| Abstract [eng] |
The main purpose of this Master's Thesis is to create a new thorough methodology for evaluating the relationship between service process quality and customer satisfaction. In order to achieve this aim, an extensive re - evaluation of the major factors involved in the service quality process was also performed. A new model was made, consisting of accessibility, interaction quality, time and outcome quality was made. The results were analyzed using correlation, Mann - Whitney, Kruskal - Wallis, regression methods. The results showed that all factors correlate positively with customer satisfaction. Having performed regression analysis, one can conclude that outcome quality is of major importance for formation of customer satisfaction. |
