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Quality Services Evaluation Model Based on Dedicated Software Tool

Author

Listed:
  • Andreea Ionică

    (University of Petroşani, Romania)

  • Monica Leba

    (University of Petroşani, Romania)

  • Eduard Edelhauser

    (University of Petroşani, Romania)

  • Lucian Lupu Dima

    (University of Petroşani, Romania)

Abstract

In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ model consists in computing a global index that reflects the customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model, there was developed a software tool that was applied for the evaluation of a health care services provider.

Suggested Citation

  • Andreea Ionică & Monica Leba & Eduard Edelhauser & Lucian Lupu Dima, 2012. "Quality Services Evaluation Model Based on Dedicated Software Tool," Annals of the University of Petrosani, Economics, University of Petrosani, Romania, vol. 12(3), pages 107-114.
    • Handle: RePEc:pet:annals:v:12:y:2012:i:3:p:107-114
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    File URL: http://www.upet.ro/annals/economics/pdf/2012/part3/Ionica_Leba_Edelhauser_Lupu-Dima.pdf
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    References listed on IDEAS

    as
    1. Chan, Lai-Kow & Wu, Ming-Lu, 2002. "Quality function deployment: A literature review," European Journal of Operational Research, Elsevier, vol. 143(3), pages 463-497, December.
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    Cited by:

    1. Gratiela Dana BOCA & Corina RADULESCU & Rita TOADER & Cezar TOADER, 2015. "A Cross Cultural Model for Flexible Motivation in Management," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 11-18.

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    More about this item

    Keywords

    Quality; QFD; SERVQUAL; Model; Software Tool; Quality Management Tool;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality

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