[雙語(yǔ)翻譯]服務(wù)質(zhì)量外文翻譯--基于顧客滿(mǎn)意度的服務(wù)質(zhì)量測(cè)評(píng)（英文）

1、 Procedia Economics and Finance 26 ( 2015 ) 126 – 130 2212-5671 © 2015 Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.

2、0/). Peer-review under responsibility of Academic World Research and Education Center doi: 10.1016/S2212-5671(15)00893-X ScienceDirectAvailable online at www.sciencedirect.com4th World Conference on Business, Economics

3、and Management, WCBEM The measurement and evaluation of the service quality through customers ‘satisfaction Jarmila Klementova a*, Jan Zavadsky b, Zuzana Zavadska b a Technical University, T.G. Masaryka 24, Zvolen 960 5

4、3, Slovakia b Matej Bel University, Tajovskeho 10, Banska Bystrica 975 90, Slovakia Abstract The contribution deals with the measurement and evaluation of the service quality. It is carried out through the proposed q

5、uality criteria for the field of education and information services provided to customers by the institution. The customers evaluate proposed criteria through questionnaires, using the five-grade rating scale, through w

6、hich reflect the level of their satisfaction, respectively dissatisfaction with the criterion. The evaluation of individual quality criteria determines in which areas of the process of providing services improvement is

7、 needed. The measurement results are evaluated statistically and graphically, and also by the correlation analysis on the basis of which can be determined dependence between the quality criteria. These results are of g

8、reat importance in determining in the quality management process, they allow determining of the impact of changes of one criterion on the other criteria, and the more precise determination of priorities for improving o

9、f the services quality. © 2015 The Authors. Published by Elsevier B.V. Peer-review under responsibility of Academic World Research and Education Center. Keywords: service quality, information services, customers’

10、 satisfaction, management of quality 1. Introduction The overriding aim of the organizations providing services is to obtain and maintain the customer (Krafska and Elexa, 2014). In the final analysis all the activities

11、of the organization must be focused on the customer, his traditional and new emerging needs related to the natural development of the company in all the areas. This development has to be seen, to take it and in the con

12、text of restructuring and service innovation, it progressively incorporated into the internal structure and activities of the organization. The competition in the market of the * Jarmila Klementova. Tel.: +421-45-5206-4

13、34 E-mail address: klementova@tuzvo.sk © 2015 Published by Elsevier B.V. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer-review under responsib

14、ility of Academic World Research and Education Center128 Jarmila Klementova et al. / Procedia Economics and Finance 26 ( 2015 ) 126 – 130 has a general predictive value, in some cases may lead to distortions of

15、conclusion, therefore, it is appropriate to use other statistical methods. It is known that the evaluation of the quality of service is highly subjective matter of the customer. Table 1. Evaluation of the performance o

16、f the organization - the statistical results Evaluation of performance services Average performance Weight Standard deviation Median Max Min 1. Opening hours 4.00 0.10 0.96 4 5 1 2. Speed of service 3.62 0.

17、09 0.94 4 5 2 3. Length of loan 4.08 0.10 0.71 4 5 2 4. Scope of the library's collection 3.08 0.08 0.94 3 5 1 5. Number of study places 3.43 0.09 0.97 4 5 1 6. Number of places for searching in

18、formation 4.07 0.10 1.01 3 5 1 7. Availability of literature in study rooms 3.30 0.08 1.06 4 5 1 8. Qualification of staff 4.05 0.10 0.70 4 5 3 9. Willingness of staff 4.24 0.11 0.79 4 5 2 10. Equ

19、ipment of interior, environment in study rooms 3.65 0.09 0.88 4 5 1 11. Prices of services 3.76 0.09 0.82 4 5 2 Overall evaluation of the quality of service 3.75 ∑ = 1 In analysing and evaluating the results

20、, it is appropriate to focus attention on the characters that have been allocated the lowest value. For the more objective assessment of the character must be considered a standard deviation in order to determine the e

21、xtent to which consensus of customers on evaluated trait of services. The higher values scattering are caused by subjective requirements, attitudes and opinions of customers as well as the specific situation in the pro

22、vision of the service, which is always unique. For example, the scope of the library's collection, which is rated by the lowest average value, variance is 0.94, which is quite high. At the characters with the lowest

23、 standard deviation (0.70 qualification of the staff, 0.71 length of loan) answers are concentrated around the major diameter, thus customer reviews are largely consistent. It is at these characters the values of the a

24、verage evaluation include the highest ones. To the highest rated feature of services that relate directly to human resources, the staff qualifications include the value of 4.05 and helpful of the staff with a value of 4

25、.24 out of 5, what is the highest rating of all the criteria assessed. Based on these results, we can conclude that the human resources of the studied organizations, by their approach increases the overall assessment o

26、f a feeling of the customer satisfaction in the process of providing the service. 3.2 The evaluation of questionnaire by the correlation analysis In the next part of the questionnaire assessment in the statistical anal

27、ysis, we compiled a correlation matrix, where the number of columns and rows in the correlation matrix represent the individual questions in the questionnaire. By the correlation analysis, we found that the values of v

28、ariables mutually correlate, respectively do not correlate, thus the more value closes to ± 1.00; the close of the correlation is higher. The Table 2 shows the calculated values of the correlation coefficients, wh

29、erein the positive value of the correlation coefficient indicates that there is a linear relationship and on the other hand, a negative value indicates a non-linear dependence. The table below shows statistically signi

30、ficant correlation coefficients highlighted. Table 2. Correlation coefficients Questions 1 2 3 4 5 6 7 8 9 10