Warianty tytułu
The Service Quality in Non-profit Organizations - Problems of Management
Języki publikacji
Abstrakty
Autorka omówiła proces kształtownia i metody doskonalenia jakości produktu (procesu usługowego) obecne we współczesnej orientacji marketingowej instytucji niedochodowych.
The non profit organizations are the enterprises which primary objective is something other than returning a profit to owners. They serve public goods. Customers of these services can differ perceptions, attitudes or expectations in different stages of buying processes. These differences may be grouped into four categories: attitudes, needs and motives, purchase behavior and preferences of service quality. Services quality and customer satisfaction are conceps which related. We can show seven quality gaps leading to customers satisfactions: the knowledge gap, the standards gap, the delivery gap, the internal communication gap, the perceptions gap, the interpretation gap, the serve gap. The main method of quality management, which can be adopted in non profit organizations are: process decision programme chart, fishborne diagram, Pareto analysis and storyboard. These methods are necessary to provide the quality audit. It is the systematic examination of an organization's system. It have to answer if the organizational processes are managed in such a way and bring quality and satisfaction to customers. (original abstract)
Rocznik
Tom
Numer
Strony
33--43
Opis fizyczny
Twórcy
autor
Bibliografia
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
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