Measurement of Quality Services in Courts – the Servqual Method

Abstract

One of the ways to assess the level of contentment with the services offered by Poland's court system is the use of tools customarily applied in organizations where quality management has been implemented. Therefore, the purpose of the article was to analyze the possibility of using a modified Servqual method to measure the quality of service as perceived by stakeholders, based on the difference between expectations about what they receive and the perception of the service actually provided. In the study described herein, the use of the method was based on 22 observations and 22 expectations presented in comparative form and classified according to the Likert scale. Herein, 5 gaps in the model and the most important expectations indicated by the stakeholders were identified. In the conducted study, the most important expectations that users pointed out were: providing stakeholders with personalized attention when providing the service; the neat appearance of employees; convenient office hours; behavior of court staff that inspires stakeholders' trust; high competence in answering questions and the opportunity to conduct consultations; visual attractiveness and modernity in furnishing rooms and equipment; personalized care and a friendly atmosphere; security and certainty of the effects received (documents forwarded, consultations, rulings issued by a judge etc.) and confidentiality.