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Modele Conceptuale Ale Calitatii Serviciilor On-Line

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Author Info
Alexandru BALOG
Grigore BADULESCU () (Institutul National de Cercetare Dezvoltare In Informatica)
Abstract

Cele mai multe studii si cercetari efectuate in domeniul calitatii serviciilor evidentiaza faptul ca baza evaluarii calitatii serviciului este experienta individuala a clientului cu un anumit serviciu. Cercetarile care promoveaza aceasta idee se regasesc atat in "scoala europeana" (mai exact, "scoala nordica") reprezentata de Grönroos, Gummensson, Lethinen si Olsen, cat si in "scoala americana" reprezentata de Parasuraman, Zeihaml si Berry. In cercetarea calitatii serviciilor, specialistii au Incercat sa defineasca dimensiunile calitatii serviciilor si sa conceptualizeze calitatea serviciilor. Rezultatele principale ale cercetarilor s-au concretizat in "modele conceptuale ale calitatii serviciilor" (Dotchin si Oakland, 1994b) . Articolul prezinta o serie de modele conceptuale ale calitatii serviciilor on-line cu aplicabilitate la evaluarea calitatii serviciilor urbane.

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Publisher Info
Article provided by Research Centre in Public Administration and Public Services, Bucharest, Romania in its journal Theoretical and Empirical Researches in Urban Management.

Volume (Year): 3 (2008)
Issue (Month): 8 (August)
Pages: 37-49
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Handle: RePEc:rom:terumm:v:3:y:2008:i:8:p:37-49

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Web page: http://ccasp.ase.ro/
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Related research
Keywords: modele; calitate; servicii on-line;

Find related papers by JEL classification:
O38 - Economic Development, Technological Change, and Growth - - Technological Change - - - Government Policy
H70 - Public Economics - - State and Local Government; Intergovernmental Relations - - - General
H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

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This page was last updated on 2009-12-18.

This information is provided to you by IDEAS at the Department of Economics, College of Liberal Arts and Sciences, University of Connecticut using RePEc data on a server sponsored by the Society for Economic Dynamics.