1、2250 英文单词， 12000 英文字符 ，中文 3450 字 文献出处： Klementova J, Zavadsky J, Zavadska Z. The Measurement and Evaluation of the Service Quality through Customers Satisfaction J. Procedia Economics & Finance, 2015, 26:126-130. The measurement and evaluation of the service quality through customers satisfaction Ja
2、rmila Klementova , Jan Zavadsky , Zuzana Zavadska Abstract The contribution deals with the measurement and evaluation of the service quality. It is carried out through the proposed quality criteria for the field of education and information services provided to customers by the institution. The cust
3、omers evaluate proposed criteria through questionnaires, using the five-grade rating scale, through which reflect the level of their satisfaction, respectively dissatisfaction with the criterion. The evaluation of individual quality criteria determines in which areas of the process of providing serv
4、ices improvement is needed. The measurement results are evaluated statistically and graphically, and also by the correlation analysis on the basis of which can be determined dependence between the quality criteria. These results are of great importance in determining in the quality management proces
5、s, they allow determining of the impact of changes of one criterion on the other criteria, and the more precise determination of priorities for improving of the services quality. Keywords: service quality, information services, customers satisfaction, management of quality 1. Introduction The overri
6、ding aim of the organizations providing services is to obtain and maintain the customer (Krafska and Elexa, 2014). In the final analysis all the activities of the organization must be focused on the customer, his traditional and new emerging needs related to the natural development of the company in all the areas. This development has to be seen, to take it and in the context of restructuring and service innovation, it progressively incorporated into the internal structure and activities
