Musabirova L.A., Galimov F.M. Evaluating the SERVQUAL Method in Assessing the Quality of Services in the Field of Ensuring Uniformity of Measurements

DOI: 10.18503/1995-2732-2023-21-4-124-131

Abstract

Relevance. When analyzing and improving an organization’s quality management system, it is important to take into account the results of assessing the quality of the services provided. The introduction of measures to assess the quality of services into the organization's quality management system (QMS) contributes to obtaining the necessary data for analyzing and making management decisions aimed at improving the quality of services provided. One of the widely used methods for assessing the quality of services is the SERVQUAL method. Objective. The study is aimed at determining the possibility of using the SERVQUAL method, when assessing the quality of services in the field of ensuring uniformity of measurements (EUM). Methods Applied. The SERVQUAL method was tested in assessing the quality of services provided to ensure uniformity of measurements. Originality. The authors obtained empirical data on the application of the SERVQUAL method for assessing the quality of services in the field of EUM, and analyzed the data obtained. Result. Based on the developed questionnaires for assessing the quality of services in the field of ensuring uniformity of measurements, the authors determined values of the criteria for assessing the quality of services, using the SERVQUAL method, compared expectations and perceptions of the consumer from the provision of services, and interpreted the data obtained. The authors gave practical recommendations on the use of this method for organizations engaged in providing services in the field of EUM. A SWOT analysis was carried out to assess the possibility of using the SERVQUAL method. Practical Relevance. The data obtained during the study can be used by organizations providing services to ensure uniformity of measurements in developing and implementing measures to assess the quality of services in the field of EUM in the organization's QMS.

Keywords

quality, quality assessment, service quality, quality assessment methodology, ensuring uniformity of measurements, SERVQUAL, quality management system, customer satisfaction

For citation

Musabirova L.A., Galimov F.M. Evaluating the SERVQUAL Method in Assessing the Quality of Services in the Field of Ensuring Uniformity of Measurements. Vestnik Magnitogorskogo Gosudarstvennogo Tekhnicheskogo Universiteta im. G.I. Nosova [Vestnik of Nosov Magnitogorsk State Technical University]. 2023, vol. 21, no. 4, pp. 124-131. https://doi.org/10.18503/1995-2732-2023-21-4-124-131

Lyaisan A. Musabirova – postgraduate student, Tupolev Kazan National Research Technical University – KAI, Kazan, Russia; Deputy Head of the QMS Department of All-Russian Research Institute for Flow Metering – Branch of Mendeleev All-Russian Research Institute for Metrology, Kazan, Russia. Email: This email address is being protected from spambots. You need JavaScript enabled to view it.. ORCID 0009-0006-0738-8601

Farid M. Galimov – DrSc (Eng.), Professor, Tupolev Kazan National Research Technical University – KAI, Kazan, Russia. Email: This email address is being protected from spambots. You need JavaScript enabled to view it..

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