Publication detail

Dimenze měření kvality služeb poskytovaných zákazníkům

Authors: Lošťáková Hana | Kohoutová Martina

Year: 2003

Type of publication: článek ve sborníku

Name of source: Sborník referátů z mezinárodní konference Finanční a logistické řízení v kontextu vstupu České republiky do Evropské unie

Publisher name: Fakulta metalurgie a materiálového inženýrství VŠB-TU Ostrava

Place: Ostrava

Page from-to: 401-405

Titles:

Language	Name	Abstract	Keywords
cze	Dimenze měření kvality služeb poskytovaných zákazníkům	This paper deals with dimensions of measurement of services quality. It shows that for measurement of services quality it is necessary to determine -what to measure- and -on which level to measure. The answer to the question what to measure is to measure the entire satisfaction with all services important for customers and also the satisfaction with partial indicators of services. The answer to the question on which level to measure is to measure on a competition level, on an expected level and also on an ideal level. It changes the approaches to measurement of services quality.	měření kvality služeb
eng	Dimensions of measurement of quality servises rendered to customers	This paper deals with dimensions of measurement of services quality. It shows that for measurement of services quality it is necessary to determine ?what to measure? and ?on which level to measure?. The answer to the question ?what to measure? is to measure the entire satisfaction with all services important for customers and also the satisfaction with partial indicators of services. The answer to the question ?on which level to measure? is to measure on a competition level, on an expected level and also on an ideal level. It changes the approaches to measurement of services quality.	measurement of quality services

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