| Abstract [eng] |
The article analyses the specifics of business-to-business services and customer service quality factors. Ensuring and maintaining the quality of customer service is clearly a more challenging issue when there is collaboration between multiple organisations to deliver goods, services or information. In a business-to-business context, the requirements for quality, its standards and its maintenance, are much stricter and more controlled. This, in turn, determines the complexity of the problem under investigation. Service quality assurance in this case cannot be seen as a mechanical action, it is building relationships with customers as business partners, consistent, long-term, effort-intensive work that requires a systematic approach. The research problem: what factors of customer service quality are relevant in assessing the quality of services provided in a business-to-business context. Subject: quality of customer service. The aim of the work: after analysing the specifics of business-to-business services, to create a model that enables an organisation to better ensure the quality of its customer service. Objectives: y to name the factors determining the quality of customer service, and their importance in the development and implementation of service quality supervision systems; y to create a customer service quality supervision model which includes the assessment of factors determining quality, and enables the organisation to better ensure the supervision of customer service quality. Research methods: the comparative and systematic logical analysis of scientific literature and conceptual content analysis were used. The analysis of factors determining the quality of customer service shows that the importance of factors in the process of providing a service may be revealed at different stages of the provision of the service. Services are human resource-intensive, and the specifics of B2B services relate to information management solutions in the design and implementation phases of the service. Conclusions. Assessing factors that determine the quality of a company’s customer service includes solutions to measure, control and manage the process of providing services. Identifying factors that determine the quality of customer service is the basis for the implementation of a service quality monitoring system, which is significant for the customer, the company providing the service, and the employees involved in the process of providing services. A business-oriented and process-oriented model for business-to-business service quality assessment is recommended, encompassing perceived quality formed by customer expectations and the image of the service provider, covering five assessment areas: (1) the potential quality of service providers; (2) the quality of direct service staff; (3) process quality; (4) technical quality; and (5) the quality of the result obtained. |
