Abstract:

The article describes a spreadsheet-based tool created in line with the MiRel concept as a means to support quality measurement by the SERVQUAL method. The first part of the paper provides a discussion on the said method’s main assumptions. Based on a literature review, the indicators established by application of this method have been identified. Another section of the article elaborates upon the general concept of the tool in question, assuming that there are forms used to collect data as well as a collective file in which they are processed. Such an analysis have made it possible to propose the data structure applied in the author’s solution. The links between the identified entities and the attributes identified for them have been presented by means of a model conforming with IDEF1x. Some general characteristics of all the attributes as well as a method for representing entities in spreadsheets have been discussed. The solutions proposed for data transfer from forms to adequate tables as well as those used to obtain complex indicators based on the data stored in tables have been described in detail.