Service quality management -preliminary results of survey for customers
Main Article Content
Abstract
Downloads
Article Details
1. Proposal of Policy for Free Access Periodics
Authors whom publish in this magazine should agree to the following terms:
a. Authors should keep the copyrights and grant to the magazine the right of the first publication, with the work simultaneously permitted under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 that allows the sharing of the work with recognition of the authorship of the work and initial publication in this magazine.
b. Authors should have authorization for assuming additional contracts separately, for non-exclusive distribution of the version of the work published in this magazine (e.g.: to publish in an institutional repository or as book chapter), with recognition of authorship and initial publication in this magazine.
c. Authors should have permission and should be stimulated to publish and to distribute its work online (e.g.: in institutional repositories or its personal page) to any point before or during the publishing process, since this can generate productive alterations, as well as increasing the impact and the citation of the published work (See The Effect of Free Access).
Proposal of Policy for Periodic that offer Postponed Free Access
Authors whom publish in this magazine should agree to the following terms:
a. Authors should keep the copyrights and grant to the magazine the right of the first publication, with the work simultaneously permitted under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 [SPECIFY TIME HERE] after the publication, allowing the sharing of the work with recognition of the authorship of the work and initial publication in this magazine.
b. Authors should have authorization for assuming additional contracts separately, for non-exclusive distribution of the version of the work published in this magazine (e.g.: to publish in institutional repository or as book chapter), with recognition of authorship and initial publication in this magazine.
c. Authors should have permission and should be stimulated to publish and to distribute its work online (e.g.: in institutional repositories or its personal page) to any point before or during the publishing process, since this can generate productive alterations, as well as increasing the impact and the citation of the published work (See The Effect of Free Access).
d. They allow some kind of open dissemination. Authors can disseminate their articles in open access, but with specific conditions imposed by the editor that are related to:
Version of the article that can be deposited in the repository:
Pre-print: before being reviewed by pairs.
Post-print: once reviewed by pairs, which can be:
The version of the author that has been accepted for publication.
The editor's version, that is, the article published in the magazine.
At which point the article can be made accessible in an open manner: before it is published in the magazine, immediately afterwards or if a period of seizure is required, which can range from six months to several years.
Where to leave open: on the author's personal web page, only departmental websites, the repository of the institution, the file of the research funding agency, among others.
References
ABALO, J.; VARELA, J.; MANZANO, V. (2007) Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, v. 60, p. 115–121.
ANAND, S. V.; SELVARAJ, M. (2013) Evaluation of Service Quality and its Impact on Customer Satisfaction in Indian Banking Sector - A Comparative study using Servperf. Life Science Journal - Acta Zhengzhou University Overseas Edition, v. 10, n. 1, p. 3267-3274.
BITNER, M. J.; BOOMS, B. H.; TETREAULT, M. S. (1990) The Service Ecounter: Dignosing Favourable and Unfavourable Incidents. Journal of Marketing, v. 54, n. 1, p. 71-84.
CHEN, R. J. C.; BARROWS, C. W. (2015) Developing a Mystery Shopping Measure to Operate a Sustainable Restaurant Business: The Power of Integrating with Corporate Executive Members' Feedback. Sustainability, v. 7, n. 9, p. 12279-1229.
CHO, I. J.; KIM, Y. J.; KWAK, C. (2016) Application of SERVQUAL and fuzzy quality function deployment to service improvement in service centres of electronics companies. Total Quality Management & Business Excellence, v. 27, n. 3-4, p. 368-381.
CIAVOLINO, E.; CALCAGNI, A. (2015) Generalized cross entropy method for analysing the SERVQUAL model. Journal Of Applied Statistics, v. 42, n.3, p. 520-534.
FROST, F. A.; KUMAR, M. (2000) INTSERVQUAL: an internal adaptation of the GAP model in a large service organization. Journal of Services Marketing, v. 14, n. 5, p. 358-377.
GUGLIELMETTI, R. (2001) L'attenzione al cliente: approccio teorico. In: CAPPELLI, L.; RENZI, M.F. (ed.), Management della qualità, Padova: CEDAM.
INGALDI, M. (2018a) Overview of the main methods of service quality analysis. Production Engineering Archives, n. 18, p. 54-59.
INGALDI, M. (2018b) Methods of Service Quality Assessment - Preliminary Results of Survey for Enterprises. In: 10th International Scientific Conference Business and Management 2018, Vilnius, LithuaniaBusiness and Management 2018, Vilnius, 418-426.
INGALDI, M.; ULEWICZ, R. (2018) Evaluation of Quality of the e-Commerce Service. International Journal of Ambient Computing and Intelligence, v. 9, n. 2, p. 55–66.
KLIMECKA-TATAR, D.; KOWALIK, K.; BROZOVA, S. (2018) Service Quality Model Based on the 4Q’s Model and the System Approach to Service Quality Management. In: OKRĘGLICKA, M.; KOROMBEL. A.; LEMAŃSKA-MAJDZIK, A. (ed.), Proceedings of the 2nd International Conference Contemporary Issues in Theory and Practice of Management, Czestchowa: Wydawnictwo Wydzialu Zarzadzania Politechniki Czestochowskiej, p. 236-243.
LUPO, T. (2015) Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily. Journal Of Air Transport Management, n. 42, p. 249-259.
MAHMOUD, A. B.; KHALIFA, B. (2015) A confirmatory factor analysis for SERVPERF instrument based on a sample of students from Syrian universities. Education And Training, v. 57, n. 3, p. 343-359.
MATZLER, K.; BAILOM, F.; HINTERHUBER, H. H.; RENZL, B.; PICHLER, J. (2004) The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis. Industrial Marketing Management, n. 33, p. 271-277.
MBISE, E. R.; TUNINGA, R. S. J. (2016) Measuring business schools' service quality in an emerging market using an extended SERVQUAL instrument. South African Journal Of Business Management, v. 47, n. 1, p. 61-74.
NILSSON-WITELL, L.; FUNDIN, A. (2005) Dynamics of service attributes: a test of Kano's theory of attractive quality. International Journal of Service Industry Management, v. 16, n. 2, p. 152-168.
PARASURMAN, A.; ZEITHAML, V. A.; BERRY, L. L. (1985) A conceptual model of service quality and its implications for the future research. Journal of Marketing, v. 4, n. 4, p. 41-50.
REICHHELD, F. F. (2003) One Number You Need to Grow. Harvard Business Review, v. 81, n. 12, p. 46-54.
RIVIÈRE, P.; MONROZIER, R.; ROGEAUX, M.; PAGÈS, J.; SAPORTA, G. (2006) Adaptive preference target: Contribution of Kano's model of satisfaction for an optimized preference analysis using a sequential consumer test. Food Quality and Preference, v. 17, n. 7, p. 572-581.
STOMA, M. (2012) Modele i metody pomiaru jakości usług. 1 ed. Lublin: Q&R Polska Sp. z o.o.
ULEWICZ, R. (2014) Application of Servqual method for evaluation of quality of educational services at the university of higher education. Polish Journal of Management Studies, n. 9, p. 254-264.
WONG, M. S.; HIDEKI, N.; GEORGE, P. (2011) The Use of Importance-Performance Analysis (IPA) in Evaluating Japan's E-government Services. Journal of Theoretical and Applied Electronic Commerce Research, v. 6, n. 2, p. 17-30.