[{"@context":"https:\/\/schema.org\/","@type":"Article","@id":"https:\/\/www.profer.cz\/da-se-obecne-zmerit-kvalita-sluzeb\/#Article","mainEntityOfPage":"https:\/\/www.profer.cz\/da-se-obecne-zmerit-kvalita-sluzeb\/","headline":"D\u00e1 se obecn\u011b zm\u011b\u0159it kvalita slu\u017eeb?","name":"D\u00e1 se obecn\u011b zm\u011b\u0159it kvalita slu\u017eeb?","description":"Kvalita slu\u017eeb se d\u00e1 hodnotit z\u00a0hlediska z\u00e1kazn\u00edka, poskytovatele nebo vz\u00e1jemn\u011b. Proto hodnocen\u00ed jejich kvalit je velmi slo\u017eit\u00fd proces! A dokonce r\u016fzn\u00e9 kultury vn\u00edmaj\u00ed kvalitu slu\u017eeb r\u016fzn\u011b. Jako z\u00e1kazn\u00edk si m\u016f\u017eeme \u0159\u00edct, \u017ee p\u0159ece pozn\u00e1me kvalitn\u00ed slu\u017ebu, kter\u00e1 n\u00e1m vyhovuje a napln\u00ed na\u0161e o\u010dek\u00e1v\u00e1n\u00ed. Ale ka\u017ed\u00fd z\u00e1kazn\u00edk je jin\u00fd a jeho o\u010dek\u00e1v\u00e1n\u00ed na slu\u017ebu se vyv\u00edj\u00ed...","datePublished":"2025-02-27","dateModified":"2023-04-29","author":{"@type":"Person","@id":"https:\/\/www.profer.cz\/author\/devene\/#Person","name":"devene","url":"https:\/\/www.profer.cz\/author\/devene\/","identifier":1,"image":{"@type":"ImageObject","@id":"https:\/\/secure.gravatar.com\/avatar\/831abbcc684823965c5caa39ae4561083127c8aedfe9e524c6cecc176998c733?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/831abbcc684823965c5caa39ae4561083127c8aedfe9e524c6cecc176998c733?s=96&d=mm&r=g","height":96,"width":96}},"publisher":{"@type":"Organization","name":"profer.cz","logo":{"@type":"ImageObject","@id":"\/logo.png","url":"\/logo.png","width":600,"height":60}},"image":{"@type":"ImageObject","@id":"https:\/\/www.profer.cz\/wp-content\/uploads\/img_a294500_w2104_t1506419239.png","url":"https:\/\/www.profer.cz\/wp-content\/uploads\/img_a294500_w2104_t1506419239.png","height":0,"width":0},"url":"https:\/\/www.profer.cz\/da-se-obecne-zmerit-kvalita-sluzeb\/","wordCount":456,"articleBody":"Kvalita slu\u017eeb se d\u00e1 hodnotit z\u00a0hlediska z\u00e1kazn\u00edka, poskytovatele nebo vz\u00e1jemn\u011b. Proto hodnocen\u00ed jejich kvalit je velmi slo\u017eit\u00fd proces! A dokonce r\u016fzn\u00e9 kultury vn\u00edmaj\u00ed kvalitu slu\u017eeb r\u016fzn\u011b. Jako z\u00e1kazn\u00edk si m\u016f\u017eeme \u0159\u00edct, \u017ee p\u0159ece pozn\u00e1me kvalitn\u00ed slu\u017ebu, kter\u00e1 n\u00e1m vyhovuje a napln\u00ed na\u0161e o\u010dek\u00e1v\u00e1n\u00ed. Ale ka\u017ed\u00fd z\u00e1kazn\u00edk je jin\u00fd a jeho o\u010dek\u00e1v\u00e1n\u00ed na slu\u017ebu se vyv\u00edj\u00ed nap\u0159. podle reklamy, doporu\u010den\u00ed, podle internetov\u00fdch diskus\u00ed atd., proto je d\u016fle\u017eit\u00e9 pro poskytovatele slu\u017eeb zjistit, jak\u00e9 jsou rozd\u00edly mezi jeho a z\u00e1kazn\u00edkov\u00fdm pohledem na obsah ur\u010dit\u00e9 slu\u017eby, jen tak m\u016f\u017ee slu\u017eby d\u00e1le zkvalit\u0148ovat.Jsou r\u016fzn\u00e9 metody ke zji\u0161\u0165ov\u00e1n\u00ed parametr\u016f kvality slu\u017eeb, jen praktick\u00e9 uplatn\u011bn\u00ed je zat\u00edm nejednozna\u010dn\u00e9:1.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 SERVQUAL-Servis Quality-metoda vznikla v\u00a080. letech v\u00a0USA a postupn\u011b je vyv\u00edjena. M\u00e1 v\u0161eobecnou pou\u017eitelnost (u servisu, v\u00a0bankovnictv\u00ed, maloobchod\u011b, poradenstv\u00ed atd.), m\u016f\u017ee se p\u0159izp\u016fsobit i pro hodnocen\u00ed slu\u017eeb uvnit\u0159 spole\u010dnost\u00ed. Jej\u00edm z\u00e1kladem je zji\u0161\u0165ov\u00e1n\u00ed rozporu mezi p\u0159edstavou z\u00e1kazn\u00edka a poskytnut\u00fdmi slu\u017ebami ze strany poskytovatele. Dotazn\u00edk, kde se hodnot\u00ed rozd\u00edly:a)o\u010dek\u00e1v\u00e1n\u00ed z\u00e1kazn\u00edka a co si mysl\u00ed poskytovatel, \u017ee z\u00e1kazn\u00edk o\u010dek\u00e1v\u00e1, b)v charakteru slu\u017eby, c)syst\u00e9mu doru\u010dov\u00e1n\u00ed, d)kdy\u017e firma nenapln\u00ed sliby, kter\u00e9 proklamovala. D\u00e1le si metoda v\u0161\u00edm\u00e1:-fyzick\u00fdch prvk\u016f (za\u0159\u00edzen\u00ed prostor, person\u00e1l, vybaven\u00ed), –spolehlivosti(zda je slu\u017eba vykon\u00e1na spr\u00e1vn\u011b a p\u0159esn\u011b), –citlivosti k\u00a0z\u00e1kazn\u00edkovi, –empatie poskytovatele, –p\u0159\u00edslib(d\u016fv\u011bryhodnost firmy).2.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 SERVPERF3.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 E-S-QUAL4.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 MYSTERY SHOPPING-k testov\u00e1n\u00ed maloobchodn\u00edch slu\u017eeb. Jde o velmi profesion\u00e1ln\u00ed, seri\u00f3zn\u00ed pozorov\u00e1n\u00ed utajen\u00fdm potencion\u00e1ln\u00edm z\u00e1kazn\u00edkem, p\u0159esn\u011b podle pl\u00e1nu.Slu\u017eby maj\u00ed 4 z\u00e1kladn\u00ed charakteristiky--nehmatatelnost,\u00a0\u00a0\u00a0\u00a0\u00a0 -ned\u011blitelnost\/vytv\u00e1\u0159en\u00ed a spot\u0159eba slu\u017eby prob\u00edh\u00e1 sou\u010dasn\u011b\/-prom\u011bnlivost\/kdo, kdy, kde slu\u017ebu poskytuje\/\u00a0\u00a0\u00a0\u00a0\u00a0 -pom\u00edjivost\/slu\u017eby se nedaj\u00ed uskladnit\/Z\u00e1kazn\u00edk se sna\u017e\u00ed v\u017edy o maxim\u00e1ln\u00ed u\u017eitek ze slu\u017eby. Je citliv\u00fd pro to, \u017ee si slu\u017ebu nem\u016f\u017ee p\u0159edem prohl\u00e9dnout, jako je tomu u zbo\u017e\u00ed. V testech v\u00edt\u011bzily tyto vlastnosti person\u00e1lu:\u010distota od\u011bvu, pozornost, ochota.Provozujete-li jak\u00e9koliv slu\u017eby, m\u011bjte na pam\u011bti:Spokojen\u00fd z\u00e1kazn\u00edk \u0159ekne v\u00a0pr\u016fm\u011bru o sv\u00e9 dobr\u00e9 zku\u0161enosti 3 jin\u00fdm lidem. Nespokojen\u00fd si post\u011b\u017euje 11 lidem a ty to pak d\u00e1le lavinovit\u011b roz\u0161\u00ed\u0159\u00ed\u2026!                                                                                                                                                                                                                                                                                                                                                                                        3.8\/5 - (12 votes)        "},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"D\u00e1 se obecn\u011b zm\u011b\u0159it kvalita slu\u017eeb?","item":"https:\/\/www.profer.cz\/da-se-obecne-zmerit-kvalita-sluzeb\/#breadcrumbitem"}]}]