QUALITY SERVICES EVALUATION MODEL BASED ON DEDICATED SOFTWARE TOOL

Abstract

In this paper we introduced a new model, called Service Quality (SQ), which combines QFD and SERVQUAL methods. This model takes from the SERVQUAL method the five dimensions of requirements and three of characteristics and from the QFD method the application methodology. The originality of the SQ model consists in computing a global index that reflects the customers’ requirements accomplishment level by the quality characteristics. In order to prove the viability of the SQ model, there was developed a software tool that was applied for the evaluation of a health care services provider.

Keywords

• Quality
• QFD
• SERVQUAL
• Model
• Software Tool
• Quality Management Tool