Assessment of customer service quality in the unitary furniture manufacturing services sector

Abstract

Nowadays, not only the principles of service provision are changing, but also their result – the quality of customer service assessment and criteria. The modern customer is much more observant, open-minded, likes to be in charge of the situation, but at the same time knows that he will be assisted with the necessary help at any given time. During the research, in order to fulfill and exceed the client‘s expectations, it is important to pay attention to details that may seem insignificant, but often leave a notable positive impression on the client: the interior of the service environment, location, helpfulness of the employees, how the client is welcomed and treated during the visit. In order to evaluate the relevance and effectiveness of these factors and customer satisfaction, it is important to regularly evaluate the quality of customer service. The purpose of this article, based on scientific sources, their analysis and empirical research, is to investigate the level of customer service quality in the unitary furniture production service sector. These studies, in a long-term perspective, allows to monitor the progress or regress of the services provided by the company.