Naslov
Evaluation and Measurement of Service Quality as Steps to Marketing Excess

Autori
Mujić, Nihada ; Legčević, Jelena

Izvornik
Ekonomske ideje i praksa (2217-6217) 35 (2005), 167; 201-212

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
measurement; service quality; SERVQUAL; research

Sažetak
In today’ s changing global environment, many businesses in order to achieve competitive advantage and efficiency have to seek profitable ways to differentiate themselves. One strategy that has been related to success is the delivery of high service quality. As service quality is becoming a major part of business practice, it is important to be able to measure and research its effectiveness. The most popular measure of service quality is SERVQUAL instrument. The findings discussed in this article are a study in which patients assessments of service quality were measured for services of primary care doctors in Osijek.

Izvorni jezik
Engleski

Znanstvena područja
Pravo

POVEZANOST RADA