Service quality gaps and their role in service enterprises development

Abstract

The study takes into consideration the problem of organizational quality gaps where the quality losses occur. Many service quality gaps are reviewed in this paper. But the four out of five quality gaps by Parasuraman et al. (1985) are examined. The main management problem, according to research achievements, is the gap between managers’ perception of customers’ expectation and service specifications existing in organizations. In a service organization usually more quality gaps might be identified. Identification of specific quality gaps is advantageous from a management point of view.

Santrauka

Straipsnyje nagrinejamos organizacines kokybes problemos. Čia apžvelgiama daugelis paslaugu kokybes problemu, bet tiriamos tik keturios iš penkiu (pagal Parasuraman et al. 1985). Tyrimu duomenys rodo, jog pagrindine problema yra skirtumas tarp to, kaip klientu lūkesčius supranta vadybininkai ir kaip organizacijoje yra apibūdinamos paslaugos. Taigi daugiausia kokybes problemu kyla planuojant paslaugas. Vadybiniu požiūriu yra labai naudinga nustatyti kokybes problemas.

Keywords:

• service management
• service quality
• service quality gaps

Reikšminiai žodžiai:

• paslaugu valdymas
• paslaugu kokybe
• paslaugu kokybes problemos