Methods of service quality assessment – preliminary results of survey for enterprises

Abstract

There are many service enterprises on the market, which offers different type of services practically every day. Quality assessment of such services is very difficult. There are many methods that can be used in such a situation, but it should be emphasized that in such researches customers’ opinions are usually used. The purpose of the paper is to present a survey on the use of methods of service quality assessment. In the paper preliminary results of the survey from point of view of the service enterprises are presented. The enterprises were asked to indicate what methods they used, what information they received thanks to such research, what happened to the obtained results and what problems they encountered. Preliminary research was carried out between September and December 2017. The research will be continued throughout 2018. At the same time, the research is conducted from the point of view of the customers of such enterprises. The final results of the research will help the service enterprises to choose right research method and can be used by various service companies.