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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," Polish Journal of Management Studies, Czestochowa Technical University, Department of Management, vol. 1(1), pages 61-65, December.
    • Handle: RePEc:pcz:journl:v:1:y:2007:i:1:p:61-65
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