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THE SERVICE QUALITY MEASUREMENT METHODS USAGE Wiesław Urban Wydział Zarządzania Politechnika Białostocka wurban@pb.edu.pl
Servqual as an example of disconfirmation model   ,[object Object],[object Object]
Perception measurement methods   ,[object Object],[object Object]
Incident measurement   ,[object Object]
Independent observations   ,[object Object]
Processes measurement   ,[object Object],[object Object]
Research method   ,[object Object],[object Object],[object Object]
4,3% 15,7% 0,7% 2 47 45 183 Servqual 9,6% 24,3% 2,3% 7 73 66 157 Critical Inc i dent Technique 25,3% 48,7% 12,3% 37 146 109 84 Mystery Shopping 41,8% 59,0% 24,7% 74 177 103 53 Organization processes measurement 58,2% 64,7% 37,7% 113 194 81 36 Perceived quality survey according to an own questionnaire 80,5% 73,3% 59,0% 177 220 43 10 Recording and analysis of customers’ complains Percentage currently used vs. known Percentage of known Percentage of currently used Currently used Known Known, but not used Unknown
p=0,001 0,2194 Perceived quality survey according to an own questionnaire p=0,000 0,2468 Critical Incident Technique p=0,007 p=0,001 0,1813 0,2265 Mystery Shopping p=0,007 p=0,013 p=0,005 0,1827 0,1684 0,1857 Organization processes measurement Market share change in the last three years Income change in the last three years Number of employee
Conclusions   ,[object Object],[object Object]

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zaborzeang

  • 1. THE SERVICE QUALITY MEASUREMENT METHODS USAGE Wiesław Urban Wydział Zarządzania Politechnika Białostocka wurban@pb.edu.pl
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8. 4,3% 15,7% 0,7% 2 47 45 183 Servqual 9,6% 24,3% 2,3% 7 73 66 157 Critical Inc i dent Technique 25,3% 48,7% 12,3% 37 146 109 84 Mystery Shopping 41,8% 59,0% 24,7% 74 177 103 53 Organization processes measurement 58,2% 64,7% 37,7% 113 194 81 36 Perceived quality survey according to an own questionnaire 80,5% 73,3% 59,0% 177 220 43 10 Recording and analysis of customers’ complains Percentage currently used vs. known Percentage of known Percentage of currently used Currently used Known Known, but not used Unknown
  • 9. p=0,001 0,2194 Perceived quality survey according to an own questionnaire p=0,000 0,2468 Critical Incident Technique p=0,007 p=0,001 0,1813 0,2265 Mystery Shopping p=0,007 p=0,013 p=0,005 0,1827 0,1684 0,1857 Organization processes measurement Market share change in the last three years Income change in the last three years Number of employee
  • 10.