QUALITY SERVICES EVALUATION MODEL BASED ON DEDICATED SOFTWARE TOOL
Autor: | ANDREEA CRISTINA IONICĂ, MONICA LEBA, EDUARD EDELHAUSER, LUCIAN LUPU-DIMA |
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Jazyk: | angličtina |
Rok vydání: | 2012 |
Předmět: | |
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 |
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