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Service Quality Models As Customers Satisfaction Tools

Author

Listed:
  • STEFAN-ALEXANDRU CATANA

    (FACULTY OF BUSINESS AND ADMINISTRATION, UNIVERSITY OF BUCHAREST, BUCHAREST, ROMANIA)

  • SORIN-GEORGE TOMA

    (FACULTY OF BUSINESS AND ADMINISTRATION, UNIVERSITY OF BUCHAREST, BUCHAREST, ROMANIA)

Abstract

In a competitive world, where companies must satisfy their customers to improve profitability and market share, a service quality measurement is an efficient tool. In the last years, there was a debate on service quality and it has led to the elaboration of numerous research papers and descriptive models. The paper aims to present a review of the most three important service quality conceptual models, over time, which are the basis of other models. The authors employed a quantitative research method based on collecting, analyzing, and synthesizing quantitative information from numerous secondary data sources. The article presents the following service quality model: Grőnroos’s Model, SERVQUAL and SERVPERF, highlighting their main dimensions.

Suggested Citation

  • Stefan-Alexandru Catana & Sorin-George Toma, 2021. "Service Quality Models As Customers Satisfaction Tools," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 5, pages 241-245, October.
    • Handle: RePEc:cbu:jrnlec:y:2021:v:5:p:241-245
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    References listed on IDEAS

    as
    1. Sorin-George Toma & Stefan Catana, 2021. "Customer Experience: A Conceptual Overview," Manager Journal, Faculty of Business and Administration, University of Bucharest, vol. 33(1), pages 28-34, May.
    2. Sorin-George TOMA & Catalin GRADINARU, 2018. "The Marketing Mix In A Luxury Hotel Chain," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 3(2), pages 84-90.
    3. Cãtãlin Grãdinaru & Sorin-George Toma & Paul Marinescu, 2016. "Marketing Mix in Services," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 311-314, July.
    4. Stefan-Alexandru CATANA, 2019. "A New Approach To Retail Marketing – Ways Of Services Marketing," SEA - Practical Application of Science, Romanian Foundation for Business Intelligence, Editorial Department, issue 19, pages 75-77, May.
    5. Stefan Catana & Sorin-George Toma, 2021. "Marketing Mix And Corporate Social Responsability In Automotive Industry – Case Study: Mazda Motor Corporation," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 205-209, February.
    6. Shinji Nauru & Sorin George Toma, 2007. "Railway transport services in the age of globalization," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 9(22), pages 121-128, June.
    7. Catalin GRADINARU & Sorin-George TOMA, 2017. "The Extended Marketing Mix: The Case Of El Celler De Can Roca," Contemporary Economy Journal, Constantin Brancoveanu University, vol. 2(3), pages 219-227.
    Full references (including those not matched with items on IDEAS)

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