Service Quality in Business Excellence Maturity Assessment
Service Quality in Business Excellence Maturity Assessment

Author(s): Dimitrios Popadopoulos, Georgios Karipoglou, Michael Glykas, Thaleia Dima
Subject(s): Social Sciences
Published by: Udruženje ekonomista i menadžera Balkana
Keywords: Service Quality Management; Servqual; Business Excellent Models; Maturity assessment
Summary/Abstract: Service quality is a critical aspect of business excellence maturity assessment. It refers to the level of excellence achieved in delivering products or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services. This research paper focuses on research related to Service Quality in Business Excellence Maturity Assessment. In a business excellence maturity assessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisfaction surveys, feedback from customers and employees, service delivery time, complaint resolution time, and other performance measures. Our research contribution presents a literature review about ensuring that every interaction with customers is of the highest standard. It requires an organization-wide commitment to customer satisfaction, continuous improvement, and a culture of excellence.

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