1. Service Quality Measurement Methods – Evaluation, Practical Application, Prospects Wiesław Urban Bialystok Polytechnic, Management Department O.S. Tarasiuka 2, 16-001 Kleosin, Poland e-mail: wurban@pb.edu.pl

11. Knowledge and Practice of Service Quality Measurement Methods 4.4% 0.9% 43 2 Servqual method 8.7% 2.7% 63 6 Critical Incident Technique 26.2% 16.6% 104 37 Mystery Shopping quality research 48.3% 32.3% 77 72 Systematic service quality benchmarking 42.4% 32.3% 98 72 Organization processes measurement (not with customers, inside measures) 58.0% 48.9% 79 109 Perceived quality research according to own assessment questionnaire 80.3% 76.7% 42 171 Customers’ complaints recording and analysis percentage of applying the method regarding knowledge percentage of users known, but not used currently used

12. Used Methods’ Assessment and Managers Expectations 43.0% 30.9% 96 69 Should better service quality measurement methods be created? 63.2% 11.2% 141 25 Are your service quality measurement methods useful and meet current needs of organization management? percentage in the researched group yes/rather yes no/rather not yes/rather yes no/rather not

13. Correlations and Relevance Analyses p=0.043 0.1391 Are service quality indexes measured systematically? p=0.025 0.1539 Is customers’ satisfaction measured? p=0.005 0.1907 Are quality processes in the company measured? p=0.000 0.28 Evaluation of the role of formalized quality systems (e.g. ISO 9000) and TQM p=0.000 0.2878 Number of employees probability correlation coefficient Is there a need for new, better service quality measurement methods? Features of the researched group