Analysis of Service Quality Perception Models on the Basis of Stakeholders Interests Harmonization

Abstract

The article reviews and analyzes the models that describe consumer perceptions of received services quality. Under ideal conditions, customers will be happy if they get what they want, when they want and as they need. Speaking of public utilities, consumers agree that service is of appropriate quality (water without additives, good heating, good cleaning of house areas, etc.) at a time when the need arises for such services.
It’s revealed that all approaches to perception and evaluation of service quality based on the allocation of customer service in some properties and elements that shape consumer attitudes to the service as a whole, and this estimate is based on a comparison of expected and actually received a service level with selected properties. The result of this evaluation is the degree of customer satisfaction services provided