Przykłady modyfikacji skali SERVQUAL

• Autorzy: Monika Stoma
• Języki publikacji: PL

Abstrakty

W artykule zaprezentowano alternatywne do metody SERVQUAL koncepcje kompleksowego mierzenia jakości różnych obszarów usług. Istnieje wiele modyfikacji tej metody. W artykule opisano i porównano kilka z nich: LODGSERV, BANKSERV, DINESERV, HOLSERV, E-QUAL, HISTOQUAL, SITEQUAL, WEBQUAL, ECOSERV E-S-Qual i eTransQual. Model SERVQUAL we wszystkich przypadkach jest tylko koncepcją bazową. Każdy zespół naukowy dokonał modyfikacji tego przyrządu pomiarowego, dostosowując je za każdym razem do specyfiki danego rodzaju usług, jak również innych czynników wpływających na percepcję jakości usług przez klientów.

EN

According to the multiplicity of objections against the SERVQUAL method the other alternative concepts of a comprehensive measurement of quality of different service areas began to appear gradually (trying to overcome the shortcomings of SERVQUAL). They are mainly modifications to the base method, and in most cases differ only in the number and the ingredients of dimensions of quality. There are many modifications of SERVQUAL scale related to the various service areas. In this paper, there are presented a few of them, namely: LODGSERV, BANKSERV, DINESERV, HOLSERV, E-QUAL, HISTOQUAL, SITEQUAL, WEBQUAL, ECOSERV ES-Qual, and eTransQual. The analysis and discussion show that the quantity, and also the names of some dimensions of quality, are different from those, proposed in 5-dimensional SERVQUAL model (although in the case of two scales - DINESERV and LODGESERV obtained dimensions proved to be completely coincide with the dimensions of SERVQUAL). SERVQUAL model in all cases is only the input concept. Each of the research team made modifications to this measuring instrument, adapting it each time to the specifics of particular type of service, as well as other situational factors affecting on customer perception of service quality. (original abstract)

Słowa kluczowe

PL

Metoda SERVQUAL; Jakość usług; Ocena jakości; System zarządzania jakością; Pomiary

EN

SERVQUAL method; Quality of services; Quality assessment; Quality management systems; Measurement

• Czasopismo: Problemy Jakości
• Rocznik: 2010
• Numer: nr 5
• Strony: 17--20

Twórcy

autor

Monika Stoma

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