Economic annals 2005 Volume 50, Issue 167, Pages: 199-210
doi:10.2298/EKA0567199M
Full text ( 128 KB)


Evaluation and measurement of service quality as steps to marketing excess

Mujić Nihada, Legčević Jelena

In today’s changing global environment, many businesses, in order to achieve competitive advantage and efficiency. have to seek profitable ways to differentiate themselves. One strategy that has been related to success is the delivery of high service quality. As service quality is becoming a major part of business practice, it is important to be able to measure and research its effectiveness. The most popular measure of service quality is SERVQUAL instrument. The findings discussed in this article are a study in which patients assessments of service quality were measured for services of primary care doctors in Osijek.

Keywords: measurement, service quality, SERVQUAL, research

More data about this article available through SCIndeks