Abstract:

Purpose - An analysis of a modern evaluation of customer satisfaction of production services in a quality-oriented organisation using the Servqual method in a Polish company specialising in the production of mineral and asphalt mixtures is presented. Design/methodology/approach - Customer satisfaction with the manufacturing service was assessed in four areas: tangibility, reliability, responsiveness, assurance and empathy. The data obtained was used to develop a strategy for the organisation-customer relationship. Findings - The most important findings relate to obtaining information regarding the fulfilment of customer requirements and areas where improvement actions should be taken as soon as possible. Research limitation/implications - The example given is only the beginning of an organisation's journey towards recognising the need to identify customer requirements. Verification in subsequent years and parallel application of the QFD method would be confirmation of proper fulfilment of the principle of Customer Orientation according to the ISO 9001:2015 standard.

Practical implication - The example given can serve as a model for organisations that consider the Servqual method as a tool in the organisation's improvement procedures, designed to measure the evaluation of customer satisfaction with a production service.