Overview of the main methods of service quality analysis

Open access

Abstract

Everyone, every day or almost every day, uses various type of services, without being even aware of it. They could have been both intangible and material services. Customers want to receive services of the highest quality, and service providers are looking for solutions to meet their requirements. They can analyze the quality of their services to indicate the strengths and weaknesses of these services to know what needs to be improved and what can be omitted. In the literature on the quality engineering, many methods that can be used in such a situation are described. In most cases, these methods are based on the differences between customers’ expectations for the service and the perception of the service which they received. In case of most of these method, there is a need of information from customers about research service, which means that they are involved in this process. In the paper five methods of quality service analysis, which are the most often used by service enterprises, were briefly characterizes to help readers to choose the most accurate one for them.

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

  • Abalo J. Varela J. Manzano V. 2007. Importance values for Importance– Performance Analysis: A formula for spreading out values derived from preference rankings Journal of Business Research 60 115–121.

  • Anand S.V. Selvaraj M. 2013. Evaluation of Service Quality and its Impact on Customer Satisfaction in Indian Banking Sector - A Comparative study using Servperf Life Science Journal-Acta Zhengzhou University Overseas Edition 10(1) 3267-3274.

  • Babakus E. Boller G.W. 1992. An Empirical Assessment of the Servqual Scale Journal of Business Research 24(3) 253-68.

  • Bitner M.J. Booms B.H. Tetreault M.S. 1990. The Service Ecounter: Dignosing Favourable and Unfavourable Incidents Journal of Marketing 54(1) 71-84.

  • Borkowski S. 2012. Servqual. Improving the interpretation of results (in Polish) Wydawnictwo PTM Warszawa.

  • Borkowski S. Wszendybył-Skulska E. 2007. Quality and efficiency of hotel services (in Polish) PWN Warszawa.

  • Boulding W. Kalra A. Staelin R. Zeithaml V.A. 1993. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions Journal of Marketing Research 30(1) 7-27.

  • Chmielewski D. 2008. Servqual – Method of health service quality evaluation (in Polish) Zarządzanie Jakością 3.

  • Ciavolino E. Calcagni A. 2015. Generalized cross entropy method for analysing the Servqual model Journal Of Applied Statistics 42(3) 520-534.

  • Cieleban A. Knop K.2009. Servqual as a method of improving the modern organization (in Polish) Przedsiębiorstwo XXI wieku - nowoczesne trendy w biznesie. XVII Międzynarodowe Sympozjum Naukowe. Lublin Poland 29-36.

  • Cronin J.J. Taylor S.A. 1994. Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality Journal of Marketing 58(1) 125-131.

  • Czajkowska A. Ulewicz R. 2006. Estimation the Quality Level of Services Provided by a Housing Association by Using Cit Method. Kvalita a spol’ahlivost’ technickych systemom 11 Medzinarodna vedecka konferencia. Nitra. 11-13.

  • Czubała A. Jonas A. Smoleń T. Wiktor J.W. 2006. Service marketing (in Polish) Oficyna Ekonomiczna Wolters Kluwer Polska Kraków.

  • Daszkowska M. 1998. Services. Production market marketing (in Polish) Warszawa Wydawnictwo Naukowe PWN Warszawa.

  • Dziedzic E. (ed.) (2015). Consumer survey of tourism services in the regions (in Polish) Polska Organizacja Turystyczna Warszawa.

  • EIPA 2006. Common Assessment Framework Maastricht.

  • Flanagan J.C. 1954. The Critical Incident Technique Psychological Bulletin 51(4).

  • Garczarczyk J. 2000. The quality of banking and insurance services. Diagnosis determinants segmentation (in Polish) Akademia Ekonomiczna. Poznań.

  • Gilmore A. 2003. Services Marketing and Management Sage London.

  • Goranczewski B. Puciato D. 2011. Application of Servqual questionnaire in the measurement of quality of hotel services Pol. J. Sport Tourism 18 166-171.

  • Guglielmetti Mugion R. 2010. Management of the quality of services with a view to multi-channel: an integrated approach to measure customer satisfaction (in Italian) PhD thesis. “Sapienza” Università Di Roma Facolta‟ Di Economia Dipartimento Management E Tecnologie. http://www.apa.org/psycinfo/special/cit-article.pdf access (19.03.2014).

  • Ingaldi M. 2015. Evaluation of service quality in the brewery with use of the Servperf [In:] Borkowski S. Rosak-Szyrocka J. (ed.) Quality Improvement Practice in Different Branches. Oficyna Wydawnicza Stowarzyszenia Menedżerów Jakości i Produkcji Częstochowa 111-122.

  • Ingaldi M. Jursova S. 2013. The use of Servqual method for customer satisfaction research in the individual customer service center of the gas distribution (in Polish) Rynek Energii No 4 43-47.

  • Jubenville T. Cairns S. 2016. An Introduction to the Enhanced Critical Incident Technique International Journal Of Qualitative Methods 15(1).

  • Kadłubek M. 2011. Servqual as a method of evaluating service quality in logistics (in Polish) Logistyka 5 681-684.

  • Karaszewski R. 2001. Servqual - a method of evaluating quality of the provided service (in Polish) Problemy Jakości 5 8-10.

  • Kardas E. 2016. The assessment of quality of products using selected quality instruments Production Engineering Archives 10(1) 5-8.

  • Kirkpatrick D. 2001. Four levels of training effectiveness evaluation (in Polish) Wydawnictwo Emka. Warszawa.

  • Klimecka-Tatar D. 2013. Effect of Materials Quality and Manufacturing Techniques on Prosthetic Services Quality [In:] Borkowski S. Jereb B. (ed.) Services Chain Improvement. University of Maribor Faculty of Logistics Celje 79-88.

  • Klimecka-Tatar D. 2017. Process Management and Leveling of Service Quality in a Global Dental Product Management System [In:] Kliestik T. (ed.) Globalization and its Socio-Economic Consequences 2017. University of Zilina Zilina 961-967.

  • Kowalik K. Mazur M. 2016. Quality testingof customer service in cinema by Mystery Shopping” method (in Polish) Archiwum Wiedzy Inżynierskiej 1(11) 53-55.

  • Krok E. 2011. Quality of health services (in Polish) Polskie Stowarzyszenie Zarządzania Wiedzą. Seria: Studia i Materiały 38 98-107.

  • Kucińska A. 2007. Evaluation of the effectiveness of the QMS as a tool for its improvement (in Polish) Problemy Jakości 5 17-21.

  • Kucińska A. Kołosowski M. 2009. Application of the Serperv method to assess customer satisfaction (in Polish) [In:] Konferencja Innowacje w Zarządzaniu i Inżynierii Produkcji Zakopane.

  • Kujawiński J. 2000. Quality in service management - measurement methods (in Polish) Prace Naukowe AE we Wrocławiu 873 Wrocław.

  • Łańcucki J. 2001. Basics of total quality management TQM (in Polish) Wydawnictwo Akademii Ekonomicznej w Poznaniu Poznań.

  • Mahmoud A.B. Khalifa B. 2015. A confirmatory factor analysis for Servperf instrument based on a sample of students from Syrian universities Education And Training 57(3) 343-359.

  • Maison D. Noga-Bogomilski A. 2007. Marketing research. From theory to practice (in Polish) Gdańskie Wydawnictwo Psychologiczne Gdańsk.

  • Martilla J.A. James J.C. 1977. Importance – Performance Analysis Journal of Marketing. 41 77-79.

  • Martin W.B. 2006. Quality management of service in restaurants and hotels (in Polish) Oficyna Ekonomiczna Kraków.

  • Mazur M. Borkowski S. 2009. Statistical Study of Servqual [In:] Kvalita a Spol’ahlivost Technickych Systemov. 14 Medzinarodna Vedecka Konferencia Nitra 96-99.

  • Mazurekopacińska K. 2008. Marketing research. Methods new technologies application areas (in Polish) Wyd. PWE. Warszawa

  • Mbise E.R. Tuninga R.S.J. 2016. Measuring business schools’ service quality in an emerging market using an extended Servqual instrument South African Journal Of Business Management 47(1) 61-74.

  • Meder M. 2005. Application of the Mystery Shopping method in retail banking (in Polish) Marketing i rynek 5 14-20

  • Nowotarska-Romaniak B. 2008. Marketing usług zdrowotnych. Koncepcja i stosowanie Wolter Kluwer Polska Kraków.

  • Otto J. 2004. Relationship marketing. Concept and application (in Polish) Wyd. C. H. Beck Warszawa.

  • Pahrahsurahmun A. Zeithamel V. Berry L. 1985. A conceptual model of service quality and its implementation for future research Journal of Marketing 49(4) 41-50.

  • Radkowski K. 2005. Methods and techniques of quality research in the sphere of services (in Polish) [In:] Makarski S. (ed.) Market mechanisms of shaping quality Wyd. URz. Rzeszów.

  • Reichheld F.F. 1996. The Loyal Effect Harvard Business School Press Boston.

  • Rudawska E. Kiecko R. 2000. Servqual – metoda badania jakości usług i jej praktyczne zastosowanie (in Polish) Marketing i Rynek 5 23-28.

  • Snarski P. 2012. Methods for measuring the satisfaction of banking customers used to analyze the competitiveness of banks (in Polish) Economy and Management 2 92-108.

  • Stoma M. 2012. Models and methods for measuring the service quality (in Polish) Q&R Polska Sp. Z o.o. Lublin.

  • 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.

  • Urbaniak A.M. 2013. Application of the Servqual method to assess the quality of recreational services (in Polish) Zeszyty Naukowe Uczelni Vistula Poznań.

  • Wolniak R. Skotnica-Zasadzień B. 2009. The use of the Servqual method to study the quality of services in government administration (in Polish) Wydawnictwo Politechniki Śląskiej Katowice.

  • Wolnowska A. Komorowska M. Wardal Z. 2009. Creating the image of a librarian through the quality of the service performed by the library (in Polish) http://bg.uwb.edu.pl/archiwum/konferencja2009/materialy/Komorowska.Agnieszka.pdf access (15.04.17).

  • Wong M.S. Hideki N. George P. 2011. The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services Journal of Theoretical and Applied Electronic Commerce Research 6(2) 17-30.

Search
Journal information
Metrics
All Time Past Year Past 30 Days
Abstract Views 0 0 0
Full Text Views 187 187 14
PDF Downloads 126 126 11