Service Quality—Object of Business Excellence Measuring

Miriam Jankalova

doi:10.5539/res.v8n2p71

Abstract

<p>The service quality as the object of business excellence measuring is more and more often mentioned with regard to corporate practice, but also at the theoretical level. Universal methods are applied in its evaluation that can aid evaluation systems taking into account the environment of service provision and personal quality of employees. The aim of this paper is to introduce the system of service quality measuring from the perspective of a customer. The paper is divided to following sections: theoretical background, aimed at approaches to define the notion of quality and dimensions of a service quality; research methodology, expert interviews, primary and secondary research and mathematical-statistical methods were applied; results, the outcome is the specification of dimensions of the service quality and the system of quality measuring is presented as a discriminatory function. The proposed index and dimensions and sub-dimensions defined within it form a basis for quantitative assessment of the achieved quality of service. It represents a methodology of creation of a system of service quality measuring; a model of multiple discriminatory analyse which enables the measuring of service quality through sub-dimensions with differentiated weight; a basis for creating an economic-statistical model of quantitative measuring of information.</p>

Highlights

Complaints related to personal quality complaints related to the process of service provision complaints related to correctness of invoices time of dealing with complaints time for handling the customer waiting time compliance with set date professionalism willingness to help helpfulness reliability empathy pleasant appearance geographic availability of contact points online availability telephonic availability pleasantness of environment
Sub-dimensions of the dimension service reliability complaints related to personal quality complaints related to the process of service provision complaints related to correctness of invoices time of dealing with complaints time for handling the customer waiting time compliance with set date ∑
If we perceive the quality of service as object of the business excellence measuring, a necessary step towards the performance of the measuring process is the knowledge of individual dimensions and sub-dimensions of the service quality

Summary

Introduction

1.1 Introduce and Explore Importance of the ProblemThe service quality as the object of business excellence measuring is more and more often mentioned with regard to corporate practice, and at the theoretical level (Philips, 2014; Mateides & Ďaďo, 2002; Kelemen, 2003; Santos, 2003; Bruhn, 2011; Jankalová, 2012; Jankalová, 2014; Jankal, 2014; Giovanis, Athanasopoulou, & Tsoukatos, 2015; Ranaweera & Sigala, 2015; Stamenkov & Dika, 2015). Practice is evidence that enterprises utilise primarily the market research with the focus on expectations and requirements of customers (according to own study performed during 2012 it was 96%) even despite the fact that currently there are numerous other methods, procedures and tools for measuring the quality of a service (models of service quality, models of Business Excellence, standards of ISO 9000 series, industrial standards, Six Sigma, Balanced Scorecard, TQM-Scorecard, Ishikawa diagrams, forms for data collection, development diagram, Pareto charts, histograms, point diagrams, regulation diagrams, affinity charts, charts of mutual links, tree diagrams, matrix diagrams, PDPC charts, data analysis in a matrix, network graph ...). Except for Balanced Scorecard and TQM-Scorecard, these are universal methods that can in the present competitive environment aid measuring systems taking into account the environment of service provision and personal quality of employees. Not everyone might identify with such perception, but every enterprise should realize that they will not achieve business excellence without the constant cycle of measuring of the quality of their own services

Objectives

Methods

Results

Conclusion