Dimensions of measurement of quality servises rendered to customers
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216275%3A25310%2F03%3A00000970" target="_blank" >RIV/00216275:25310/03:00000970 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
čeština
Original language name
Dimenze měření kvality služeb poskytovaných zákazníkům
Original language description
This paper deals with dimensions of measurement of services quality. It shows that for measurement of services quality it is necessary to determine -what to measure- and -on which level to measure. The answer to the question what to measure is to measurethe entire satisfaction with all services important for customers and also the satisfaction with partial indicators of services. The answer to the question on which level to measure is to measure on a competition level, on an expected level and also onan ideal level. It changes the approaches to measurement of services quality.
Czech name
Dimenze měření kvality služeb poskytovaných zákazníkům
Czech description
This paper deals with dimensions of measurement of services quality. It shows that for measurement of services quality it is necessary to determine -what to measure- and -on which level to measure. The answer to the question what to measure is to measurethe entire satisfaction with all services important for customers and also the satisfaction with partial indicators of services. The answer to the question on which level to measure is to measure on a competition level, on an expected level and also onan ideal level. It changes the approaches to measurement of services quality.
Classification
Type
D - Article in proceedings
CEP classification
AH - Economics
OECD FORD branch
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Result continuities
Project
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Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2003
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Sborník referátů z mezinárodní konference Finanční a logistické řízení v kontextu vstupu České republiky do Evropské unie
ISBN
80-239-0860-X
ISSN
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e-ISSN
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Number of pages
5
Pages from-to
401-405
Publisher name
Fakulta metalurgie a materiálového inženýrství VŠB-TU Ostrava
Place of publication
Ostrava
Event location
Čeladná-Podolánky
Event date
Jun 25, 2003
Type of event by nationality
CST - Celostátní akce
UT code for WoS article
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