Abstract

The service quality as the object of business excellence measuring is more and more often mentioned with regard to corporate practice, but also at the theoretical level. Universal methods are applied in its evaluation that can aid evaluation systems taking into account the environment of service provision and personal quality of employees. The aim of this paper is to introduce the system of service quality measuring from the perspective of a customer. The paper is divided to following sections: theoretical background, aimed at approaches to define the notion of quality and dimensions of a service quality; research methodology, expert interviews, primary and secondary research and mathematical-statistical methods were applied; results, the outcome is the specification of dimensions of the service quality and the system of quality measuring is presented as a discriminatory function. The proposed index and dimensions and sub-dimensions defined within it form a basis for quantitative assessment of the achieved quality of service. It represents a methodology of creation of a system of service quality measuring; a model of multiple discriminatory analyse which enables the measuring of service quality through sub-dimensions with differentiated weight; a basis for creating an economic-statistical model of quantitative measuring of information.

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