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

Independent Journal of Management & Production

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Field Value
 
Title Use of the servperf method to evaluate service quality in the transport company
 
Creator Ingaldi, Manuela Krystyna
 
Subject quality management
Servperf; transport services; quality
 
Description 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.
 
Publisher Instituto Federal de Educação, Ciência e Tecnologia de São Paulo (IFSP)
 
Contributor —
 
Date 2016-03-01
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
—
 
Format application/pdf
text/html
 
Identifier http://www.ijmp.jor.br/index.php/ijmp/article/view/396
10.14807/ijmp.v7i1.396
 
Source Independent Journal of Management & Production; Vol 7, No 1 (2016): Independent Journal of Management & Production; 168-177
2236-269X
2236-269X
 
Language eng
 
Relation http://www.ijmp.jor.br/index.php/ijmp/article/view/396/283
http://www.ijmp.jor.br/index.php/ijmp/article/view/396/501
http://www.ijmp.jor.br/index.php/ijmp/article/downloadSuppFile/396/155
http://www.ijmp.jor.br/index.php/ijmp/article/downloadSuppFile/396/156
 
Rights Copyright (c) 2016 Manuela Krystyna Ingaldi
http://creativecommons.org/licenses/by/4.0