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Bibliometric analysis of service quality attributes

 

 

 

Key words: 

services, features of services, quality of services, service quality models.

Summary The aim of the study was to identify the frequency of occurrence of quality of service attributes in models available in the literature. The study was carried out by bibliometric analysis. The analysis covered 24 models of quality of services available in Polish literature and foreign literature. For each of the features characterized in the models, the percentage frequency was calculated. The analysis of the results of the conducted study allows to conclude that almost half of the analysed attributes refers directly to the staff having contact with the client, and the most frequently indicated attribute was communication with the client. An innovative element of the study is the bibliometric analysis of attributes of service quality in models available in the literature. The authors` own contribution includes the selection, comparison and quantitative analysis of service quality models in the context of the presence of particular features.

dr hab. Małgorzata LOTKO, prof. UTH Radom mgr Magda CHMIEL mgr inż. Magdalena ZWIERZCHOWSKA

University of Technology and Humanities in Radom Faculty of Economic and Legal Sciences Department of Commodity Science and Quality of Science ul. Chrobrego 31, 26-600 Radom, Poland emails: This email address is being protected from spambots. You need JavaScript enabled to view it.This email address is being protected from spambots. You need JavaScript enabled to view it.This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

 

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