Caracteristici ale calității serviciilor

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Other

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9th Grade

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Hard

Iosub Alina

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6 Slides • 0 Questions

Caracteristici ale calității serviciilor

Caracteristica serviciului

Caracteristica serviciului

...se referă la o însușire specifică serviciului respectiv, care îl deosebește de un serviciu similar și care poate fi identificată, măsurată, evaluată.

Calitatea serviciului prestat

Este determinată de: calitatea personalului, calitatea echipamentelor, spațiul disponibil, ambianța.

Disponibilitatea serviciului

Este determinată de respectarea termenelor de livrare, promptitudinea servirii.

Calitatea accesului la serviciu

...se referă la posibilitatea clientului de a contacta furnziorul.

Calitatea relației cu prestatorul

Credibilitatea, amabilitatea, siguranța, empatia.

Caracteristici ale calității serviciilor

Caracteristica serviciului

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