Author(s): Zsuzsanna GÓDÁNY

Title: SZOLGÁLTATÁSMINŐSÉG MÉRÉSE ÉS MODELLJEI

Source: Š. Gubo, E. Kahler Korcsmáros, Sz. Svitek, J. Tóth (eds.): 17th International Scientific Conference of J. Selye University. Sessions of the Faculty of Economics and Informatics. Conference Proceedings

ISBN: 978-80-8122-538-3

DOI: https://doi.org/10.36007/5383.2026.157

Publisher: J. Selye University, Komárno, Slovakia

PY, pages: 2025, 157-166

Published on-line: 2026

Language: hu

Abstract: In today's service-based economy, service quality has become a central factor in the competitiveness of organizations. However, measuring quality is a significant challenge due to the intangible and heterogeneous nature of services. Over the past decades, numerous theoretical models have been developed, with the SERVQUAL framework being the most well-known and widely used. This study reviews the conceptual foundations of service quality, as well as the most critical measurement approaches, including SERVQUAL and SERVPERF, and their subsequent adaptations. The study also covers modern extensions, such as the E-SERVQUAL model, which is used for measuring digital services. The analysis highlights that while SERVQUAL remains influential, the continuous renewal of service quality measurement methods is essential to adapt to new environments.

Keywords: Service quality, quality measurement, SERVQUAL model, SERVPERF model, customer satisfaction, digital services, E-SERVQUAL, quality management

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