Modele pomiaru jakości usług w zastosowaniach

• Autorzy: Jadwiga Stobiecka

Warianty tytułu

Models for Measuring the Quality of Services in Applications

• Języki publikacji: PL

Abstrakty

W pracy podjęto próbę integracji prezentowanych w literaturze wyników badań na temat pomiaru jakości usług w celu oceny wpływu modelu SERVQUAL na rozwiązania przyjmowane przez innych autorów. Przeprowadzono również analizę sposobów doboru próby stosowanych w tego typu badaniach. (fragment tekstu)

EN

In this article, the author focuses on models for measuring the quality of services, in particular the SERVQUAL model and its derivatives. On the basis of 249 publications available in the Emerald and ProQuest databases (published in English), the author analyses the impact of the SERVQUAL model on the solutions adopted by other researchers. The author focuses on the applied measurement models, the types of scales and their number of levels, the number of dimensions, the method for assessing the credibility of scales, and the external variables used. She also assesses the methods of selecting the samples. Due to the inconsistent results obtained by various authors, it was not possible to analyse the relationships present. Assessing the appropriateness of the analysed models in formal and substantive terms, the author found that to apply such models without a prior assessment as to their reliability and accuracy (at each successive application) is not a safe approach for companies. The author emphasises the need to develop model solutions based on theoretical assumptions other than those of SERVQUAL. (original abstract)

Słowa kluczowe

PL

Metody pomiarowe; Jakość usług; Metoda SERVQUAL

EN

Measuring methods; Quality of services; SERVQUAL method

• Czasopismo: Zeszyty Naukowe / Uniwersytet Ekonomiczny w Krakowie
• Rocznik: 2009
• Numer: nr 800
• Strony: 5--19

Twórcy

autor

Jadwiga Stobiecka

• Uniwersytet Ekonomiczny w Krakowie

Bibliografia

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