“…Moreover, some studies focus on one group of respondents for example institutional clients (Rutkowski et al, 2011;Dmowski et al, 2013) or individual ones (Ho et al, 2012), while others compare both individual and institutional client evaluation (Dyczkowska, 2005). Moreover, in some cases, the research sample is not specified, or authors do not pay attention to characterizing the research sample (Frąś, 2014;Zhang et al, 2012;Liu & Liu, 2014). As far as assessment methods of service quality are concerned, some researchers use the full version of the SERV-QUAL method assessing the perceived and expected quality (Frąś, 2014;Zhang et al, 2012) while others examine only expectations of clients or experienced service quality (Dyczkowska, 2005;Dmowski et al, 2013;Rutkowski et al, 2011;Ho et al, 2012;Ratajczak & Lorenc, 2015).…”