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Lanfranchi Maurizio (University of Messina, Italy), Gianetto Carlo (University of Messina, Italy), Souca Maria Luiza (Babeş-Bolyai University)
Measurement of Customer Satisfaction Applied to the Farm Holiday
Pomiar zadowolenia klienta zastosowany w agroturystyce
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Finanse, Rynki Finansowe, Ubezpieczenia, 2012, nr 50, s. 169-176, tab., bibliogr. 25 poz.
Jakość usług, Agroturystyka, Satysfakcja klienta
Quality of services, Agrotourism, Customer satisfaction
streszcz., summ..
Model SERVQUAL obejmuje miary jakości od doskonałej, poprzez zadowalającą, po niedopuszczalną. Postrzegana przez klienta jakość usług, zależy od umiejscowienia na skali i różnicy pomiędzy oczekiwaną jakością usługi, a jakością rzeczywistą. Jeżeli jakość oczekiwana jest większa niż jakość rzeczywista, wtedy postrzegana jakości usług jest mniej niż zadowalająca, zmierzająca w kierunku jakości całkowicie nie do przyjęcia, w miarę wzrostu rozbieżności między oczekiwaną i rzeczywistą jakością usług. W niniejszej pracy model ten został zastosowany na przykładzie agroturystyki. (abstrakt oryginalny)

The SERVQUAL model, ranges from ideal quality to total unacceptable quality with a point along it that represents satisfactory quality. A customer's perceptions on service quality are dependent on placement on the scale and the nature of the gap existing between the expected service and the service perceived by the customer. If the expected service is more than the actual service then the perceived service quality is less than satisfactory, moving towards totally unacceptable quality as the discrepancy between the expected and perceived service increases. In this paper this model is applied to the farm holiday. (original abstract)
The Library of Warsaw School of Economics
The Library of University of Economics in Katowice
The Main Library of Poznań University of Economics and Business
The Main Library of the Wroclaw University of Economics
Szczecin University Main Library
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