Thanks to high service quality, service companies retain their position on the market and gain advantage over competitors.
There are few distinctive features of service quality management which differentiate it from goods. The key role of the people in providing many services and difficulty in precise service quality measurement are crucial here.
Nowadays there are some proven service quality measurement methods, but they do not always meet the needs of managers dealing with services.
The research sample has been drawn from companies operating in Podlaskie and neighbouring regions.
A research questionnaire was used, it was filled in by services’ organizations managers.
Trained researchers visited them personally and they have gathered 223 reliable questionnaires.
All service trades were represented in the research sample (ac c ording NACE).
Empirical Research Method
Knowledge and Practice of Service Quality Measurement Methods 4.4% 0.9% 43 2 Servqual method 8.7% 2.7% 63 6 Critical Incident Technique 26.2% 16.6% 104 37 Mystery Shopping quality research 48.3% 32.3% 77 72 Systematic service quality benchmarking 42.4% 32.3% 98 72 Organization processes measurement (not with customers, inside measures) 58.0% 48.9% 79 109 Perceived quality research according to own assessment questionnaire 80.3% 76.7% 42 171 Customers’ complaints recording and analysis percentage of applying the method regarding knowledge percentage of users known, but not used currently used
Used Methods’ Assessment and Managers Expectations 43.0% 30.9% 96 69 Should better service quality measurement methods be created? 63.2% 11.2% 141 25 Are your service quality measurement methods useful and meet current needs of organization management? percentage in the researched group yes/rather yes no/rather not yes/rather yes no/rather not
Correlations and Relevance Analyses p=0.043 0.1391 Are service quality indexes measured systematically? p=0.025 0.1539 Is customers’ satisfaction measured? p=0.005 0.1907 Are quality processes in the company measured? p=0.000 0.28 Evaluation of the role of formalized quality systems (e.g. ISO 9000) and TQM p=0.000 0.2878 Number of employees probability correlation coefficient Is there a need for new, better service quality measurement methods? Features of the researched group