Periodicity.: January - March 2016
e-ISSN......: 2236-269X
Cover Image

Use of the servperf method to evaluate service quality in the transport company

Manuela Krystyna Ingaldi

Abstract


Transport services are one of the most common services in Poland and abroad. Especially passenger transport is very popular. For those without a car or travelling in large groups, such transport is a big convenience. On the market there are many companies that offer this kind of services. Decisions about the particular service provider shall be based on own experiences of customer, opinions of others people and quality analysis results which are often available on many different websites. In such quality analysis special types of methods are used, among which the Servqual method and its variation the Servperf method should be mentioned. In the article the Servperf method was used to evaluate the quality of transport services in the chosen company. In this method the customer does not evaluate his expectations for the service, but only the final service. According to the customers of the research company, its services in about 65% met their expectations. Their also indicated which determinants had the highest positive and negative impact on the quality of these services.

Keywords


Servperf; transport services; quality

Full Text:

PDF HTML

References


DASZKOWSKA, M. (1998) Usługi. Produkcja, rynek, marketing, 1ed. Warszawa: Wydawnictwo Naukowe PWN

STOMA, M. (2012) Modele i metody pomiaru jakości usług, 1ed. Lublin: Q&R Polska Sp. z o.o.

KONSTANCIAK, M. (2012) Wykorzystanie metody Servqual do analizy jakości usług kurierskich logistyka. Logistyka, n. 6, p. 139-143

INGALDI, M.; JURSOVA, S. (2013) Wykorzystanie metody Servqual do badania satysfakcji klientów punktu obsługi indywidualnego klienta dystrybucji gazu. Rynek Energii, n. 4, p. 43-47

KADŁUBEK, M. (2011) Servqual jako metoda badania jakości obsługi w logistyce. Logistyka, n. 5, p. 681-684

KUCIŃSKA, A. (2007) Ocena skuteczności SZJ jako narzędzie jego doskonalenia. Problemy Jakości, n. 5, p. 17-21

KUCIŃSKA, A.; KOŁOSOWSKI, M. (2009) Zastosowanie metody SERPERV do oceny zadowolenia klienta. In Konferencja Innowacje w Zarządzaniu i Inżynierii Produkcji, Zakopane

GILMORE, A. (2003) Services Marketing and Management, 1ed. London: Sage

GARCZARCZYK, J. (2000) Jakość usług bankowych i ubezpieczeniowych. Diagnoza, determinanty, segmentacja, 1ed. Poznań: Akademia Ekonomiczna.

LESTYÁNSZKA ŠKŮRKOVÁ, K.; INGALDI, M. (2014) Recycling process of the aluminium cans as an example of the renewable material sources. Advanced. Materials Research, v. 1001, p. 103-108

DZIUBA, S. T.; SZOŁTYSEK, K.; KOZYRA, C. (2011) Application of FAM - Fail Assessment Method - to optimization of unit costs of producing flours for . special purposes. In Improvement of Production Process, Ed. BORKOWSKI, S.; KRYNKE, M.; TRNAVA: TRIPSOFT, p. 28-39




DOI: http://dx.doi.org/10.14807/ijmp.v7i1.396

Article Metrics

Metrics Loading ...

Metrics powered by PLOS ALM

Refbacks

  • There are currently no refbacks.


Copyright (c) 2016 Manuela Krystyna Ingaldi

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

LIBRARIES BY

Logo Gaudeamus

Logo INDIANA

Logo CHENG KUNG

Logo UTEP

Logo MOBIUS

Logo UNIVEM

Logo Kennedy

Logo Columbia

Logo UCS

Logo MSG/UFF

Logo OPT

Logo Biblioteca Professor Milton Cabral Moreira

Logo UFL

Logo ULRICHSWEB

Logo UNISA