Service Quality Evaluation

Student: Bogatikova Tatyana

Supervisor: Ekaterina Pavlovna Zagorodnova

Faculty: Faculty of Economics, Management, and Business Informatics

Educational Programme: Management (Bachelor)

Year of Graduation: 2017

A high level of service quality plays an important role in creating the company's competitive advantages, it is an important issue in the modern world, when a consumer has a huge range of similar goods and services. Therefore, it is necessary to evaluate the service quality of the company "Dilos-Extreme" in order to determine the direction of growth for this company. In this study, two types of service quality were considered: technical and functional. Internal documents of the company were analyzed for the calculation of technical quality coefficients. Questioning the existing company clients according to SERVPERF and NPS models was used in order to assess the functional quality. The results obtained demonstrate a sufficiently high level of "Dilos-Extreme" service quality, however, problem areas of the company were also identified. Thus, according to the results interpretation, recommendations were proposed for improving the level of "Dilos-Extreme" service quality.

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