METHOD GAPS IN THE ASSESSMENT OF THE LEVEL OF QUALITY COSMETIC SERVICES
Abstract
The aim of the research presented in this study is the assessment of the level of quality of services provided by selected cosmetic institute from Tricity. The Servqual method was used to determine the level of quality.
The results of the study indicate that the biggest gap between the expectation of the client and his perception of services of cosmetic institute were for the following features: price and location, the smallest for the individual approach to the customer. For the reduction of the general level of quality of researched services to the greatest extent affect the following areas: reliability, accuracy and conscientiousness of staff and the attractiveness of the offer.
Keywords:
Servqual, cosmetic service, qualityDetails
- Issue
- Vol. 2 No. 17 (2016)
- Section
- Research article
- Published
- 2016-06-30
- DOI:
- https://doi.org/10.19253/reme.2016.02.005
- Licencja:
-
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