The Measurement and Evaluation of the Service Quality through Customers ‘Satisfaction

Abstract

The contribution deals with the measurement and evaluation of the service quality. It is carried out through the proposed quality criteria for the field of education and information services provided to customers by the institution. The customers evaluate proposed criteria through questionnaires, using the five-grade rating scale, through which reflect the level of their satisfaction, respectively dissatisfaction with the criterion. The evaluation of individual quality criteria determines in which areas of the process of providing services improvement is needed. The measurement results are evaluated statistically and graphically, and also by the correlation analysis on the basis of which can be determined dependence between the quality criteria. These results are of great importance in determining in the quality management process, they allow determining of the impact of changes of one criterion on the other criteria, and the more precise determination of priorities for improving of the services quality.