1. Service quality evaluation methods, the state and outlook Wieslaw Urban [email_address]

5. Study aims and empirical research method To examine the usage of service quality evaluation methods (SQEM) in service industry in one post-transition economy What is the role of these methods in enterprises ’ key performances creation ? To explain the different usage and significance of SQEM, taking into consideration a particular economy background The research population enclosed 230 service enterprises operating in three regions of Poland Direct questionnaire interviews with managers To compare different approaches to service quality evaluation

6. SQEM usage and acquaintance Currently used Acquainted, but not used Unknown Those who use method versus acquaint Perceived quality measurement by own quality attributes 113 81 36 58.2 % Quality-based organi s ational processes measurement 74 103 53 41.8 % Mystery Shopping 37 109 84 25.3 % Critical Incident Technique 7 66 157 9.6 % Servqual 2 45 183 4.3 %

7. Correlation coefficients ISO 9001 system Team working on solving quality problems Number of employees The profitability change in the last three years The market share change in the last three years Perceived quality measurement by own quality attributes 0.519 0.410 0.420 Quality-based organi s ational processes measurement 0.421 0.336 0.230* 0.222 0.213* Mystery Shopping 0.334 0.348 0.317 0.248 Critical Incident Technique 0.532 0.511 0.382 Servqual 0.447 0.567 0.354 p<0.001 *p<0.01

10. Thank you!