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Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction

Author

Listed:
  • Katrin Marquardt

    (The Bucharest University of Economic Studies, Romania)

  • Marieta Olaru

    (The Bucharest University of Economic Studies, Romania)

  • Ioana Ceausu

    (The Bucharest University of Economic Studies, Romania)

Abstract

The growing competition in the market, higher customer demands and globalisation forces the business service providers to improve their services much faster. Nowadays, it is not enough to provide good quality it is more important to delight the customers and to deliver more than they expect. Likewise, renowned research companies predicted that customer satisfaction will become the competitive differentiator within the next years. Thus, the main reasons of the present study are at first, establishing a common understanding on the term “quality” and presenting the relationship between customer satisfaction and service quality. Secondly, the study summarizes the identified factors, which mostly influence the customer satisfaction, as well as the common methods used to measure service quality in relation to these factors. Thirdly, the authors introduce and explain the newly developed six step model for establishing an effective measurement method for service quality and the proposed three level service quality model with the related measurements and outcomes. Both models will assist business service providers to protect and improve their service quality and with that their customer satisfaction. The methodology used for this research is a systematic literature review focused on subjects of quality, customer satisfaction and best-practice metrics for service quality. In addition, surveys and studies from well-known research companies were evaluated. The outcome of the study is always focused on the business service area.

Suggested Citation

  • Katrin Marquardt & Marieta Olaru & Ioana Ceausu, 2017. "Study on the Development of Quality Measurements Models for Steering Business Services in Relation to Customer Satisfaction," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 1-95, February.
  • Handle: RePEc:aes:amfeco:v:s10:y:2017:i:18:p:95
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    Citations

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    Cited by:

    1. Kristina Peštović & Nikola Milicevic & Nenad Djokic & Ines Djokic, 2021. "Audit Service Quality Perceived by Customers: Formative Modelling Measurement Approach," Sustainability, MDPI, vol. 13(21), pages 1-16, October.
    2. Andreea MARIN-PANTELESCU & Monica Ioana TOADER & Sorinel CÃPU?NEANU, 2019. "Customer Loyalty Programs For The Hospitality Industry And Their Implications On Hotel Revenues," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 13(1), pages 367-373, November.
    3. Gavril Roxana Maria & Kiehne Jan & Hell Christian Richard & Kirschner Carsten, 2017. "Impact assessment on the performance of e-learning in corporate training programs in the context of globalization," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 11(1), pages 398-410, July.
    4. Hassani Youssef & Ceauşu Ioana & Iordache Adrian, 2020. "Lean and Agile model implementation for managing the supply chain," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 14(1), pages 847-858, July.
    5. Marquardt Katrin, 2017. "Smart services – characteristics, challenges, opportunities and business models," Proceedings of the International Conference on Business Excellence, Sciendo, vol. 11(1), pages 789-801, July.

    More about this item

    Keywords

    service quality; customer satisfaction; business services; service quality measurement models; performance indicators;
    All these keywords.

    JEL classification:

    • M55 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Labor Contracting Devices
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • L14 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Transactional Relationships; Contracts and Reputation
    • O14 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Industrialization; Manufacturing and Service Industries; Choice of Technology

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