Analiza in ocena kakovosti storitve

Ručigaj, Janez (author), Kramar, Davorin (mentor)

V zaključni nalogi je predstavljena kakovost, njena zgodovina, pomembnost in pomen za uporabnika. Raziskali smo poglede nekaterih gurujev kakovosti in njihov prispevek. Bolj podrobno smo si ogledali kakovost storitve in metodo merjenja kakovosti SERVQUAL. Pogledali smo prednosti in slabosti metod, nesoglasja z metodo in nekaj alternativnih metod. Opisali smo razloge zakaj pride do slabe kakovosti in smernice na katere moramo biti pozorni za izboljšavo kakovosti. Na koncu smo s pomočjo vprašalnika ugotavljali kakovost storitve, ki jo ponuja podjetje v katerem smo izvajali raziskavo. Rezultate vprašalnika smo ustrezno analizirali in ocenili, če je kakovost storitve ustrezna ali ne.

• Language: Slovenian
• Keywords: SERVQUAL, modeli, kakovost, vprašalniki, raziskave
• Work type: Final paper
• Typology: 2.11 - Undergraduate Thesis
• Organization: FS - Faculty of Mechanical Engineering
• Publisher: [J. Ručigaj]
• Year: 2018
• PID: 20.500.12556/RUL-102486
• UDC: 005:658.5(043.2)
• COBISS.SI-ID: 16388635
• Publication date in RUL: 31.08.2018

Secondary language

• Language: English
• Title: Analysis and evaluation of service quality

Abstract

In this assignment quality, its history and its impact on the user was researched. Perspectives of the biggest gurus and their contribution to quality were researched. More accurate look at of service quality and SERVQUAL method of measurement and evaluation of quality has been taken. Positive and negative sides of SERVQUAL and alternative methods were discussed. Reasons why it comes to bad quality and guidelines for maintaining service quality were described. At the end analysis of service quality through a survey was conducted. Results and service quality were analysed and evaluated.

• Keywords: SERVQUAL, models, quality, survey, research