Service Quality and Process Maturity Assessment
SERVQUAL, SERVPERF, service excellence, capability maturity models, business process management,
balanced scorecard, employee satisfaction index
This article deals with service quality and the methods for its measurement and improvements
to reach the so called service excellence. Besides older methods such as SERVQUAL and SERPERF,
there are also shortly described capability maturity models based on which the own
methodology is developed and used for process maturity assessment in organizations providing
technical services. This method is equally described and accompanied by examples on pictures.
The verification of method functionality is explored on finding a correlation between service
employee satisfaction and average process maturity in a service organization. The results seem
to be quite promising and open an arena for further studies.
Service Quality and Process Maturity Assessment [PDF file] [Filesize: 1.31 MB]
Šerek R. (2013).
Service Quality and Process Maturity Assessment. Journal of Competitiveness, 5 (4), 43-56 http://doi.org/10.7441/joc.2013.04.03