The process approach to service quality management

Article English OPEN
Kamila Kowalik ; Dorota Klimecka-Tatar (2018)
  • Publisher: Printing House The Managers of Quality and Production Association
  • Journal: Production Engineering Archives (issn: 2353-5156, eissn: 2353-7779)
  • Related identifiers: doi: 10.30657/pea.2018.18.05
  • Subject: process management | service management | service quality | service quality model | Machine design and drawing | TJ227-240 | Engineering machinery, tools, and implements | TA213-215

In this paper a model of service quality management based on the process approach has been presented. The first part of the article contains the theoretical framework of service quality and the process approach in management. Next, quality of service process has been presented in reference to a process-based definition in quoted literature. Finally, the outcomes of a customer questionnaire concerning the validity of particular quality attributes has been presented. The collected data in relation to service process quality stages have enabled the development of a of service quality model for process management.
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