Service Quality in Business Excellence Maturity Assessment

Dimitrios Papadopoulos – Department of Financial and Management Engineering, University of the Aegean, Kountouriotou, 41, 82100, Chios, Greece

Georgios Karipoglou – Department of Financial and Management Engineering, University of the Aegean, Kountouriotou, 41, 82100, Chios, Greece

Michail Glykas – Department of Financial and Management Engineering, University of the Aegean, Kountouriotou, 41, 82100, Chios, Greece

Thaleia Dima – Department of Financial and Management Engineering, University of the Aegean, Kountouriotou, 41, 82100, Chios, Greece

Abstract: Service quality is a critical aspect of business excellence maturi­ty assessment. It refers to the level of excellence achieved in delivering prod­ucts or services to customers. Customer satisfaction and loyalty, as well as a company’s overall reputation and success, are significantly influenced by the quality of its services.

This research paper focuses on research related to Service Quality in Busi­ness Excellence Maturity Assessment. In a business excellence maturity as­sessment, service quality is typically evaluated through various metrics and indicators. These may include customer satisfaction surveys, feedback from customers and employees, service delivery time, complaint resolution time, and other performance measures.

Our research contribution presents a literature review about ensuring that every interaction with customers is of the highest standard. It requires an organization-wide commitment to customer satisfaction, continuous im­provement, and a culture of excellence.

LIMEN Conference

9th International Scientific-Business Conference – LIMEN 2023 – Leadership, Innovation, Management and Economics: Integrated Politics of Research – CONFERENCE PROCEEDINGS, Hybrid (Graz University of Technology, Graz, Austria), December 7, 2023

LIMEN Conference Proceedings published by the Association of Economists and Managers of the Balkans, Belgrade, Serbia

LIMEN Conference 2023 Conference Proceedings: ISBN 978-86-80194-78-3, ISSN 2683-6149, DOI: https://doi.org/10.31410/LIMEN.2023

Creative Commons Non Commercial CC BY-NC: This article is distributed under the terms of the Creative Commons Attribution-Non-Commercial 4.0 License (https://creativecommons.org/licenses/by-nc/4.0/) which permits non-commercial use, reproduction and distribution of the work without further permission. 

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