METHODS OF QUALITY IMPROVEMENT IN SERVICE MANAGEMENT
Journal Title: ISB-INMA TEH AGRICULTURAL AND MECHANICAL ENGINEERING - Year 2017, Vol 0, Issue 1
Abstract
According to ISO 9001:2015, the improvement of service quality is determined by measurement. Unlike quality building, which refers to the measures adopted to ensure the quality level of services, improvement means increasing their quality level. As far as services are concerned, their quality assessment is carried out both in the delivery process and after. Customer's satisfaction regarding the purchased service can be determined by comparing the perception of the service received with their expectations.
Authors and Affiliations
Petruta Mihai, D. Dumitriu, Oana Vladut, Iulian Claudiu Dutu
Keywords
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