EVALUATION OF SERVICE QUALITY MEASUREMENT USING THE MODIFIED SERVQUAL METHOD - CASE STUDY ON THE BASIS OF MOTOROL COMPANY

Abstract

In the face of constant changes in the service sector, companies must adapt their offer to the needs and requirements of customers in order to gain and maintain their trust. Therefore, special attention should be paid to the quality of the services provided, since it makes it possible to meet customers’ expectations. Methods aimed at researching or measuring the quality of services achieved are of great importance. There are many methods, which have been developed both in theoretical and practical applications, and allow for effective measurement of the quality of the non-material area of services. The article presents the application of the SERVQUAL method to assess the quality of services for a company providing automotive services. Familiarization with this method will allow a given company to properly adjust it to the research needs, and thus to properly interpret the collected data and draw conclusions influencing its future decisions. Based on the originality and scientific value of a given article, as demonstrated by the conducted research, the proposed method allows to learn about the actual attitudes and expectations of the client, and therefore it is a universal and very useful tool for measuring the quality of service in business practice. The obtained results prove the cognitive and practical value of the implemented research method.