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Managing Service Quality – Servqual Method: Strengths And Weaknesses

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  • Monika Kozerska

    (Czestochowa University of Technology)

Abstract

In this paper I give a short overview about measuring service quality. For services, the assessment of quality is made during the service delivery process, I which usually takes place with an encounter between a customer and a service contact person. Customer satisfaction with service quality can be defined by comparing perceptions of service received with expectations of service desired.

Suggested Citation

  • Monika Kozerska, 2007. "Managing Service Quality – Servqual Method: Strengths And Weaknesses," Advanced Logistic systems, University of Miskolc, Department of Material Handling and Logistics, vol. 1(1), pages 61-65, December.
    • Handle: RePEc:pcz:alspcz:v:1:y:2007:i:1:p:61-65
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    Cited by:

    1. Nur Zaimah Ubaidillah & Nur Haziqah Sa’ad & Farhana Ismail & Nordiana Ahmad Nordin & Nur Nadhira Baharuddin & Mohd Khairul Hisyam Hassan, 2022. "The Impact of Public Bus Service Quality on the Users’ Satisfaction: Evidence from a Developing Asian City," Review of Applied Socio-Economic Research, Pro Global Science Association, vol. 23(1), pages 83-96, June.

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