Customer satisfaction study using the Servqual method

Abstract

Purpose: In this article the application of a part of Servqual method in the selected enterprise was presented. Based on the results obtained key areas to service improvement in the organization were shown. Design/methodology/approach: The Servqual method is one of methods used to improve the consumer satisfaction in the area of service. The Servqual makes possible the study of difference between the expected and perceived quality. Findings: In this paper, characteristics of a company specializing in the design and construction of industrial furnaces and furnaces for the metalworking industry was presented. Then elaborated a questionnaire to study satisfaction of company clients based on the Servqual method. Finally the analysis of results from the study was carried out. Research limitations/implications: According to the Servqual method five groups of customers’ requirements were chosen. The values of expected and perceived quality were selected. The solutions to service improvement in the selected organization were proposed. Originality/value: The mission of every company is a continuous improvement, also in the service area. The Servqual is a useful and quite simple tool to improve the organization active in this area.