The data obtained from all questionnaires are
statistically processed, analysed and the quantified
results from the questionnaires define the level of
service quality. The results obtained and partial results
by categories and groups of quality components are
useful for defining certain correction activities to be
performed in order to advance the efficiency of
service in a company (Kancir, 2006). SERVQUAL
offers a basic framework through expectation and
perception, comprising the statements for all five
determinants of service quality. There is also
possibility for companies to adjust this framework to
serve their specific needs for investigation.
SERVQUAL model became the model with the
most widespread application in the process of the