Categoryissue 2020-06, publications

Review of selected methods for measuring the quality of services

R

mgr Wojciech Sadkowski – Uniwersytet Jagielloński, Wydział Zarządzania i Komunikacji Społecznej, Instytut Ekonomii, Finansów i Zarządzania, Zakład Finansów i Ekonomii Międzynarodowej, ul. prof. St. Łojasiewicza 4, 30-348 Kraków, Polska; e-mail: wojciech.sadkowski@uj.edu.pl

received:
accepted:

Abstract

The purpose of the article is to present selected methods for measuring the quality of services. The object of research are quality measurement methods dedicated to service companies. To achieve the assumed research goal, critical analysis of the literature on the subject in the field of quality management, marketing, geography of services and selected magazines were used. The article consists of four main parts. The first section concentrates on the understanding and meaning of the term ‘service quality’. The second part contains a review of selected methods for measuring service quality, and the third part presents the use of these methods. The fourth part describes improving the quality of services. Finally, the fifth part concludes the paper.

Keywords:

service quality, method, measurement, quality management