM&P |
institution |
IJM&P |
reponame_str |
Independent Journal of Management & Production |
collection |
Independent Journal of Management & Production |
repository.name.fl_str_mv |
Independent Journal of Management & Production - Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP) |
repository.mail.fl_str_mv |
ijmp@ijmp.jor.br||paulo@paulorodrigues.pro.br|| |
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1797220492237602816 |