| Popis: |
An approach to assessing the quality of services is considered, which will improve and timely identify shortcomings, factors of loss of competitiveness and quickly respond to them. To solve this problem, a gap model was considered with the addition of a quality tool—the Deming cycle (PDCA cycle) for more dangerous discrepancies (gap). At the initial stage, during the analysis, it was decided that the most dangerous discrepancies in the model are found at gaps three and four. At the second stage, a Deming cycle was imposed on the selected gaps in order to reduce them and, as a result, improve the service under study and increase the quality. A significant advantage of this model is the continuity of the Deming cycle and its ability to continually improve the selected service if the desired result is not achieved immediately. Interpretation of the obtained result means that the developed model reduces the mismatch between consumer expectations and service perception. |
