QUALITY SERVICES EVALUATION MODEL BASED ON DEDICATED SOFTWARE TOOL

Autor:	ANDREEA CRISTINA IONICĂ, MONICA LEBA, EDUARD EDELHAUSER, LUCIAN LUPU-DIMA
Jazyk:	angličtina
Rok vydání:	2012
Předmět:	Quality QFD SERVQUAL Model Software Tool Quality Management Tool Economic theory. Demography HB1-3840 Economics as a science HB71-74
Zdroj:	Annals of the University of Petrosani: Economics, Vol XII, Iss 3, Pp 107-114 (2012)
Druh dokumentu:	article
ISSN:	1582-5949 2247-8620
Popis:	In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ model consists in computing a global index that reflects the customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model, there was developed a software tool that was applied for the evaluation of a health care services provider.
Databáze:	Directory of Open Access Journals
Externí odkaz:	https://doaj.org/article/7055b5b38c2545149c63b83193fa9ca5 Zobrazit plný text záznamu View record in DOAJ Plný text ve formátu PDF