The determinants of quality and satisfaction in the opinion of small medical service enterprises’ customers – the chosen problems

Summary : The objective of the article is to identify the determinants of service quality and satisfaction in the opinion of small medical service enterprises’ customers. The first part contains literature review in the field of service quality and the satisfaction as its important factor. Afterwards, the results of empirical research have been presented. Anonymous survey was conducted among customers of small medical service enterprises. The questionnaire regarding the significance assessment of chosen determinants of satisfaction, which respondents made using Likert scale, indicated that particular factors influence the quality and satisfaction of medical service provided by small enterprises to a different extent. Abstract Introduction and purpose of the work. In the literature quality and service quality are defined as complex, heterogeneous issues that are difficult for unequivocal characteristic. Multiplicity of scientific descriptions causes both the difficulty to use the resources of literature and the multitude of gaps contained in it. For the needs of this study determinants of quality and satisfaction, medical services, small enterprises, and customer’s point of view has been chosen as the issue of research. The aim of this work is to identify the key determinants of quality and satisfaction with medical servicesprovided by small enterprises in the opinion of customers. State of knowledge. According to numerous reports, the importance the services sector in the economy has been constantly The predictions say that these conditions will continue The contains developing range of publication about the quality of services: review research articles in and conference proceeding. Quality different objective, technical and functional, income, and service quality allows to draw conclusion the research should to