Warianty tytułu
Selected Methodological Aspects of the Assessment of the Quality of Services (on the Example of Telecommunications)
Języki publikacji
Abstrakty
Coraz częściej w literaturze przedmiotu jakość usług definiowana jest z uwzględnieniem klienta, stając się kategorią coraz bardziej subiektywną, która w trakcie pomiaru wywołuje wiele kontrowersji. Jednym z aspektów metodycznych, które wymagają wyjaśnienia w trakcie badania jakości usług, jest pytanie, na ile dokonany pomiar jest trafny i na ile zgodny z innymi bliskimi mu kategoriami. Zatem obok oceny jakości przedmiotem niniejszej analizy stały się również satysfakcja, lojalność i stopień zaspokojenia potrzeb abonentów. (fragment tekstu)
Measurement of the quality of services requires recognition of a client who is an external verifier of quality. Due to a subjective character of individual assessments it is necessary to get familiar with psychological conditions of the perception of a service. In many theories of the quality of services, apart from a notion of quality, there appear such categories as needs, expectations, satisfaction and even customer loyalty. As regards a telecommunication service, the clients while giving a general evaluation of the quality, loyalty, satisfaction and fulfillment of their needs awarded them similar marks from the average 4.78 (for fulfillment of needs) to the average of 4.63 (loyalty). The assessment of the quality of services was also based on a set of some distinguished attributes, characteristic of a given service. The measurement made on this basis proved to be most convergent with a general evaluation of quality and satisfaction. The measurement was most accurate when the weights of attributes were not differentiated or when they were differentiated at the level of their groups. (original abstract)
Czasopismo
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Strony
118--128
Opis fizyczny
Twórcy
autor
Bibliografia
- Garbarski L., Zachowania nabywców, PWE, Warszawa 1998.
- Gronroos Ch., Marketing Services the Case of the Missing Produckt, "Jounal of Business & Industrial Marketing" 1998, vol. 13 4/5.
- Grzegorczyk W., Lojalność klientów wobec banków, "Bank" 1999 nr 9.
- Parasurman A., Zeithaml V.A., Berry L.L., A Conseptual Model of Services Quality and Its Implications for Future Research, "Journal of Marketing" 1985, zeszyt 49.
- Rogoziński K., Nowy marketing usług, Wydawnictwo Akademii Ekonomicznej w Poznaniu, Poznań 2000.
- Stornbacka K., Strandvik T., Gronroos Ch., Managing Customer Relationship for Profit, "International Journal of Service Industry Management" 1994, nr 5.
Typ dokumentu
Bibliografia
Identyfikatory
Identyfikator YADDA
bwmeta1.element.ekon-element-000171246945