Open AccessMeasuring and evaluating quality of the operation and repair services of passenger cars with the use of importance-performance scales
Author(s) -
Małgorzata Lotko,
Piotr Paździor
Publication year - 2017
Publication title -
autobusy
Language(s) - English
Resource type - Journals
eISSN - 2450-7725
pISSN - 1509-5878
DOI - 10.24136/atest.2017.013
Subject(s) - servqual , quality (philosophy) , service quality , realization (probability) , computer science , service (business) , measure (data warehouse) , transport engineering , business , engineering , marketing , data mining , mathematics , statistics , philosophy , epistemology
The purpose of this paper was to prove the usefulness of importance-performance scales for measure and evaluation the quality of operation and repair services of passenger cars. The study was carried out with the use of a survey method. The questionnaire was composed of two parts. The first part included demographical questions characterizing the users of the passenger cars and the second part, the substantial one, included SERVQUAL questionnaire queries. Realization of quality and importance of particular features (variables) were analyzed. The analysis of the results of the study demonstrates that it is necessary to make every endeavour to raise of quality of features connected with attention of customers matters, quick and efficient service. Average quality was evaluated as low, but average importance as high. The analysis of literature has demonstrated that importance-performance scales have not yet been used for the measurement of the operation and repair services of the passenger cars, therefore filling of this gap constitutes the innovative element of the study.