Service quality and business competitiveness

Ing. Alexander Tereshchenko

Master's thesis

Anotácia:

The objective of the diploma thesis was set to analyze the chosen problem in relation to value, quality and value creation in a business-to-business market with its impact on business competitiveness. The author performed a literature review on all relevant topics, providing an account of such within the Parts 1 and 2 of the thesis. Furthermore, the author had chosen two global enterprises as to describe the current situation and (market) analyses needed for the problem, and as to conduct an exploratory research aimed at measuring the perceived service quality for a set of services delivered by one of the enterprises to another. This research is covered within the Part 3 of the work. The names of the chosen companies will stay undisclosed to public, while the additional details of the chosen companies, as well as the greater level of the research details, are described in the non-published Part 4 of the diploma thesis. Customers’ perceived service quality, as a measure of service quality and an antecedent to customers’ satisfaction and customers’ perceived value, plays a pivotal role in the author’s work, similarly as it does in a firm’s survival. Within the exploratory research performed by the author, the construct of perceived service quality is measured and analyzed from various perspectives, and a set of conclusions is drawn in regards to new possibilities of looking into this construct. The author explores and measures a set of antecedents impacting perceived service quality and it is via the measurement and understanding of both, perceived service quality and its antecedents, that the author is drawing his recommendations of how companies can increase the value they deliver to their customers by improving the underlying quality of the services they deliver.

Abstract:

The objective of the diploma thesis was set to analyze the chosen problem in relation to value, quality and value creation in a business-to-business market with its impact on business competitiveness. The author performed a literature review on all relevant topics, providing an account of such within the Parts 1 and 2 of the thesis. Furthermore, the author had chosen two global enterprises as to describe the current situation and (market) analyses needed for the problem, and as to conduct an exploratory research aimed at measuring the perceived service quality for a set of services delivered by one of the enterprises to another. This research is covered within the Part 3 of the work. The names of the chosen companies will stay undisclosed to public, while the additional details of the chosen companies, as well as the greater level of the research details, are described in the non-published Part 4 of the diploma thesis. Customers’ perceived service quality, as a measure of service quality and an antecedent to customers’ satisfaction and customers’ perceived value, plays a pivotal role in the author’s work, similarly as it does in a firm’s survival. Within the exploratory research performed by the author, the construct of perceived service quality is measured and analyzed from various perspectives, and a set of conclusions is drawn in regards to new possibilities of looking into this construct. The author explores and measures a set of antecedents impacting perceived service quality and it is via the measurement and understanding of both, perceived service quality and its antecedents, that the author is drawing his recommendations of how companies can increase the value they deliver to their customers by improving the underlying quality of the services they deliver.

Keywords

Perceived service quality, quality, quality of services, service marketing, services, value creation, value.

Jazyk práce: English

Datum vytvoření / odevzdání či podání práce: 13. 5. 2016

Obhajoba závěrečné práce

• Obhajoba proběhla 13. 6. 2016
• Vedúci: doc. Ing. Alena Klapalová, Ph.D.
• Oponent: Ing. Bc. Michal Ďuriník

Masaryk University

Faculty of Economics and Administration

Master programme / odbor:
Economy and Management / Business Management (Eng.)