Jakość a satysfakcja klienta w usługach
Quality and customer satisfaction in services

Summary/Abstract: This article is an attempt of the author to assess the relation between the quality of a service and satisfaction that is related to the consumption of this service. Particular attention is given to e-services due to their rapid development in recent years. The topicality of problems discussed in the article is not only related to the fact that in developed countries services currently dominate the generation of GDP and that employment in the service sector is high. During the global economic crisis, what is even more important is the condition of the service sector in the coming years, which may be crucial to overcome the crisis. This paper discusses the differences between quality and satisfaction, as well as describes the relationships between these concepts. It has been assumed that the quality of a service encompasses an overall assessment of the service in the long-term perspective, whereas satisfaction is related to a specific moment in time at which the service is provided. However, satisfaction is subject to the influence of such factors as moods and emotions, cultural factors and situational factors.

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