| Autor: Józef Frąś, Marian Gołębiowski, Anna Bielawa | 217 |
Strony: 217-224
pełen tekst
METHOD SERVQUAL AS A EFFECTIVE TOOL OF THE ASSESS THE SERVICE QUALITY
Summary
This paper has started with the concept of the model of service quality gaps and has demonstrated its role in the analysis of the difference between customer expectations and perceptions. It also has shown the phases of the realization the servqual method with support of an example.
pełen tekstMETHOD SERVQUAL AS A EFFECTIVE TOOL OF THE ASSESS THE SERVICE QUALITY
Summary
This paper has started with the concept of the model of service quality gaps and has demonstrated its role in the analysis of the difference between customer expectations and perceptions. It also has shown the phases of the realization the servqual method with support of an example.