Publikace na Fakulta tělesné výchovy a sportu |
2021
Abstrakt
One of the most frequently used methods of evaluating service quality is the SERVQUAl method. It is based on a contradiction between the kind of service quality customers expect and their perception of services provided.
According to this method tangibles represent one of five aspects of functional service quality. In this text, this aspect is analyzed independently in comparison with other characteristics determining the overall concept of service quality.