<abstract xmlns="http://www.w3.org/1999/xhtml"><p>At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.</p></abstract>

At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of service and products. Under such conditions, organizations need to improve. One of the areas of improvement for an organization is to research the level of customer satisfaction. The article presents results of customer satisfaction surveys conducted by the Servqual method in a pharmaceutical service company. Use of this method allowed to improve the services provided by that pharmaceutical wholesaler, identify areas that need to be improved as soon as possible in order to improve the level of service provided.

Improving the Service with the Servqual Method

Management Systems in Production Engineering

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

{"article-title":"Improving the Service with the Servqual Method"}

At the time when economy is growing, there is strong competition in the market, and customers have increasingly higher expectations as regards quality of...

Improving the Service with the Servqual Method

Published Online: Jan 19, 2018

Page range: 60 - 65

Received: Jul 01, 2017

Accepted: Oct 01, 2017

DOI: https://doi.org/10.2478/mspe-2018-0010

Keywords
improvement, service, quality, Servqual method, pharmaceutical wholesaler

© 2018 Katarzyna Midor et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Improving the Service with the Servqual Method

Published Online: Jan 19, 2018

Page range: 60 - 65

Received: Jul 01, 2017

Accepted: Oct 01, 2017

DOI: https://doi.org/10.2478/mspe-2018-0010

Keywordsimprovement, service, quality, Servqual method, pharmaceutical wholesaler

© 2018 Katarzyna Midor et al., published by De Gruyter Open

This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License.

Keywords
improvement, service, quality, Servqual method, pharmaceutical wholesaler