Services in modern companies are the foundation of business. More and more manufacturing companies are trying to introduce services into their products. That is why it is very important to maintain the quality of the product and provide it with an even better user experience through added value services. The process of adding services to products is called servitization. The main problem that production organizations have is precisely that it is difficult to service a certain product and offer it to customers accordingly. As part of the master's thesis, we studied the perceived quality of services in the selected company, and we set five hypotheses. The first three hypotheses focused on the comparison of ratings of perceived service quality among employees, management, and distributors. To test the first three hypotheses, we used the Mann-Whitney U test, since the individual service quality dimensions were not normally distributed. The results showed that service quality did not statistically differ between employees and management, while there were statistically significant differences between employees and distributors and between management and distributors. We did not confirm the fourth hypothesis, which assumed that the greatest opportunity for improvement for the Iskra Medical organization is related to the service of upgrading outdated products. A paired t-test analysis showed no statistically significant differences between the mean ratings of this service and the other selected services. We further tested the fifth hypothesis, which assumed differences in service quality ratings between distributors of Iskra Medical and distributors of a solar product manufacturing company in India. One-sample t-test analysis revealed statistically significant differences between ratings on several dimensions of service quality, such as empathy, reliability, responsiveness, and tangibility.
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