The process approach to service quality management

Kamila Kowalik 1  and Dorota Klimecka-Tatar 1
  • 1 Department of Production Engineering and Safety, Faculty of Management, Czestochowa University of Technology, 42-200, Czestochowa, Poland


In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.

If the inline PDF is not rendering correctly, you can download the PDF file here.

  • Gulc, A. 2017. Models and methods of Measuring the Quality of Logistic Service, Procedia Engineering, 182, 255-264, DOI: 10.1016/j.proeng.2017.03.187.

  • Johnson, R.L., Tsiros, M., Lancioni, R.A. 1995. Measuring service quality: a system approach, Journal of Services Marketing, 9(5), 6-19.

  • Klementova, J., Zavadsky, J., Zavadska, Z. 2015. The Measurement and Evaluation of the Service Quality through Customers ‘Satisfaction, Procedia Economics and Finance, 26, 126-130.

  • Kowalik, K., Klimecka-Tatar, D. 2017. Process management of service safety, W: Legal and Intangible Aspects of Safety, M. Niciejewska, J. Lewandowski (red.), Oficyna Wydawnicza SMJiP, Częstochowa.

  • Lovelock, C., Writz, J. 2007. Service Marketing-People, Technology, Strategy, Pearson Prentice Hall.

  • Meidutė-Kavaliauskienė, I., Aranskis, A., Litvinenko, M. 2014. Customer Satisfatcion with the quality of logistics services, Procedia – Social and Behavior Sciences, 110, 330-341, DOI: 10.1016/j.sbspro.2013.12.877

  • Mendling, J., Baesens, B., Bernstein, A., Fellmann, M. 2017. Challenges of smart business process management: An introduction to the special issue, Decision Support Systems, 100, 1-5, DOI: 10.1016/j.dss.2017.06.0090167-9236.

  • Nowacki, R., Szopiński, T.S., Bachnik, K. 2017. Determinants of assessing the quality of advertising services- The perspective of enterprises active and inactive in advertising, Journal of Business Research, DOI: 10.1016/j.jbusres.2017.12.017.

  • Santarek, K., Obsłuska, I. 2012. Process approach to the evaluation of information system effectiveness, Information Systems in Management, 1(2), 148-159.

  • Sharabi, M. 2013. Managing and improving service quality. International Journal of Quality and Service Sciences, 5(3), 309-320.

  • Ulewicz, R. 2014. Application of Servqual Method for Evaluation of Quality of Educational Services at the University of Higher Education, Polish Journal of Management Studies, 9, 254-264.


Journal + Issues