The process approach to service quality management

Open access

Abstract

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.

Search
Journal information
Metrics
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 170 164 21
PDF Downloads 115 111 12