1. THE SERVICE QUALITY MEASUREMENT METHODS USAGE Wiesław Urban Wydział Zarządzania Politechnika Białostocka wurban@pb.edu.pl
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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
![Servqual as an example of disconfirmation model ,[object Object],[object Object]](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)