UNIVERSITY OF RUSE "ANGEL KANCHEV"
UNION OF SCIENTISTS - RUSE

Proceedings 2025

FRI-20.21-1-SITSTL-01

APPLICABILITY OF THE SERVQUAL METHOD FOR RESEARCHING THE QUALITY OF SERVICE AT A CAR МAINTENACE WORKSHOP

Language: BGPages: 12–17

mag. Eng. Belgis Zyulkyufova-Furnadzhieva

Department of Transport “Angel Kanchev” Univesity of Ruse

E-mail: belgis_eli@abv.bg

Assoc. Prof. Mihail Milchev, PhD

Department of Transport “Angel Kanchev” Univesity of Ruse

ORCID: 0009-0007-5518-6817

E-mail: mmilchev@uni-ruse.bg

Abstract: This report presents a study of the applicability of the SERVQUAL method in car service stations. It was originally developed for application in the financial sector, as the method is designed to measure those components of the service that generate satisfaction within 5 criteria, identifying the existence of differences between the perceptions of customers and the management of the company. A service, like any good, must have a certain quality that must satisfy and exceed the expectations of consumers towards it. Unfortunately, a difference arises in the expectations of service sellers and their customers. These differences are related to the characteristics of car service stations and the services they offer, as well as between customer expectations and their perception of the services offered. The report identifies the 5 criteria by which the service can be evaluated. The methodology for applying the studied method has been analyzed and a sample questionnaire for studying the quality of service has been created based on it, which shows the applicability of the method in studying the quality of services offered by car service stations.

Keywords: car service stations, service quality, SERVQUAL, research, methodology

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