Modeli kvaliteta usluge

Abstract

Iako su modeli kvaliteta već dosta dugo u centru pažnje stručnjaka za kvalitet, čini se da se, zbog njihove usmerenosti na robno-proizvodne delatnosti, dosta gubi prilikom pokušaja njihove primene na uslužne delatnosti. Formalni modeli kvaliteta usluge počinju da se pojavljuju u literaturi tek sredinom osamdesetih godina prošlog veka. Od tada ih je razvijeno više desetina, a u ovom radu je predstavljeno šest verovatno najznačajnijih, s posebnim naglaskom na najpopularniji - model jazova.

Quality experts usually focus their work on quality models intended for manufacture, leaving a lot of space for elimination of the waste in application of these models in services. Formal service quality models have been developed since midelghties of the last century. There are few dozens of them, but the majority represents just a modification of the elementary models. The paper presents six of them and focuses especially on the most popular - GAP model.